Business Analyst - Customer Experience

Reliance Home Comfort
North York, Ontario, Canada
USD 100,000.00 per year
16 Sep 2020
17 Sep 2020
Job role
Business analyst, CFO
To support our continued growth and provide excellence in customer service and satisfaction, Reliance Home Comfort is looking for a high energy and results focused individual for the following role:

Position: Business Analyst - 1 year contract with possibility of extension
Location: 2 Lansing Sq, North York, ON
Reports to: Manager, Customer Experience

Company Overview:

Reliance™ has been providing affordable, reliable home heating, cooling, hot water, water purification and plumbing products and services to Canadians for more than 50 years. Our customers know they can count on us for fast, friendly, knowledgeable service and advice - and that's comfortable!

Every day, 2400 Reliance team members focus on delivering a great customer experience, attracting great talent and giving back to the communities where we live and work. In 2019, we donated over $580,000 to United Way and $100,000 in product and services to Habitat for Humanity. This untiring dedication is what will drive profitable growth and help us fulfill our vision: to be the fastest growing and the largest provider of heating and cooling systems, and water heater, plumbing and water purification services in North America.

Reliance is a $800 million business today having doubled in size and team members over the last 5 years. We are proud to be recognized by Waterstone Human Capital Ltd. as Canada's 10 Most Admired Corporate Cultures, while our CEO Sean O'Brien was recognized as one of Canada's most admired CEO's, and a Glassdoor 'Best Places to Work' winner. Reliance is passionate about our team members' growth and success, and we proudly offer a Technical Training Assistance Program, access to tuition reimbursement and additional paid apprentice leave for eligible team members. Progressing team members' careers helps us maintain our reputation of having the most knowledgeable technical Team Members in the HVAC industry.

Customer Experience Team Overview:

The Customer Experience Team is responsible for the continued reporting, development and improvement of our customer experiences. As part of this team you will look at identifying gaps within and improving current processes and leveraging business tools to provide value added analysis to assist Operations and Marketing in improving customer satisfaction, while driving growth and company efficiencies.

Primary Mission:

The Business Analyst, Customer Experience will be responsible for providing business analysis, insights and subsequent recommendations to product and senior management. This includes scheduled and adhoc reporting to the business as well as overseeing NPS systems (Qualtrics) for day-to-day operation and front-line support.

Key Responsibilities:

• Work with manager to explore opportunities to provide data insights and business recommendations
• Interpret & categorize data, analyze results using statistical techniques and provide ongoing reports for voice of the customer results.
• Analyze quantitative feedback from our customers and communicates results to the business through monthly field management reviews.
• Acquire data from various systems within the business to build complete views of our results
• Perform analytics to gain key insights into the performance of existing initiatives and provide guidance to stakeholders on improving and surpassing the goals of those on key company initiatives
• Undertake data analytics focused on a view of customer retention, acquisition with the purpose of delivering a best in class customer experience
• Collaborate with individuals from all business units and field teams to champion customer experience at Reliance
• Review and design new business process improvement opportunities
• Effective prepare and communicate analysed data, associated reports and presentations in a clear and concise manner
• Identify continuous improvement opportunities and take the lead in communicating and implementing
• Be involved in all phases of strategic initiatives (defining scope, solutioning, implementing, supporting) and take ownership in delivering intended results
• Support in development, planning and execution of process creations/refinements, including development of KPI's.
• Establishment, communication and support best in class/best practices for front line team members.

Skills, Abilities and Experience:

• Minimum of 2 years' experience in business analysis, preferably in a customer service business.
• Strong analytical skills with the ability to collect, organize, analyze, and distribute significant amounts of information with attention to detail and accuracy
• Completion of a post-secondary degree/diploma in Computer Science, or Business or a related field.
• Advanced level experience with Microsoft suite, including Excel (i.e. Vlookups, Pivot Tables, etc.), Power Point and Visio.
• Strong interpersonal and communication skills, both written and oral, with demonstrated expertise in interacting effectively with stakeholders.
• Strong understanding of data management and governance
• Ability to work independently with a self-starter attitude, while also multi-tasking & setting priorities
• Ability to think strategically and develop opportunities for process improvement and documentation to deliver a better customer experience
• Experience in Survey or NPS Systems (Qualtrics) an asset
• Previous NPS or Customer Experience related work an asset.

Please note that this position requires a Criminal Background Check be completed for potential candidates (if applicable). This check must be satisfactory in order for an employment offer to be extended unconditionally.

Reliance Home Comfort is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds including minorities and those with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Other details
  • Pay Type Hourly