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About the Role

The Analyst will support the Customer Experience team by assisting with strategies to optimize customer engagement, provide insights, and offer implementation recommendations. This role will leverage CX surveys, external best practices, internal customer data, customer segmentation, and journey mapping. The Analyst will also collaborate on Hydro One’s demand flexibility customer initiatives, including the Virtual Power Plant program.

Responsibilities

Translate analytical insights into recommendations to deliver increased performance using SPSS and Excel.
Perform Quality Assurance checks on vendor research presented to the business.
Develop presentations for stakeholders and management, summarizing key findings and areas of opportunity.
Leverage industry research to understand customer motivation, needs, and values, sharing influences with Market Solutions for marketing, digital, and creative initiatives.
Analyze and recommend best practices and customer insights to Market Solutions and internal clients to assist in selecting the best messaging, tactics, and channels for customer communication.
Participate in project meetings and proposal evaluations, ensuring correct implementation of changes.
Collaborate with 3rd party vendors and assist with managing project timelines and deliverables.
Utilize segmentation data to identify customer opportunities.
Assist with journey mapping of customer experiences through various touch points to identify improvement opportunities.

Requirements

Requires knowledge of business, economics, Stats, math, to assist in planning and developing customer engagement strategies and programs.
Requires at least 2+ years of experience in insights and analytics within a corporate environment.
Requires experience in Customer Relationship Management, customer segmentation, and overall business strategy.
Requires experience in research and analysis to analyze marketing activity results and provide recommendations for improvement on future campaigns and initiatives.

Skills

SPSS
Excel
Customer Relationship Management
Customer Segmentation
Business Strategy
Research and Analysis
Marketing Activity Analysis

Location

Toronto

Work Type

Regular

Experience Level

2+ years experience in insights and analytics
Up to 4 years experience in research and analysis

Education Level

Four year university education in business, economics, Stats, math, or equivalent experience.

Salary/Compensations

$3,610.06 - $5,157.24 / Bi-weekly

Benefits

Extensive offering of programs to promote a culture of safety, wellbeing, inclusivity, and sustainability.

About the Company

Hydro One is the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers.
Has a long history in the industry with roots dating back over 110 years to 1906.
Focused on providing exceptional customer service and building safe communities.
Recognized by Forbes in its list of Canada’s Best Employers for 2026.
Awarded 'Employer of the year 2026'.

Equal Opportunity

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2026.
Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates.
Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.