AI-Driven CX Business Analyst (Hybrid)

City of Toronto; Ontario (CA); Hybrid; USD 64,000 - 95,000; Full time

Job summary

The City of Toronto is seeking a Business Analyst 311 to lead AI enablement for 311 Toronto and the Customer Experience Division. You will identify AI opportunities, establish priorities, and drive cross-divisional initiatives from discovery through implementation and sustainment.

You will provide strategic advice on AI opportunities, risks, governance and organizational readiness, while improving employee experience, operational effectiveness and evidence-based decision-making.

Qualifications

• Post-secondary education or equivalent in public administration, business analysis or related field.
• Experience leading AI or digital transformation initiatives with governance and value realization.
• Proven ability to manage multiple projects with cross-functional teams and formal PM methods.
• Knowledge of responsible AI, data governance, accessibility and risk management.
• Strong communication, facilitation and senior management briefing skills.

Responsibilities

• Leads AI opportunities identification, evaluation and implementation to improve service delivery.
• Develops and maintains the CXD AI roadmap and benefits realization measures.
• Provides strategic leadership on AI-enabled service transformation and governance.
• Conducts discovery, business analysis, and requirements development with stakeholders.
• Leads cross-divisional teams and manages vendors to implement AI solutions.
• Prepares and presents documentation, budgets, and project plans.

Skills

AI enablement

Project leadership

Business analysis

Stakeholder engagement

Governance & policy

Education

Post-secondary education in public administration or business analysis

Tools

Copilot Studio

Agentforce

Jira

Genesys

Verint

Salesforce

Job description

The City of Toronto is seeking a Business Analyst 311 to lead AI enablement for 311 Toronto and the Customer Experience Division. You will identify AI opportunities, establish priorities, and drive cross-divisional initiatives from discovery through implementation and sustainment.

You will provide strategic advice on AI opportunities, risks, governance and organizational readiness, while improving employee experience, operational effectiveness and evidence-based decision-making.