Hydro Ottawa
Customer Experience and Process Improvement Analyst
Ottawa, ON
Sponsorship not specifiedDetected 17 days ago
AccessibilityProject ManagementProcess ImprovementHRISResearchCommunicationCollaborationPublic SpeakingMicrosoft Office
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Lottery odds40
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About the role
- The Analyst is actively engaged in mapping customer experiences, measuring and evaluating customer behaviors and sentiments, and identifying areas for improvement and innovation.
- The essential responsibilities of the job include but are not necessarily restricted to the following:
Responsibilities
- 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.
- Analyze and map end-to-end business processes to identify and participate in implementation of enhancements that drive operational efficiency.
- Develop and conduct usability and scenario testing to validate that solutions meet user needs and expectations before deployment.
Requirements
- Perform other related duties as required.
- For example, minimum 3 years experience in roles such as Business Analyst, Process Improvement Analyst, or similar, with a focus on customer experience and operational efficiency.
- Proficiency in Microsoft Office Suite is an asset.
- Experience with customer journey analysis, business process mapping, and deriving insights from data is an asset.
- If you are a current Hydro Ottawa employee with access to Workday, apply to this job via the Workday application.
- Applicants must be legally entitled to work in Canada.
- Strong computer skills; proficient in the use of office productivity and collaboration tools preferably Google Workspace. Proficiency in Microsoft Office Suite is an asset.
Nice to have
- University degree is preferred.
Skills
- Organize project initiatives using project management tools and methodologies
Compensation
- $59,000.50 Pay Range Maximum:
Benefits
- Draft comprehensive business cases, including cost-benefit analyses, for proposed projects to ensure alignment with organizational goals and strategic priorities.
- Minimum two year post-secondary education in a related field such as Business Administration.
- Experience in defining business requirements, drafting business cases, and conducting cost-benefit analyses to support project proposals is an asset.
Company info
- At Hydro Ottawa, we empower the lives of the people in the communities we serve.
- And as Ontario's largest municipally-owned producer of green power, we are leading the way to a greener tomorrow.
- We are also committed to preventing and removing barriers to employment for people with disabilities, and we invite you to inform us should you have any accessibility or accommodation needs.
- Engage with internal and external customers throughout the development lifecycle to ensure new applications, processes or products meet their needs.
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This listing is sourced directly from Hydro Ottawa's careers page and normalized into a canonical job model.