Customer Solutions Dealer Experience Business Analyst

Napoleon leads the way with innovative engineering, advanced manufacturing techniques, unsurpassed customer service and remarkable product quality. Our award-winning products offer a best-in-class experience for all customers’ home comfort needs. While we are proudly Canadian, Napoleon is also fortunate to operate on a world-wide scale.

The warmth and experience that Napoleon product brings to the homes of our customers transcends borders, language, and cultures to elevate everyday experiences, so you love being home. Throughout North America, Europe, South America and Asia, Napoleon creates memorable moments through our stunning designs and innovative technologies.

This posting is for an existing permanent vacancy and is actively being recruited for.

Title: Customer Solutions/Dealer Experience Business Analyst - 12 month contract

Reports to: Senior Manager Customer Solutions

Hours of work: 8:30 a.m. to 5:00 p.m., Monday to Friday 

Job Purpose: Reporting to the Customer Solutions Senior Manager, the Customer Solutions/Dealer Experience Business Analyst is responsible for understanding the structure, policies and operations of the Customer Solutions & Dealer Experience Departments and providing support & reporting to the Manager, that enable accurate and detailed analysis of the operational success/opportunities of all aspects of the business. Understanding, defining, and mapping business processes with the goal of report writing, programming and report building are the foundation of this position.

Key Responsibilities and Accountabilities:

• Create, update, maintain & develop programs commonly used by the department, including ERP, Phone/Chat systems & tools such as but not limited to Proactive ETA/ATP distribution. Produce expert, high-level and detailed programs & reports using MS Office suite, MS Enterprise systems (ERP, CRM, Phone, Chat), Power BI, data cubes to support the business decisions of the department and the company. Create, update & maintain various documents/reports aimed at improving business analysis and desk level support to the department associates. 


• Create relevant and detailed, automated "dashboard" style reporting (to be auto-updated daily, weekly, monthly, etc. as required) for drill-down and data mining by the Analyst and various leadership.


• Data mine and analyze statistics to support application development, identify trends and streamline efficiencies within the department.


• Participate in the definition of business requirements to enhance current products and tools used by the department.


• Perform process mapping and suggest necessary improvements.


• Produce/program/automate reports and provide critical analysis of reports using MS Office suite, MS Enterprise systems (ERP, CRM, Phone, Chat), Power BI, data cubes and design required reports. Create, update & maintain various documents/reports aimed at improving business analysis.


• Analyze statistics (data mine) to support application development, identify trends and streamline efficiencies within the department; Proactively analyze business processes to determine efficiencies and make recommendations to implement/affect change.


• Participate in the definition of business requirements to enhance current products & tools under guidance of the Senior Manager.


• Regularly meet with front line staff and SMEs (one-on-one or in focus groups) as directed by the Senior Manager to evaluate business requirements and develop action plans to meet all information targets to provide recommendations.


• Responsible for supporting month end reporting.


• Other duties as assigned

Education and Experience:

• Post-Secondary education in Information Systems and/or Computer Science and Business Management, plus relevant work experience


• Minimum of 5 years of relevant experience


• Proficient managing software solutions, manipulating and programming data, MS Office suite, MS Enterprise systems (CRM, ERP, Phone, Chat), Power BI, and Data Cubes

At Napoleon, we believe in creating an environment where our Associates can thrive personally and professionally. Here’s what you can look forward to when you join our team:

 Benefits, Health, Well-being & Support

• Comprehensive health, dental, vision, and life insurance coverage – 100% of premiums paid by the Company!


• Long Term Disability Protection


• Well-being support programs and virtual medical visits


• Employee & Family Assistance Program for mental health and well-being (EAP)

Career Growth & Development

• Training Allowance and continuous learning opportunities and programs


• Leadership development and mentorship programs


• Clear pathways for advancement

 Culture & Community

• Appreciation events, raffles, and team building activities


• Napoleon Cares – A fund sponsored by Associates to help Associates in times of need

 Financial Security

• Competitive total compensation package, inclusive of bonus opportunity


• Retirement savings plan with matching Company contributions (RRSP/DPSP)


• Exclusive Associate discounts on our award-winning products

  Artificial Intelligence Disclosure: As part of our commitment to transparency and fairness in hiring, we disclose that automated tools, including artificial intelligence (AI), may be used to support parts of the recruitment process. This may include functions such as resume parsing, candidate ranking, or initial screening. These tools do not make final hiring decisions but may assist Talent Acquisition in evaluating applications. AI tools used may include systems based on algorithms, statistical models, or machine learning.

The Napoleon Group of Companies is committed to fair and accessible employment practices that attract and retain Associates with disabilities. This includes providing accessibility across all stages of the employment cycle. Accommodation is available upon request.

We thank you for your interest in The Napoleon Group of Companies and for participating in our competition. Only those candidates selected for consideration will be contacted.