Customer Experience Analyst
Who We Are
For over 140 years, Grand & Toy has been at the forefront of transforming how Canadian businesses work. We’re passionate about creating exceptional experiences for our customers, partners, and associates. As we continue to innovate and evolve, your work here will help shape the future of customer experience in Canada.
Where You’ll Work
We’re headquartered in Vaughan, but we welcome top talent from Edmonton, Vancouver, Calgary, or Montreal. If you thrive in a virtual environment and are open to occasional travel, you’ll fit right in, no matter where you call home.
What You'll Do
- Analyze & Improve: Dive deep into customer interactions and data to uncover trends, identify recurring issues, and recommend impactful solutions, think automation, simplification, and standardization.
- Design Seamless Journeys: Review and optimize customer experience processes using lean methodology and design thinking, ensuring every touchpoint is efficient and engaging.
- Collaborate & Lead: Partner with Customer Care, Sales, Operations, and more to drive cross-functional projects that elevate the customer experience.
- Champion Change: Support the rollout of enhancements through training, documentation, and change management, ensuring everyone is aligned and empowered.
- Drive Innovation: Embrace our legacy systems while exploring opportunities to introduce AI and next-generation solutions to our Customer Care and Experience functions.
What You Bring
- A background in Project Management, Lean, or Six Sigma, ideally within Customer Care or Customer Experience.
- Exceptional analytical skills; you love digging into data, finding root causes, and designing smart solutions.
- Strong business acumen and interpersonal skills, with a knack for building relationships and working cross-functionally.
- Curiosity and resilience: you see opportunity, not obstacles.
- A passion for innovation and a desire to help define the future of customer experience.
- Experience in a virtual work environment and willingness to travel occasionally.
What You'll Need
- Formal education or certification in Project Management, Lean, Six Sigma, or a related field.
- Experience in Customer Care / Customer Experience is an asset.
- Proven ability to analyze complex data sets and translate insights into actionable improvements.
- Excellent communication, collaboration, and organizational skills.
What We Offer You
- A competitive base salary and comprehensive benefits package.
- Opportunities for career progression as we build out our Customer Experience and Customer Care teams.
- A supportive, innovative, and inclusive culture where your ideas and contributions truly matter.
- The chance to work with passionate leaders and cross-functional teams who are shaping the future of customer experience in Canada.
Ready to Make an Impact?
If you’re ready to help us re-imagine customer experience and drive meaningful change, we want to hear from you. Apply today!
We celebrate employment equity and diversity. We are committed to providing accommodations for persons with disabilities. If you require accommodation, we will work with you to meet your needs.