Customer Experience Analyst

Your Opportunity  

Are you ready to start each day feeling energized, motivated by meaningful work, and excited to help others succeed? Are you looking for an opportunity to collaborate with talented and creative colleagues, make a real impact across the organization, gain valuable experience, and grow your career? Meet Stantec. Ranked as one of the most sustainable companies in the world, we work with genuinely great people—and we want you to build your future here.

We are seeking a Customer Experience (CX) Program Analyst to join our Client Experience team. This role will help advance and scale our CX program across the organization by supporting Voice of Customer initiatives, developing scalable processes and tools, facilitating stakeholder engagement, and helping embed customer-centric practices throughout the business.

This role is ideal for a customer experience professional who enjoys translating customer insights into action, driving cross-functional collaboration, and helping mature organizational capabilities in a complex professional services environment. 

Responsibilities 

• Help establish and maintain scalable CX processes, standards, tools, and best practices. 


• Support the development of CX frameworks, playbooks, methodologies, and tools that enable consistency and continuous improvement.


• Partner with leaders and teams across the business to promote customer-centric behaviors and continuous improvement. 


• Analyze customer feedback and identify trends, opportunities, and areas for improvement. 


• Support the preparation and coordination of workshops, discussions, and action planning activities that help teams respond to customer insights.


• Support Voice of Customer programs, customer listening initiatives, and client feedback processes including:
  
  
  
  • Document and continually improve CX processes, operating procedures, and program resources.
  
  
  • Identify opportunities to streamline how client feedback is collected, shared, acted upon, and tracked across the business.
  
  


• Develop presentations, communications, and resources that drive CX awareness and adoption. 


• Analyze CX data and client feedback, develop reports and visualizations, monitor key metrics, and communicate program results, trends, and recommendations to support business decision-making.


• Contribute to governance, enablement, and change management activities that strengthen program effectiveness.

Education and Experience 

• Bachelor’s degree in Business, Organizational Development, Marketing, or related field.


• 5 or more years of experience in customer experience, client experience, business transformation, consulting, or related discipline. 


• Experience leading or supporting cross-functional initiatives within a complex organization. 


• Strong stakeholder management, facilitation, and communication skills. 


• Experience translating customer feedback and insights into business improvements. 


• Familiarity with Voice of Customer (VoC), customer journey mapping, service design, or continuous improvement methodologies is an asset.

Your Capabilities and Credentials

• A passion for improving customer experiences. 


• Strong relationship-building and influencing skills.


• Strong analytical skills and comfort working with data


• Detail-oriented, organized, and comfortable managing multiple tasks


• Ability to effectively communicate with senior management, supervisors, peers, and internal clients 


• Demonstrated innovative problem-solving, analytical, and critical thinking skills 


• Knowledge of Microsoft Teams, Power BI or Tableau, and Microsoft365 including Microsoft Forms, SharePoint, Excel, Word, and experience using these tools to streamline and/or automate processes 


• Strong business acumen 


• Collaborative and cross-functional engagement to implement/enhance tools and systems 

Your Capabilities and Credentials

• A passion for improving customer experiences. 


• Strong relationship-building and influencing skills.


• Strong analytical skills and comfort working with data


• Detail-oriented, organized, and comfortable managing multiple tasks


• Ability to effectively communicate with senior management, supervisors, peers, and internal clients 


• Demonstrated innovative problem-solving, analytical, and critical thinking skills 


• Knowledge of Microsoft Teams, Power BI or Tableau, and Microsoft365 including Microsoft Forms, SharePoint, Excel, Word, and experience using these tools to streamline and/or automate processes 


• Strong business acumen 


• Collaborative and cross-functional engagement to implement/enhance tools and systems