Business Analyst - Customer Communication Management
Astra North Infoteck Inc.
Job Title: Job Title: Business Analyst – Customer Communication Management (CCM)
Job Description: Job Title: Business Analyst – Customer Communication Management (CCM)
Location: 1 Robert Speck Parkway, Mississauga, ON; Hybrid (3 days/week in office)
Assignment Length: 12 Months (Extendable)
Years of Experience: 6+ Years
Detailed Job Description
The Business Analyst – Customer Communication Management (CCM) will play a key role in Customer Communications & Experience (CCX) organization, supporting customer communication modernization initiatives for leading Canadian financial institutions, insurance companies, and enterprise clients.
The successful candidate will act as a liaison between business stakeholders, product teams, operations, and technology delivery teams to define, document, and deliver customer communication solutions across print and digital channels. The role will focus on customer correspondence, statement generation, regulatory communications, omnichannel document delivery, accessibility compliance, workflow automation, and customer experience transformation.
The candidate will work closely with Product Owners, Architects, Developers, QA teams, Operations teams, and client stakeholders throughout the project lifecycle to ensure business requirements are translated into scalable and compliant technology solutions.
Top 3 Required Skills
1. Business Analysis & Requirements Management
-5+ years of Business Analysis experience in enterprise technology environments.
- Expertise in requirements elicitation, stakeholder workshops, process mapping, user story development, business rules definition, and requirements traceability.
-Strong experience creating:
- BRDs
- Functional Specifications
- Process Flows
- Use Cases
- Data Mapping Documents
- User Stories and Acceptance Criteria
2. Customer Communication Management (CCM) Domain Experience
- Experience supporting Customer Communication, Customer Experience, Document Management, or Digital Communications platforms.
- Understanding of:
- Customer Correspondence
- Statement Generation
- Regulatory Notices
- Marketing Communications
- Print and Digital Delivery Processes
- Experience with communication modernization initiatives.
3. Stakeholder & Project Delivery Management
- Strong communication and stakeholder management capabilities.
- Experience working with Product Owners, Business Partners, Operations Teams, Technology Teams, Vendors, and Client Stakeholders.
- Ability to facilitate workshops, solution reviews, and requirements walkthroughs while managing competing priorities.
Top 3 Preferred Skills
1. CCM Platform Experience
Experience with one or more of:
- Quadient Inspire
- OpenText Exstream
- SmartCOMM
- xPression
- Documaker
2. Agile Delivery & Tooling
- Agile / Scrum delivery experience
- JIRA
- Azure DevOps
- User Story Management
- Backlog Grooming
- Sprint Planning
3. Process & Data Analysis
- BPMN / Visio Process Modelling
- SQL Fundamentals
- Data Mapping
- Interface Analysis
- API Integration Understanding
- UAT Support
Key Responsibilities
Business Analysis & Requirements Management
- Lead requirements gathering workshops with business and technology stakeholders.
- Document business, functional, non-functional, regulatory, and reporting requirements.
- Perform gap analysis between current-state and future-state communication processes.
- Create process maps, workflow diagrams, user stories, and business rules.
- Maintain requirements traceability throughout the SDLC lifecycle.
Customer Communication Management
- Analyze communication processes involving:
- Statements
- Customer Correspondence
- Regulatory Communications
- Marketing Communications
- Print & Digital Customer Communications
- Support implementation and enhancement of CCM platforms and communication workflows.
- Ensure compliance with branding, accessibility, customer experience, and regulatory requirements.
Solution Delivery & Project Support
- Collaborate with Architecture, Development, QA, Product, and Operations teams.
- Participate in Agile ceremonies.
- Review solution designs and impact assessments.
- Validate business acceptance criteria.
- Support testing, UAT, change management, and release activities.
Governance & Compliance
- Ensure adherence to:
- Privacy requirements
- Accessibility standards
- Regulatory obligations
- Audit requirements
- Symcor PMM and SDLC processes
- Support governance documentation and process improvement initiatives.
