Customer Experience and Process Improvement Analyst
Hydro OttawaOttawa, Ontario, Canada
Posted March 16, 2026
57153.2 - 87803.3 CAD
Full Time
About the Company
At Hydro Ottawa Group, we're more than just an energy company; we're a community partner with more than a century of deep roots in the National Capital Region. Wholly owned by the City of Ottawa, we're dedicated to driving energy innovation that directly enhances the quality of life in our community. As a diversified, sustainable energy company we're leading the charge towards a smarter energy future by delivering innovative solutions across electricity distribution (Hydro Ottawa Limited), renewable energy generation (Portage Power), energy solutions (Envari Energy Solutions), and fibre optic connectivity (Hiboo Networks). Every facet of our work is about empowering our customers, engaging our employees, elevating our communities and building a more sustainable, reliable, and efficient National Capital Region. Visit our website: www.hydroottawagroup.com Au Groupe Hydro Ottawa, nous sommes bien plus qu’une compagnie d’électricité : nous sommes un partenaire communautaire détenu à part entière par la Ville d’Ottawa et profondément ancré dans la région de la capitale nationale depuis plus d’un siècle. Nous avons à cœur de stimuler les innovations dans le domaine de l’énergie qui améliorent directement la qualité de vie dans notre communauté. En qualité de compagnie diversifiée axée sur l’énergie renouvelable, nous menons la transition vers un avenir énergétique plus intelligent en proposant des solutions novatrices dans différents champs d’activité : distribution d’électricité (Hydro Ottawa limitée), production d’énergies renouvelables (Portage Énergie), solutions énergétiques (Envari Solutions énergétiques) et connectivité par fibre optique (Réseaux Hiboo). Tous les aspects de notre travail visent à accroître l’autonomie de nos clients, à mobiliser nos employés, à renforcer nos communautés et à améliorer la durabilité, la fiabilité et l’efficacité de la région de la capitale nationale. Consultez notre site web : www.hydroottawagroup.com/FR
Job Description
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.
Requirements
- Organize project initiatives using project management tools and methodologies
- Work closely with cross-functional teams to understand business objectives and align customer experience goals
- Collaborate with data analyst(s) to leverage customer data across multiple channels
- Create and facilitate cross-functional customer journey mapping and process evaluation
- Draft comprehensive business cases, including cost-benefit analyses, for proposed projects
- Analyze and map end-to-end business processes to identify and participate in implementation of enhancements
- Develop and conduct usability and scenario testing to validate that solutions meet user needs and expectations
- Recommend and monitor key performance indicators (KPIs) to assess the effectiveness of customer experience enhancements and operational improvements
- Capture and analyze the voice of the customer (VoC) through various channels
- Offer cross-functional project support to various groups within the Chief Customer Officer Division
- Generate reports and presentations to communicate findings, analyses, and recommendations to management and key stakeholders
- Oversee the administration of customer-focused programs and support critical applications and systems
- Perform other related duties as required
Benefits
- Hybrid Work Model
- Generous Paid Time Off
- 401k Matching
- Tuition Reimbursement
