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Job Title: Continuous Improvement Analyst
Duration: 12 months
Location: Hybrid – In office 2-3 days/week (Must be able to work from either our Edmonton or Calgary offices)
Description:
As a Continuous Improvement Analyst, you will play a crucial role in enhancing operational efficiency and driving process improvements within the Customer Care, Retention and Inbound Sales Organization. Your responsibilities will span across project management and business analysis, ensuring we optimize our processes and achieve sustainable results. The successful candidate must demonstrate an aptitude for managing change initiatives that involve collaboratively working with various functional groups including Customer Care & Retention, Go to Market, Information Technology, Back Office Operations (invoicing, credit, collections, remittance), Mid Office (Customer Escalations and complex cases), Digital, Marketing, Legal and Regulatory. In addition, the analyst must monitor the effectiveness of business processes, conduct analysis, make recommendations, document processes, communicate those processes to the organization, and coordinate implementation for system and process improvements.
Essential Duties/Responsibilities:
Writing Business Cases
o Developing compelling business cases for process improvement initiatives
o Articulate the rationale, benefits, and expected outcomes of the proposed changes.
o Analyse cost-benefit ratios and present persuasive arguments to management.
o Align business cases with strategic objectives.
Project Management
o Manage small to mid-size change initiatives in the Customer Care organization through coordination with key business and information technology teams.
o Lead cross-functional improvement projects from initiation to completion.
o Define scope, objectives, and success criteria.
o Develop project plans.
o Managing stakeholder approvals, communications and engagement
o Monitor project progress, identifying risks and implementing mitigation strategies.
o Facilitating project meetings, track milestones, and report on project status.
Business Analyst
o Analyse existing processes to identify pain points and areas of enhancement.
o Gather requirements from stakeholders and translate them into actionable solutions.
o Conduct process mapping, gap analysis and root cause analysis.
o Propose process improvement, cost-saving measures that balance efficiency enhancements without sacrificing customer service.
o Prepare quality business requirements or user stories, and functional design documentation for requested changes.
o Collaborate with IT teams to implement technology solutions that align with business needs.
o Perform and document testing for system and process changes.
o Ensure compliance within Alberta Utilities Commission regulations.
o Coordinate with the Training group to deliver training to all Customer Care Representatives (CCRs), Supervisors, and Management, as applicable.
Working Conditions:
• This position is operating in a hybrid environment requiring 1 to 2 days per week in the office and 3 to 4 days working remotely.
• Occasional travel to the office may be required, especially as special projects arise.
• The candidate may be required to occasionally work more than 40 hours a week and outside of traditional business hours to complete project testing, data validation, and implementation.
• Most of the work is performed on a personal computer in a seated position.
• Reliable internet service is required.
Minimum Requirements:
• Education: An undergraduate degree from an accredited four-year college or university is preferred, however, a two-year diploma program plus relevant work experience may be commensurate.
• Experience: 5 years of experience in business analysis, business process modelling and project delivery with a focus on call centre, customer services and/or back-office business systems. The ideal candidate will have a broad range of experience within several functions including technology design and implementation, business process development, training and performance management, and workforce management analysis.
Preferred Qualifications:
• PMP, CBAP, or similar certifications are advantageous.
• Excellent grasp of project management lifecycle – waterfall and agile.
• Excellent skills with business analysis – process analysis & optimization, requirements gathering & documentation, test cast development & management.
• Excellent communication skills, both written and verbal.
• Strong MS Office (Word, Excel, PowerPoint, Teams) and Project Management tool (Smartsheet, JIRA, MS Project) skills.
• Strong leadership skills.
Additional Knowledge, Skills, and Abilities:
• Demonstrated experience in successfully managing projects and driving process improvements.
• Previous exposure to business analysis, process reengineering, or continuous improvement initiatives.
• Ability to thrive in an environment that is developing and growing quickly.
• Excellent problem-solving, organizational, and time management skills.
• Able to handle multiple tasks simultaneously; ability to deal with conflicting demands and prioritize tasks as needed.
• Ability to overcome major obstacles and recognize early when issues should be escalated.
• Strong work ethic.
• Must be an effective and collaborative team player.
• High level of honesty and integrity.
• Results-oriented.
