Analyst, Customer Experience

Socket.dev; Toronto; Hybrid; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive base pay

Benefits plan for you and family

Career growth and advancement

Diversity & inclusive team

Job summary

Reliance Home Comfort in Toronto is seeking an Analyst, Customer Experience to deliver best-in-class service. You will analyze customer feedback, report results, and work with cross‑functional teams to improve processes.

The role requires a post-secondary degree in Business/Commerce, 3+ years in CX/NPS, and strong Excel and data management skills. Travel to branches may be required. This is a hybrid position with opportunities for growth and recognition.

Qualifications

• Post-secondary education in Business/Commerce or equivalent.
• Minimum of three years in relevant business experience, CX/NPS experience preferred.
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate information with attention to detail and accuracy.
• Advanced level experience with Microsoft Excel (Pivot Tables, VLOOKUP, etc.).
• Effective communication skills to prepare data and reports clearly.
• Strong understanding of data management and governance.

Responsibilities

• Undertake a data focused view for customer retention and acquisition with the purpose of delivering a best-in-class customer experience.
• Interpret & classify data, analyze results using statistical techniques and provide ongoing reports.
• Analyze quantitative and qualitative feedback from customers and communicate results monthly to Executive team.
• Management of NPS systems (Qualtrics) for day-to-day operations.
• Collaborate with individuals from all business units to champion customer experience.
• Identify continuous improvement opportunities and lead development, execution and reporting of results.
• Lead training sessions for new hires and contractors.

Skills

Data analysis

Communication

Attention to detail

Independent work

Travel readiness

Education

Post-secondary education in Business/Commerce or equivalent

Tools

Qualtrics

Microsoft Excel

Job description

Find Your Limitless with Reliance

By joining Reliance as an Analyst, Customer Experience, you’ll become an important Team Member and will be provided with the tools you need to succeed. We have ambitious growth plans and are looking for Team Members who want to grow with us. At Reliance, we pride ourselves on the fact that we provide limitless opportunities for growth and we encourage it by rewarding our Team Members for their success in many ways. If you’re ready to find your limitless – join us!

What do we offer?

• The tools you need to succeed – including the tools for the job as well as training and development programs
• A successful and knowledgeable team to be part of and learn from
• Competitive base pay plus the ability to earn more tied to your success – the only limit is your potential

• A great benefits plan for you / your family
• Career paths so you can advance in the company
• Awarded Canada’s Most Admired Corporate Cultures with a proudly diverse and inclusive team

What will you do?

• Undertake a data focused view for customer retention and acquisition with the purpose of delivering a best-in-class customer experience.
• Interpret & categorize data, analyze results using statistical techniques and provide ongoing reports.
• Analyze quantitative and qualitative feedback from our customers and communicate results monthly during branch calls and presentations to the Executive team.
• Management of NPS systems (Qualtrics) for day-to-day operations.
• Collaborate with individuals from all business units and field teams to champion customer experience.
• Identify continuous improvement opportunities and take the lead in the development, execution and reporting of results.
• Support in the development, planning and execution of process creations/refinements, including annual target planning and quota setting.
• Lead training sessions for new hires, including technicians, HCAs, managers, and contractors.

What do you bring?

• Post-secondary education in Business/Commerce or equivalent.
• Minimum of three (3) years in relevant business experience, previous Customer Experience/NPS work experience is preferred.
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate information with attention to detail and accuracy.
• Advanced level experience with Microsoft suite, including Excel (i.e., VLOOKUP’s, Pivot Tables, etc.)
• Effective communication skills to prepare all data and associated reports and presentations in a clear and concise manner.
• Strong understanding of data management and governance.
• Able to work independently with a self-starter attitude, while also multi-tasking & setting priorities.
• Excellent written and verbal communication skills.
• Ability to “connect the dots” and unearth opportunities for process improvement and documentation, to deliver a better customer experience.
• Willingness to travel as needed - ride longs, training sessions, meetings, branch visits, etc.

Why Reliance?

As a leader in home services and energy efficient solutions for over 60 years, Reliance Home Comfort® (Reliance) is committed to being the Destination of Choice by delivering exceptional experiences for customers seeking comfort and team members seeking a rewarding, inclusive workplace. With over 2 million customer relationships, Reliance is a trusted source and has become one of Canada’s largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers. Headquartered in Toronto, Reliance employs a workforce of over 2,700 Team Members across 28 branches in Canada and two locations in the United States. Reliance has been certified as a Great Place to Work in 2024 and has been recognized as one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital, for eight consecutive years since 2016. Reliance remains focused on sustainability, workplace safety, diversity, inclusivity, and prudent governance.

This posting is for an existing vacancy.

We use AI enabled tools to support parts of our selection process; however, every hiring decision is reviewed and finalized by our people.

Reliance Home Comfort is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds including minorities and those with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

For more information, please visit www.reliancehomecomfort.com.

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