Customer Experience Analyst (Transit)

The Role

Tracks, monitors, and documents issues with transit customer service systems (fare system, MobilityPLUS). Coordinates with internal technical staff and vendor for resolution/fixes, and communicates to customer-facing direct service staff and the public. Maintains program documents and reference guides. Identifies and analyses trends, gaps, and business processes to develop improvements and enhancements to the customer experience. 

Duties/Responsibilities

• Resolves customer issues related to fare cards. Investigates problems and follows up with customers. Reverses payments and credits customer accounts per criteria and limits. 
• Identifies, analyses, troubleshoots, and documents transit fare system issues, and follows up with customers for information. 
• Works with transit technical staff and system vendor to review technical issues, exchange information, problem solve, and coordinate timelines and priorities for timely resolution. Monitors and follows up until issues are resolved.
• Creates and maintains a log to document and track system issues and resolutions. Maintains related program data, including resources and job aids used by customer-facing direct service staff. Provides user support to staff.
• Communicates customer issues to other divisional staff (e.g., customer service, marketing, operations). Creates and maintains customer notices and articles for the service first contact centre (SFCC).  
• Participates on project teams to represent the client and user experience perspective. Works with vendor, transit technical staff, and corporate ITS regarding system configuration, testing, troubleshooting, validation, end-user training, and rollout. Provides input into project plans. 
• Assesses current processes and trends, and consults with system users for feedback. Recommends changes to transit system applications to improve the customer experience.
• Provides input to management regarding program processes, forms, scripts, communications, and policies.
• Provides reports and data for performance metrics and the Department’s dashboard.
• Works with cross-functional teams to identify end-to-end solutions to improve the customer experience.
• Handles escalations from customers or assigned by senior management.
• Has a p-card and signing authority (e.g., test fares, web transactions, payment reversals).
• Backs up some duties of the Customer Service Coordinator and Customer Experience Project Coordinator.
• Performs related duties as assigned.

Knowledge, Skills, and Abilities

• Knowledge and skill acquired through a 2 or 3-year diploma/degree in a related field plus 2 years of directly related experience, or an equivalent combination of education and experience such as a grade12 education plus 5 years of directly related experience. 
• Knowledge and skill in client experience and problem management/troubleshooting principles, methodologies, and issue resolution techniques (e.g., ITIL), and business process analysis.
• Functional knowledge and technical understanding of customer service applications/systems.
• Knowledge of and ability to comply with policies, procedures, legislation, and vendor system agreements. 
• Organizational, analytical, project coordination, and problem solving skills to work independently; track, analyze, and troubleshoot issues; monitor and follow up with others for issue resolution; and identify and recommend system changes and fixes to enhance the customer experience. 
• Communication, human relations, and presentation skills to describe system issues clearly using technical terminology (according to audience); provide information and updates to divisional staff and customers; triage with customers and resolve issues; provide training and support to other staff and management; and participate as an effective team member.
• Computer skills with ability to use software such as Microsoft Office (including Excel) and electronic datasets/databases. Ability to create and maintain spreadsheets and reports.
• Ability to read and understand technical manuals, updates, bulletins, system specifications, and system implementation and testing plans. Ability to write/develop user guides, standard operating procedures, test plans, and communications to staff. 
• May be required to alter working hours for systems testing, and requested to work weekend hours to meet deadlines.
• Ability to travel within Waterloo Region.
• Ability to support and demonstrate the Region’s values.