Strategic Business Analyst - Transformation & CX Delivery

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

Job summary

City of Toronto’s Customer Experience Division is hiring a Business Analyst to support planning and delivery of complex projects across business, technology and operations. You will define scope, gather requirements and drive initiatives from discovery to transition, ensuring governance and timely delivery.

The role emphasizes business analysis, project leadership, and cross-divisional collaboration to improve employee experience and service outcomes. Hybrid work is available per policy.

Qualifications

• Post-secondary education in public administration, business administration, business analysis or equivalent.
• Experience with business process reviews and service improvements in large organizations.
• Leadership of multiple projects with cross-functional teams and formal methodologies.
• Experience driving digital transformation, governance and benefits realization.
• Familiarity with AI-enabled productivity tools and workflow tools, and contact centre tools is a plus.
• Knowledge of data governance, privacy, accessibility, risk management and change management.

Responsibilities

• Identify opportunities to improve service delivery and customer outcomes.
• Support development and maintenance of delivery roadmaps and benefits measures.
• Provide strategic leadership on service transformation and governance.
• Lead discovery, analysis, business case development and requirements for initiatives.
• Coordinate cross-divisional teams, vendors and stakeholders to implement solutions.
• Contribute to project planning, budgeting and performance tracking.
• Develop and document standard operating policies and training.
• Build cooperative relationships with City divisions to secure resources.

Skills

Project management

Agile methodologies

Stakeholder engagement

Strategic planning

Facilitation

Communication

Vendor management

Education

Public Administration

Business Administration

Business Analysis

Tools

Copilot Studio

Agentforce

Jira

Genesys

Verint

Salesforce

Job description

City of Toronto’s Customer Experience Division is hiring a Business Analyst to support planning and delivery of complex projects across business, technology and operations. You will define scope, gather requirements and drive initiatives from discovery to transition, ensuring governance and timely delivery.

The role emphasizes business analysis, project leadership, and cross-divisional collaboration to improve employee experience and service outcomes. Hybrid work is available per policy.