AI-Driven CX Transformation Analyst (Hybrid, 12-month)

City of Toronto; Toronto; Hybrid; CAD 89,000 - 133,000; Full time

Job summary

City of Toronto seeks a Business Analyst 311 to lead AI enablement within the Customer Experience Division. You will apply business analysis and project leadership to identify, assess and implement AI solutions that improve customer experiences and service accessibility.

Reporting to the Director, Service Design & Delivery, you will develop use cases and governance practices, guide cross-divisional teams, and drive continuous improvement, while aligning with corporate objectives and budget

Qualifications

• Post-secondary education in public administration, business administration, or business analysis.
• Experience leading AI or digital transformation initiatives in large organizations.
• Ability to work across divisions and manage multiple projects.
• Knowledge of governance, policy considerations and organizational readiness for AI.
• Strong communication and stakeholder engagement skills.

Responsibilities

• Leads AI opportunities identification and implementation across CXD.
• Develops and maintains the CXD AI roadmap.
• Provides strategic leadership on AI-enabled service transformation.
• Leads discovery, business analysis, and requirements development for AI initiatives.
• Manages cross-divisional teams, vendors, and monitoring of outcomes.
• Presents findings to senior management.

Skills

Agile project management

Stakeholder engagement

Strategic planning

Facilitation

Policy analysis

Change management

Education

Public administration

Business administration

Business analysis

Equivalent combination

Tools

Copilot Studio

Agentforce

Jira

Genesys

Verint

Salesforce

Job description

City of Toronto seeks a Business Analyst 311 to lead AI enablement within the Customer Experience Division. You will apply business analysis and project leadership to identify, assess and implement AI solutions that improve customer experiences and service accessibility.

Reporting to the Director, Service Design & Delivery, you will develop use cases and governance practices, guide cross-divisional teams, and drive continuous improvement, while aligning with corporate objectives and budget