Education Requirements
- Bachelor's Degree in:
Business Administration
Information Systems
Computer Science
Engineering
Related field
Preferred Certifications
CBAP
PMI-PBA
Agile Business Analyst
Scrum Certification
SAFe Certification
Industry Experience Preferred
Banking
Financial Services
Insurance
Payments
Customer Communications
Digital Experience Platforms
Regulatory Communications
Nice-to-Have Domain Experience
Canadian Banking
Customer Experience (CX) Transformation
Omnichannel Communication Platforms
Print & Mail Operations
Accessibility Programs (AODA)
Accessible Canada Act Compliance
Customer Journey Mapping
Document Presentment & Archival Solutions Workflow Automation Platforms
- ...kick-start your career in a global business? Join ZURU as a Business Analyst and play a hands-on role in driving... ...Responsibilities Support Senior Account Management: Aid in the development and... ...availability metrics that surpass customer expectations. Team Culture: Promote...CustomerFull time
$105k - $132k per year
...Overview: Reporting to the Director, Customer Business Development, this role is accountable... ...important customer portfolios. The Senior Manager Customer Business Development serves as... ...Advanced negotiation, influencing, and communication skills, with the ability to build...CustomerLong term contractTemporary workWork at officeRemote workVisa sponsorshipWork visa3 days per week$150k - $200k per year
.... With more than 70 years of business and technical expertise in mining... ...You will be responsible for managing, coordinating and... ...team environment ~ Strong customer/client focus ~ Strong negotiation... ...Well-developed written and oral communication in English and Spanich...CustomerLong term contractContract workFor subcontractorInternshipLocal areaFlexible hours$130k - $180k per year
...world through positive change. With more than 70 years of business and technical expertise in mining , energy , and... ...currently seeking a highly motivated and experienced Senior Communications Engineering Manager to join our Global Rail Systems team in Mississauga,...SuggestedLong term contractFor contractorsLocal areaFlexible hours- ...Business Analyst / Product Manager – Order Management & Replenishment Experience Required: 6–8 Years Role Description: We are seeking an... ...replenishment processes. • Exceptional written and verbal communication skills with strong interpersonal abilities. • Strong...SuggestedContract work
$100k - $150k per year
...We are seeking a skilled Business Analyst with experience in IFS to join an organisation focused on delivering optimal business solutions... ...and documentation • Proficiency in stakeholder management and communication • Ability to drive change and implement improvements across...Full time- ...envelope contractor, is looking for an ERP Business Analyst to work at our Mississauga location.... ...Costing - Procurement and Vendor Management - Accounts Payable and Receivable... ...business processes. ~ Knowledge of Customer, Vendor data and Product data management...CustomerFull timeFor contractorsWork at officeFlexible hours
- ...Job Responsibility: Responsible for the management of the assigned principals' business (division and/or geographic), within designated customer accounts. Primary responsibility... ...the designated budget. Pro-actively communicate with key principals. Collaborate with...CustomerLong term contractFull timeImmediate start
$80k - $95k per year
...organization is seeking a hands-on Financial Analyst to support business performance financial reporting... ...gross margin reporting by product customer and business segment Partner with... ...Reporting & Analysis Prepare monthly management reports covering sales margins...CustomerFull timeMonday to friday$81k - $84k per year
...change. With more than 70 years of business and technical expertise in... ...career? The Project Information Management group is seeking an Information Management Analyst new graduate with interests in... ...Excellent verbal and written communication skills and the ability to...Long term contractInternshipWork at officeLocal areaFlexible hours- ...MAJOR RESPONSIBILITIES # Provide business management and category information, conduct regular... ...business goals, manage day-to-day customer needs, negotiate and manage promotional... ...distribution, E-comm etc.). # Provide ongoing communication to Team Leader with respect to all...CustomerLong term contractContract workSummer workLocal area
- ...Salesforce Business Systems Analyst (BSA) Mississauga, ON - Onsite (5 Days WFO) 12 months Must-Have 1. Excellent communication skills to effectively interface with management and understand end-user issues 2. Demonstrated technical experience and broad knowledge...Contract work
- ...years of experience with strong project management to manage the Agile project PMI-PGMP... ...ideation to delivery Dive deep into the business domain to understand and to drive the... ...simultaneously in an exciting environment Communicates upward and outward Has strong...Long term contractFull timeInternshipLocal area
$28 - $31 per hour
...Marketing & Communications Manager Job Description Working Conditions: Hybrid (remote and in-person) Hours: Full-time (35 hours/week) Location: Mississauga, Ontario Reports to: Executive Director (or designate) Manages: Marketing interns, volunteers....Permanent employmentFull timeContract workFor contractorsSummer internshipLocal areaRemote work- ...years of experience with strong project management to manage the Agile project PMI-PGMP... ...ideation to delivery Dive deep into the business domain to understand and to drive the... ...simultaneously in an exciting environment Communicates upward and outward Has strong...Long term contractPermanent employmentFull timeInternshipLocal area
