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Job Details: Customer Experience Analyst (Contract from September 2022 to April 2025)
| Open Date | Jun 20 2022 - 08:30:00 AM | Close Date | Jul 04 2022 - 11:59:00 PM |
|---|---|---|---|
| Position Title | Customer Experience Analyst (Contract from September 2022 to April 2025) | Posting Type | Non-Union |
| Posting Status | Active | Position Length | Contract/Job Rotation |
| Department Group | Hours per Week | 35 hours per week | |
| Department | Customer Experience | Openings | 1 |
| Education | College Diploma or Certificate | Experience | 3 years |
| Location | Temporarily working remotely due to COVID-19 | Competition | CX-130-22 |
| Salary Range | $65,368 - $81,710 (Grade 8 Under Review) |
Description
Working for the City of Burlington
A great career is closer than you think. Come work for the City of Burlington, where you’ll be joining an innovative and progressive workplace focused on building a 21st century city that respects the diversity of our residents, visitors and employees; and prioritizes continuous opportunities for you to learn and grow.
We don't just spend time attracting the best talent. We spend time and resources to keep the best talent. This may include: flexible working hours, mobile and hybrid working arrangements, a great benefits package, as well as programs to foster innovation and leadership.
Location
This position is temporarily working remotely due to COVID-19 for an undetermined period. Once our offices re-open you will be based out of City Hall. This position is eligible for a hybrid working arrangement that will include in-person meetings. Work location is subject to change at the discretion of the City due to operational demands.
Position Overview
This position provides system and data analysis, reporting and training activities to support the successful delivery of customer experience across the organization. The CX Analyst facilitates system usage, reporting and analysis for all CRM-enabled services, and compiles data to support Voice of the Customer initiatives. The CX Analyst is also a key resource on effective use of CRM and the creation of customer-facing online forms.
Responsibilities
The CX Analyst will be responsible for:
- Designing and building data-driven dashboards, reports, and charts to satisfy reporting requirements from all levels of the organization.
- Facilitating conversations with service leads to ensure great performance on customer-facing web pages and implementing changes to improve.
- Building strong relationships with all departments and to maintain a thorough understanding of business processes as related to the creation, collection, and maintenance of customer information, how the CRM system is being used, the effectiveness of CRM requests and Knowledge Base Articles.
- Providing guidance on creating accessible, inclusive online content, forms and documents.
- Assisting in maintaining a corporate Knowledge Base including writing, publishing and maintain Knowledge Base Articles for the CRM system.
- Identifying cross-functional business process issues related to the use of CRM and the collection, creation, maintenance and use of customer data and make recommendations for improvements.
- Conducting end user testing of web-based applications, and enhancements to Burlington.ca to assess user experience, accessibility requirements and ease of design.
- Conducting research to gather feedback on customer’s ease of use and satisfaction on the City’s websites and online service products.
Requirements
The successful candidate has a three (3) year diploma/degree in business, computer science, communications, information management, data analysis, web development, user experience design or a related field.
One (1) to three (3) years of experience related to data and analysis for contact centres, call centres, website or telephony systems is required.
Experience with customer relationship management (CRM) software is considered an asset.
Additional Information
All City of Burlington staff are required to be fully vaccinated as a condition of hire in accordance with the City’s COVID-19 Staff Vaccination Policy. For more information on this policy, please click on the following link: https://www.burlington.ca/en/your-city/career-opportunities.asp.
Accomodations
In accordance with the Accessibility for Ontarians with Disabilities Act, the City of Burlington accommodates the individual needs of applicants with disabilities within the recruitment process. Please call us at 905-335-7602 or email us at: hr@burlington.ca if you require accommodation to ensure your equal participation in the recruitment and selection process.