Analyst, Business

Job Summary

MiWay’s Customer Experience and Innovation team is seeking a Customer 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 voice of the customer data & research to understand customer behaviours, mindsets, needs, and expectations across the MiWay journey (e.g. customer call centre 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 high impactful, tangible recommendations to improve the customer experience (e.g. pain points, action plans) using a human-centred 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 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-centred 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 team work
• Proven ability to work with a broad range of stakeholders and ability to multi-task are a must
• Creativity to determine format of 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