Business Analyst - Customer Experience

Req ID: 25025
Vacancy Type: Permanent 
Number of Positions: 2  
Closing Date: 04/22/2024

Job Summary

Experience Business Analyst to join our dynamic environment to create a real impact on customer experience (CX) for riders and employees. We’re building a customer-focused culture and using data and human-centered design tools to move our customer success strategy forward. 

Reporting to the Manager, Customer Experience & Innovation, the successful candidate will bring a CX-first mindset and use customer data and insights to support actionable, division-wide recommendations and projects. 

MiWay’s vision is to provide a safe, reliable, and efficient travel choice that delivers an excellent customer experience. This role is integral to researching, planning and delivering on projects that improve the customer experience.

Duties and Responsibilities

Discovery 

• Aggregate, analyze and synthesize the voice of the customer data & research to understand customer behaviors, mindsets, needs, and expectations across the MiWay journey (e.g. customer call center feedback, CSAT reports, surveys, focus groups, MiVoice, in-field observational research, panel feedback, empathy mapping, customer analytics/ridership data, social media, and best practices) 
• Identify trends, monitor, report and prepare recommendations to drive customer experience objectives, efficiencies, and innovation; develop key performance indicators and metrics
• Translate data and research into highly impactful, tangible recommendations to improve the customer experience (e.g. pain points, action plans) using a human-centered design approach
• Use data trends and visual storytelling to illustrate and gain alignment on the priority opportunity areas and next steps that meet and anticipate the needs of our customers
• Assess and report on the impacts of recommended actions on existing projects, policies, processes, divisional and team goals, identify gaps and risks, and recommend mitigation strategies supported by relevant KPIs
• Facilitate stakeholder groups to illicit needs, pain points, process mapping, and development of viable solutions

Engagement

• Develop high-quality communication tools and CX resources to improve knowledge of customer insights and enhance the employee experience
• Build a customer-first mindset with all teams and at all levels at MiWay, shifting the organization to focus on customer needs, expectations, and satisfaction levels
• Lead a wide range of internal, multidisciplinary teams (e.g. brainstorm sessions, viability discussions, project working groups) to improve the customer-focused design of physical, digital, and service touchpoints across the customer journey
• Actively seek input from stakeholders on customer experience priorities to ensure buy-in, facilitate alignment, and share constructive feedback with colleagues to continuously build our CX practice

Delivery

• Lead initiatives in response to the needs of internal and external customers while communicating goals, performance, and mitigation actions transparently 
• Develop, maintain, and present project deliverables such as customer journey maps, storyboards, business cases, presentations, project management plans, and other artifacts
• Lead the rollout and ongoing updates to MiWay’s strategy and the CX Team’s strategy and tools (e.g. MiWay Strategic Plan, MiProject, the customer and employee journey maps)
• Deliver staff and leadership cultural and tool training
• Apply change management methodologies and best practices
• Lead and participate in MiWay and City outreach activities and events
• Other duties as assigned or required

Skills and Qualifications

• Must have post-secondary education in a related discipline such as Commerce, Business Administration, Communication, Culture & Information Technology (CCIT) User Experience Design, or any other related discipline field
• Minimum of three (3) to five (5) years of relevant experience in conducting research, data collection/analysis/forecasting, metrics, and supporting customers within a large organization. 
• CX-first mindset, with a minimum of five (5) years of professional experience in a Consulting, Marketing, Communications, CX, UX or EX capacity is preferred
• Thinks strategically about issues with a strong desire to question the status quo, identify opportunities for improvement, calculate proposed benefits, influence others to gain alignment, and implement change
• Demonstrated ability to initiate and execute projects utilizing facilitation skills, customer experience, human-centered design tools, Lean methodologies, change management, and project management principles, practices, and theories
• Demonstrated presentation and facilitation skills with the ability to design, develop, deliver, and assess training to staff related to business initiatives, processes and applications
• Strong interpersonal, communication, and leadership skills are required, as are excellent organizational and problem-solving abilities
• Requires a high degree of independent work, as well as close teamwork
• Proven ability to work with a broad range of stakeholders and ability to multi-task are a must
• Creativity to determine the format reports and to translate a range of diverse information into meaningful reports 
• Exceptional computer skills, with above average abilities in Tableau, SQL, Word, Excel, SharePoint, Adobe Creative Suite (Illustrator) and PowerPoint are preferred
• Must have the ability to travel and provide own transportation and comfortable working in multiple locations

Hourly Rate/Salary: $ 86,858.00 - $ 115,812.00 
Hours of Work: 35 
Work Location: [[custlocation]]  
Department/Division/Section: T&W/Transportation&Works Dept , T&W/Mississauga Transit , MT Business Development 
Non-Union/Union: Non Union 

 

A Criminal Record and Judicial Matters Check (Level 2) or Vulnerable Sector Check (Level 3) will be required of the successful candidate, at their own expense, to verify the absence of a criminal record for which a pardon has not been granted.We thank all who apply, however, only those candidates selected for an interview will be contacted. You can also check your application status in your candidate profile online. All personal information is collected under the authority of the Municipal Act. Equity, Diversity and Inclusion
The City of Mississauga is committed to creating a respectful and supportive workplace that fosters a culture of equity, diversity and inclusion which broadly reflects the communities and residents we serve. Throughout the employee life cycle, the City is working to include an EDI lens to attract, retain and support the growth of diverse talent. Learn more about the City’s commitment to Equity, Diversity and Inclusion.Accommodations
The City of Mississauga is an Equal Opportunity Employer and is committed to removing barriers in our selection process for people with visible and invisible disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, the City of Mississauga will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. 

If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.