Senior Business Process Analyst - Product Management and Marketing

Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, HydroSolution, and Pioneer Plumbing & Heating.

A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers. We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.

If you are ready to become one of our Experts, we would love to hear from you.

Role: Senior Business Process Analyst - Product Management and Marketing

Status: Regular, Full Time

Reports to: Senior Manager, Business Process and Continuous Improvement

Division: Enercare Home Services

Location: Birchmount Office (Markham)

Compensation: $74,817 - $118,211

The Senior Business Process Analyst, Product Management & Continuous Improvement is responsible for analyzing business processes, customer journeys, products, and operational workflows to identify opportunities for improvement, innovation, and growth. The role combines business process excellence with product management and product marketing capabilities to ensure products, services, and customer experiences are aligned with business objectives and market needs.

The incumbent will work closely with Operations, Marketing, Sales, Customer Experience, Product Management, and IT teams to define business requirements, optimize processes, enhance customer journeys, and support the development, launch, and continuous improvement of products and services. This role will play a key part in identifying market opportunities, supporting go-to-market initiatives, developing business cases, and ensuring products deliver value to customers while meeting operational and financial objectives. The successful candidate will act as a bridge between business stakeholders, technology teams, and customer-facing functions, leveraging data, process analysis, customer insights, and market intelligence to drive strategic decision-making and organizational performance.

Responsibilities

• Analyze current business processes, workflows, systems, and customer journeys to identify opportunities for improvement.
• Facilitate workshops, stakeholder meetings, and executive presentations.
• Manage stakeholder relationships across Operations, Sales, Marketing, Customer Experience, Finance, and IT.
• Lead process improvement initiatives focused on efficiency, productivity, quality, and customer satisfaction.
• Conduct process audits and performance assessments to ensure continuous optimization.
• Develop future-state business process designs and operating models.
• Monitor and evaluate process improvements through KPI tracking and benefit realization analysis.
• Create process documentation, SOPs, workflow diagrams, and governance frameworks.
• Provide training and change management support for new processes and technologies.
• Partner with business leaders to identify, evaluate, and prioritize new product and service opportunities.
• Support product strategy development by analyzing customer needs, market trends, competitive offerings, and operational capabilities.
• Develop business cases, value propositions, product requirements, and feature prioritization recommendations.
• Gather and document business requirements, user stories, use cases, and functional specifications.
• Conduct customer journey mapping and analysis to identify product enhancement opportunities.
• Partner with Marketing and Sales teams to support go-to-market planning and product launch execution.
• Assist in developing product positioning, value messaging, and customer communication strategies.
• Identify opportunities to improve customer acquisition, onboarding, retention, and overall experience.
• Aid in the development of reporting and dashboards to monitor customer, operational, and product performance metrics.
• Provide recommendations to improve customer adoption, satisfaction, and product utilization.
• Present recommendations and process improvement opportunities to leadership teams.
• Facilitate decision-making discussions utilizing data-driven methodologies and business case analysis.
• Collaborate with cross-functional teams to implement business and product initiatives while minimizing operational disruption.
• Stay informed on industry trends, emerging technologies, customer expectations, and product management best practices.
• Support strategic initiatives that drive revenue growth, customer value, operational excellence, and competitive advantage.

Requirements

• BBA or equivalent post-secondary education

• 10+ years of experience in business process analysis and mapping or a related role supporting Product/Marketing
• Proven ability 5+ years in process re-engineering, process mapping and customer journey mapping.
• Strong understanding of Product Management principles, product lifecycle management, and customer-centric design.
• Knowledge of Product Marketing concepts including market segmentation, competitive analysis, product positioning, and go-to-market planning.
• Experience conducting customer journey mapping, analysis, and service design initiatives.
• Strong analytical and problem-solving skills.
• Proficiency with process mapping and analytical tools (Visio, Excel, SQL, Tableau, Power BI).
• Experience using Lean, Six Sigma, Agile, Design Thinking, or other continuous improvement methodologies.
• Ability to assess operational, customer, financial, and product impacts of business decisions.
• Strong business case development and presentation skills.
• Excellent communication, stakeholder management, facilitation, and influencing skills.
• Ability to work effectively across all organizational levels.
• Strong organizational, project management, and prioritization skills.
• Experience managing multiple initiatives simultaneously within a fast-paced environment.
• Advanced knowledge of Microsoft Office Applications, including Excel and Power BI.

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

Our company leverages artificial intelligence (AI) tools as part of the candidate screening process to help review applications efficiently and fairly. These tools may assist in evaluating qualifications against job requirements. All decisions regarding hiring are ultimately made by our recruitment team. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.