Digital Customer Experience Analyst
Durham Region (The Regional Municipality of Durham)
Shape digital customer experiences through CRM, workflow, and service analysis in a hybrid position at Region of Durham Headquarters in Whitby.The Specialist, Business Services supports Service Durham’s customer-focused modernization work across online, phone, and in-person channels. You will evaluate digital journeys, platform performance, service processes, and customer needs. Your analysis will inform requirements, testing, enhancements, and accessible service delivery.Key Responsibilities:
Support customer service technology and Digital CX platform evolutionEvaluate digital journeys, usability, accessibility, and channel performanceAnalyze service issues, root causes, risks, and performance gapsCreate business requirements, test plans, and enhancement recommendationsCoordinate with technology partners, vendors, and service departmentsRequirements:
Relevant degree or equivalent combination of education and experienceSeveral years supporting complex service transformation initiativesKnowledge of CRM, contact centres, IVR, portals, and workflow toolsExperience translating needs into requirements and user storiesKnowledge of privacy, accessibility, and information management considerationsApply digital service analysis, accessibility awareness, and requirements expertise to improve customer experiences across Service Durham channels.
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Support customer service technology and Digital CX platform evolutionEvaluate digital journeys, usability, accessibility, and channel performanceAnalyze service issues, root causes, risks, and performance gapsCreate business requirements, test plans, and enhancement recommendationsCoordinate with technology partners, vendors, and service departmentsRequirements:
Relevant degree or equivalent combination of education and experienceSeveral years supporting complex service transformation initiativesKnowledge of CRM, contact centres, IVR, portals, and workflow toolsExperience translating needs into requirements and user storiesKnowledge of privacy, accessibility, and information management considerationsApply digital service analysis, accessibility awareness, and requirements expertise to improve customer experiences across Service Durham channels.
#J-18808-Ljbffr
Vacancy posted 2 hours ago
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