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About the Role
Reliance is seeking an Analyst, Customer Experience to join their team. This role is crucial for driving customer retention and acquisition through data analysis, aiming to deliver a best-in-class customer experience. The position offers limitless opportunities for growth and rewards success.
Responsibilities
- Undertake a data-focused view for customer retention and acquisition to deliver a best-in-class customer experience.
- Interpret and categorize data, analyze results using statistical techniques, and provide ongoing reports.
- Analyze quantitative and qualitative customer feedback and communicate results monthly during branch calls and presentations to the Executive team.
- Manage NPS systems (Qualtrics) for day-to-day operations.
- Collaborate with individuals from all business units and field teams to champion customer experience.
- Identify continuous improvement opportunities and lead their development, execution, and reporting.
- Support the development, planning, and execution of process creations/refinements, including annual target planning and quota setting.
- Lead training sessions for new hires, including technicians, HCAs, managers, and contractors.
Requirements
- Post-secondary education in Business/Commerce or equivalent.
- Minimum of three (3) years in relevant business experience.
- Previous Customer Experience/NPS work experience is preferred.
- Strong analytical skills with the ability to collect, organize, analyze, and disseminate information with attention to detail and accuracy.
- Advanced level experience with Microsoft suite, including Excel (i.e., VLOOKUP’s, Pivot Tables, etc.).
- Effective communication skills to prepare all data and associated reports and presentations in a clear and concise manner.
- Strong understanding of data management and governance.
- Able to work independently with a self-starter attitude, while also multi-tasking & setting priorities.
- Excellent written and verbal communication skills.
- Ability to “connect the dots” and unearth opportunities for process improvement and documentation to deliver a better customer experience.
- Willingness to travel as needed for ride-alongs, training sessions, meetings, and branch visits.
Skills
- Data Analysis
- Customer Retention
- Customer Acquisition
- Customer Experience
- Data Interpretation
- Data Categorization
- Statistical Analysis
- Reporting
- NPS Systems
- Qualtrics
- Collaboration
- Process Improvement
- Process Development
- Training
- Microsoft Suite
- Microsoft Excel
- VLOOKUP
- Pivot Tables
- Data Management
- Data Governance
- Independent Work
- Self-starter
- Multi-tasking
- Prioritization
- Written Communication
- Verbal Communication
Location
- Canada
Work Type
- Hybrid
Experience Level
- 3+ years relevant business experience
Education Level
- Post-secondary education in Business/Commerce or equivalent
Salary/Compensations
- Competitive base pay plus the ability to earn more tied to your success
Benefits
- Tools for success (training and development programs)
- Competitive base pay plus earning potential
- Great benefits plan for you/your family
- Career paths for advancement
About the Company
- Reliance Home Comfort® (Reliance) is a leader in home services and energy-efficient solutions for over 60 years.
- They are committed to being the Destination of Choice by delivering exceptional experiences for customers and a rewarding, inclusive workplace for team members.
- With over 2 million customer relationships, Reliance is a trusted source and one of Canada’s largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers.
- Headquartered in Toronto, Reliance employs over 2,700 Team Members across 28 branches in Canada and two locations in the United States.
- Reliance has been certified as a Great Place to Work in 2024.
- Recognized as one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital for eight consecutive years since 2016.
- Focuses on sustainability, workplace safety, diversity, inclusivity, and prudent governance.
Equal Opportunity
- Reliance Home Comfort is an equal opportunity employer.
- Welcomes and encourages applications from candidates of all backgrounds including minorities and those with disabilities.
- Accommodations are available on request for candidates taking part in all aspects of the selection process.