Customer Experience Analyst [Canada]

 

JOB INFORMATION
Requisition ID: 8564
Number of Vacancies: 1
Department: Strategy & Foresight (20000713) - Strategy & Foresight (30000016)
Salary Information: $70,725.20 - $88,415.60
Pay Scale Group: 7SA
Employment Type: Regular
Weekly Hours: 35, Off Days: Saturday/Sunday Shift: Day
Posted On: November 14, 2023
Last Day to Apply: November 21, 2023
Reports to: Manager - Customer Policy

The Toronto Transit Commission (TTC) is North America's third largest transit system and has been recognized as one of the top places to work in the GTA. Guided by a forward-thinking strategic plan, the TTC's vision is to be a transit system that makes Toronto proud. The TTC's recruitment efforts are directly aligned to its mission of providing "a reliable, efficient, and integrated bus, streetcar and subway system that draws its high standards of customer care from our rich traditions of safety, service and courtesy."

General Accountability

Supports the Customer Policy team by advocating for improvements in the customer experience through the application of industry best practice research, jurisdictional scans and peer reviews, and analytics, in addition to supporting a diverse range of change activities and the implementation of enhancements and new policy initiatives related to the customer experience.

Key Job Functions

• Assess, evaluate and interpret various sources of data to fully understand the customer with the purpose of improving the customer experience.
• Provide support, analysis, and recommendations for customer enhancements and improvements including helping to determine and develop new and improved customer initiatives, strategies, policies and practices.
• Conduct jurisdictional scans, peer reviews and research in order to keep abreast of public transit best practices and trends, changes, systems, technology, and/or industry standards affecting assigned areas of responsibility.
• Work closely with cross-functional teams to articulate business needs clearly and create data-driven content with compelling narratives for decision makers through presentations, reporting tools and data visualization
• Report findings and comprehensive analyses to management and other areas of the business.
• Support internal and external stakeholder consultations from start to end, including designing research projects, focus groups, and survey questions, and interpreting and summarizing the data that results from these consultations.
• Monitor and evaluate various programs to ensure customer expectations and standards are being met and provide recommendations for corrective action for identified issues or problems.
• Promotes a respectful work and service environment that supports diversity, inclusion, and is free from harassment and discrimination. Provides leadership in the development and implementation of inclusive and accessible policies, programs and/or services for employees and customers in accordance with TTC’s commitments and obligations under the Ontario Human Rights Code (OHRC) and Related Orders, the Accessibility for Ontarians with Disabilities Act (AODA), and TTC’s policies.
  

Skills

Apply analytical skills

Use office technology, software and applications

Communicate in a variety of mediums

Gather information and conduct research

Plan and organize activities / projects to meet section and organizational goals

Education and Experience

• Completion of a post-secondary college diploma or university degree in public policy/administration, geography, urban planning or a related discipline or a combination of education, training and experience deemed to be equivalent.
• Proven experience supporting the strategic design, implementation and optimization of customer experience programs that respond to customer needs
• Familiarity with public transit services in Toronto, including current issues, challenges and opportunities
• Proven ability to marry multiple data sources into meaningful conclusions and recommendations as well as ability to review incomplete data, and ask questions and problem solve to fill in the gaps and generate meaningful solutions;
• Familiarity with quantitative and qualitative research methods, data analysis, and policy/program development;
• Strong understanding of data visualization concepts and visual storytelling and a demonstrated ability to create presentations by interpreting and using different information sources, and to effectively communicate them to decision makers;
• Proficiency with PCs and computer applications such as MS Word, Excel and PowerPoint; Experience with GIS, graphics and data analysis software such as ArcGIS, InDesign, Illustrator, Photoshop, PowerBI, and Tableau is an asset.
• Demonstrated ability to develop strong relationships and work collaboratively across multi-disciplinary teams as well as ability to resolve conflict in a constructive, fair and consistent manner;
• Familiarity with marketing, organizational behaviour, collective bargaining concepts;
• Must have well-developed organizational skills, and be capable of prioritizing a variety of work packages;
• Ability to engage, collaborate with and influence key internal and external stakeholders;
• Ability to handle change effectively and positively;
• Must have vision, commitment and enthusiasm for change, with the tenacity and resilience to challenge cultural norms and embedded behaviours to overcome opposition;
• Experience balancing requirements from a range of stakeholders;
• Must have or rapidly acquire a comprehensive knowledge of the Ontario Human Rights Code and Related Orders including disability accommodation and accessibility requirements pertaining to passengers and employees.

The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization, and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQ(IA+) community. The TTC values and supports an inclusive and barrier-free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Talent Management at (416) 393-4570. Any information received related to an accommodation will be addressed confidentially.

The TTC’s policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee.

We thank all applicants for their interest but advise only those selected for an interview will be contacted.

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