- ...a leader in Canadian & U.S. Customs Brokerage, International Freight... ...Reporting to the Department Manager, the Customer Relationship... ...maintaining strong and effective communication with clients—both written and... ...a dedicated book of business. The successful candidate will...CustomerFull timeLocal areaWork from homeWorldwide
- ...Corporate Office Reports to: Manager Service Quality It's not a... ...integration of mid to large customers into the PCL environment,... ...cost, quality, human resource, communications, risk, and procurement. Proven... ...will only be successful as a business if we provide our employees...CustomerLong term contractFull timeWork at officeWorldwideShift work
- ...leading provider of in stock and custom Access Doors Floor Hatches... ...We are looking for an Order Management & Customer Service Representative... ...customer satisfaction and business profitability. This is a... ...ability to manage multiple communication channels simultaneously including...CustomerRemplacementFull timeFor contractorsRemote work
$100k per year
...About The Opportunity As a Business Systems Analyst, you will review, analyze, and evaluate business... ...on AC Responsible for owning, managing, and ensuring responsible work items... ...interpersonal skills, including excellent communication skills and subject matter knowledge...Permanent employmentFull timeInternshipRemote workFlexible hours- ...reactive care to proactive, preventive health management. Through our pioneering connected... ...network, we are seeking a mission-driven customer experience leader to oversee our patient... ...handling of inbound calls, emails, and other communications. Manage the processing of...CustomerFull timeInternshipRemote workWorldwideShift work
$90k - $130k per year
...to the Vice President, Leadership & Culture, the Senior Manager, External Communications will play a critical role in strengthening goeasy’s external... ..., and aligned to the company’s brand, values, and business priorities. What will you be doing? Media Relations:...Contract workWork at officeFlexible hours3 days per week- ...Customer Service Manager We are seeking an experienced Manager to lead our customer service and order entry team. This role is essential in... ...service and support. The ideal candidate will possess strong communication skills, a passion for customer satisfaction, and the...Customer
$65k - $80k per year
...remotely the remaining days Overview: The Assistant Marketing Manager , Customer Execution, owns and drives marketing activations and... ...Knowledge and Skills Required ~ Bachelor's degree in marketing, Business, or related field. ~3-4 years of experience in ecommerce...CustomerLong term contractTemporary workSeasonal workWork at officeRemote workVisa sponsorshipWork visa3 days per week$99.1k - $132.1k per year
...today, we want to hear from you. Sr. Business Systems Analyst (CRM & Marketing – Salesforce & Marketo... ...design to enable scalable, data-driven customer engagement and operational excellence.... ...and acceptance criteria Establish and manage requirements governance, traceability,...CustomerLong term contractFull time- ...geographic area. Including sales prospecting and development of direct business. This is how you WOW: Develop and implement strategic... ...to know you! Together towards a clean world. Benique Lucero | Talent Acquisition Manager ****@*****.***...Long term contractFull timeTemporary work
$85.5k - $95k per year
...role. Reporting to the Director, Customer Success, the Customer Success Manager is responsible for managing and... ...Speak to all market segments/lines of business and make recommendations that... ...and industry knowledge to clearly communicate the company vision and meet customer...CustomerLong term contractFull timeWork at officeRemote workFlexible hours- ...& DevOps, Data Engineering, Business Analysis, QA Automation, Cybersecurity... ...Business Development Manager to drive strategic growth across... ...executives. Present customized corporate training solutions... ...enterprise accounts. ~ Excellent communication and interpersonal skills. ~...CustomerLong term contractFull timeContract work
- ...and create valuable solutions for our customers. We aim for being the first to do the... ...a motivated and results-driven Business Development Manager to manage key strategic accounts and... ...leveraging your industry experience. Communication and Organizational Skills: You possess...CustomerLong term contractLocal areaFlexible hours
$84.1k - $134.1k per year
...Reporting to the Senior Marketing Manager, Away From Home (PFC), this... ...for our priority Foodservice customers while supporting the channel’... ...relationships, understanding business drivers and problem-solving... ...on projects. ~ Excellent communicator with solid organizational and...CustomerTemporary work- ...Business Development Manager - Aerospace & Defence, Nefab Canada Nefab Group is on a growth journey... ...operations, and commercial teams to develop customized packaging and logistics solutions... ...by Customer First, Cooperation, and Communication. This means that we are always...CustomerLong term contractFull timeFor contractorsLocal areaWorldwide
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Business Analyst - Customer Communication Management. Be the first to apply!
- remote business analyst Mississauga, ON
- business analyst Mississauga, ON
- salesforce business analyst Mississauga, ON
- software asset management analyst Mississauga, ON
- technical business analyst Mississauga, ON
- business operations analyst Mississauga, ON
- business analyst contract Mississauga, ON
- business analyst utilities Mississauga, ON
- conseiller en gestion du changement Mississauga, ON
- senior business analyst Mississauga, ON