Customer Experience and Process Improvement Analyst

Job Summary

The Customer Experience & Process Improvement Analyst drives customer‑centric projects and initiatives aimed at enhancing operational efficiency and effectiveness across the organization. This role supports the successful implementation of customer experience strategies aligned with corporate goals, collaborates with cross‑functional teams, and is actively engaged in mapping customer experiences, measuring and evaluating customer behaviors and sentiments, and identifying areas for improvement and innovation.

• Organize project initiatives using project management tools and methodologies.
• Work closely with cross‑functional teams to understand business objectives and align customer experience goals to ensure successful project outcomes.
• Collaborate with data analyst(s) to leverage customer data across multiple channels, uncovering actionable insights that drive strategic decision‑making and enhance the customer experience.
• Create and facilitate cross‑functional customer journey mapping and process evaluation to identify and prioritize opportunities for improvement.
• Evaluate existing business processes and systems from the customer’s and employee’s perspective to recommend areas for improvement.
• Draft comprehensive business cases, including cost‑benefit analyses, for proposed projects to ensure alignment with organizational goals and strategic priorities.
• Analyze and map end‑to‑end business processes to identify and participate in the implementation of enhancements that drive operational efficiency.
• Translate business requirements and customer research into detailed definitions, documentation, and functional design concepts.
• Engage with internal and external customers throughout the development lifecycle to ensure new applications, processes or products meet their needs.
• Develop and conduct usability and scenario testing to validate that solutions meet user needs and expectations before deployment.
• Recommend and monitor key performance indicators (KPIs) to assess the effectiveness of customer experience enhancements and operational improvements.
• Capture and analyze the voice of the customer (VoC) through various channels (surveys, feedback, etc.) to identify trends, pain points, and opportunities for improvement.
• Draft recommendations for and update documentation, including policies, procedures, and training materials, ensuring accurate communication to stakeholders and seamless knowledge transfer and implementation.
• Conduct knowledge transfer and change management initiatives to promote the successful adoption of new processes and systems.
• Offer cross‑functional project support to various groups within the Chief Customer Officer Division, both during and after the rollout of new initiatives.
• Generate reports and presentations to communicate findings, analyses, and recommendations to management and key stakeholders.
• Document results of initiatives, evaluating success against the goals set at the outset and outlining lessons learned.
• Stay current with industry trends and best practices in customer experience through research and networking.
• Oversee the administration of customer‑focused programs and support critical applications and systems, troubleshooting issues with business stakeholders and IT.
• Perform other related duties as required.

• Minimum two‑year post‑secondary education in a related field such as Business Administration (University degree preferred). Experience and formal training combined with demonstrated performance and ability may substitute for academic requirements. For example, minimum three years experience in roles such as Business Analyst or Process Improvement Analyst, with a focus on customer experience and operational efficiency.
• Strong computer skills; proficient in the use of office productivity and collaboration tools, preferably Google Workspace. Proficiency in Microsoft Office Suite is an asset.
• Experience with customer journey analysis, business process mapping, and deriving insights from data is an asset.
• Experience in defining business requirements, drafting business cases, and conducting cost‑benefit analyses to support project…