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Business Analyst

St.Laurent, QC
Your Role & Main Responsibilities
  • Be a contributor to the CX Strategy
  • Establish and develop relationships of trust with all stakeholders. 
  • Research, analyze, document, and understand existing business processes underlying our current customer experiences
  • Conduct research to identify, document, prioritize and present the pain points of the customer experience with current processes
  • Collaborate with data analysts to perform quantitative analyses to confirm identified issues and explore new business opportunities
  • Passionately pursue the improvement of the digital user experience that generates revenue to the business, includes reporting and analysis
  • Collaborate in the definition of the criteria for product success, performance, effectiveness, and efficiency
  • Assess and analyse the customer experience and business processes using surveys, analytics and customer-focused metrics to ensure continuous improvement and data-driven optimization
  • Work closely with the other departments and the CX designers to create an optimal customer experience
  • Ensure the impact of the proposed business requirements and solutions on the systems is identified and understood by the technical specialists
  • Ensure that products, processes, and solutions are aligned with the Customer Experience strategy
  • Support business case creation, gathering requirements and information from various business units and stakeholders; Be an active member of the business transformation
  • Apply best practices in methodology and analysis when conducting research and process mapping
  • Conduct benchmarking, monitor industry trends and the competitive landscape to identify market trends and bring fresh ideas to the table
  • Participate actively in the dynamics and improvement projects of the Customer Experience team
  • Collaborate with your peers to maintain a level of consistency across products and processes, contributing to the growth of the team’s best practices, tools and processes; Be an inspirational and motivational colleague
  • Participate and lead in various knowledge-sharing activities
  • Contribute to the collaborative and stimulating work environment
  • Be a change agent & Agile mindset promoter
  • Be connected to the industry to know tendencies and suggest innovative ideas Your qualifications: 
  • Bachelor's degree in Business Administration or Engineering; A Master's degree in a relevant field would be an asset
  • At least five years of experience in business analysis a related field
  • Solid understanding of business process redesign concepts and process improvement techniques
  • Skills in research, analysis, synthesis, process mapping and documentation
  • Ability to prioritize and manage multiple strategic projects simultaneously
  • Proven experience in agile projects (Scrum, Kanban)
  • Proficiency with tools for process mapping (Lucid chart, Visio), and project management (Azure DevOps, Jira)
  • Understanding of digital customer experience concepts; Soft skills
  • Desire to play a major role in transforming a service-centred corporate culture 
  • Strong sense of leadership with respect to process improvement initiatives
  • Ability to collaborate and communicate with other teams and project stakeholders
  • At ease in a fast-paced & changing environment with the ability to prioritize work and meet deadlines
  • Demonstrated ability to work independently and maintain good relationships with cross-functional stakeholders
Enter any additional Skills/Expertise/Qualifications that are required for this position :
We are looking for business analysts that are more business than functional, experience in agile product development is highly preferred, candidates must have experience in conducting interviews & workshops with stakeholders for requirement elicitation, process mapping, requirement / use cases documentation, etc. IIBA or PMI certifications such as, ECBA, CCBA, PMI-BA, it will be an asset Preference for candidates with the ability to speak French.

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