Customer Experience and Process Improvement Analyst

Please Note: If you are a current Hydro Ottawa employee with access to Workday, apply to this job via the Workday application. At Hydro Ottawa, we empower the lives of the people in the communities we serve.  As the electricity distributor to the Nation’s Capital, our work powers all the essential activities that make up our lives - at home, at work and at play. And as Ontario’s largest municipally-owned producer of green power, we are leading the way to a greener tomorrow.  We are looking for trailblazers and innovators to join us as we build an energy future that will keep our City and our planet green for generations to come.  Are you ready to make a difference in our community? JOB SUMMARY The Customer Experience & Process Improvement Analyst, drives customer-centric projects and initiatives aimed at enhancing operational efficiency and effectiveness across the organization. Collaborating with cross-functional teams, this role supports the successful implementation of customer experience strategies aligned with corporate goals. The Analyst is actively engaged in mapping customer experiences, measuring and evaluating customer behaviors and sentiments, and identifying areas for improvement and innovation. This role also involves drafting detailed business cases, articulating clear business requirements, and evaluating and refining business processes to spearhead efforts that optimize operations and boost efficiency. MAJOR RESPONSIBILITIES The essential responsibilities of the job include but are not necessarily restricted to the following: Organize project initiatives using project management tools and methodologies Work closely with cross-functional teams to understand business objectives and align customer experience goals to ensure successful project outcomes. 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. Evaluate existing business processes and systems from the customer's and employee’s perspective to identify and recommend areas for improvement. Draft comprehensive business cases, including cost-benefit analyses, for proposed projects to ensure alignment with organizational goals and strategic priorities. Analyze and map end-to-end business processes to identify and participate in implementation of enhancements that drive operational efficiency. Translate business requirements and customer research into detailed definitions, documentation, and functional design concepts. Engage with internal and external customers throughout the development lifecycle to ensure new applications, processes or products meet their needs. Develop and conduct usability and scenario testing to validate that solutions…