Customer Experience Analyst - Burlington, Canada - City of Burlington, Ontario

City of Burlington, Ontario

Verified Company

Burlington, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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 pension and benefits package, as well as programs to foster innovation and leadership.

Location

Position Overview
This position works with staff from across the entire organization to collect, review and analyze customer information.

The CX Analyst facilitates information access, reporting and data analysis for all customer facing services and supports the Voice of the Customer initiatives.

The CX Analyst is also a key resource on effective use of customer data and supports the creation of customer-facing online forms.

Responsibilities

The CX Analyst will be responsible for:

Facilitating conversations with service leads to ensure great performance on customer-facing web pages and implementing changes to improve.
Designing and building datadriven dashboards, reports, and charts to satisfy reporting requirements from all levels of the organization.
Providing guidance on creating accessible, inclusive online content, forms and documents.
Setup, run and manage reports as required by Service Burlington management, departments, senior management or Council
Conducting research to gather feedback on user's ease of use and satisfaction on the City's websites and online service products.

Requirements:

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.

Accommodations

Job Type:
Contract

Salary:
$65,368.00-$81,710.00 per year