Customer Experience Analyst

About the role

The Customer Experience Analyst will join Hydro One’s Customer Experience team in Toronto, supporting the design and optimisation of customer engagement strategies. The role focuses on turning data from CX surveys, internal customer data, and industry best practices into actionable insights that improve the customer journey and support initiatives such as the Virtual Power Plant program.

Key responsibilities

• Translate analytical insights into recommendations using SPSS and Excel.
• Perform quality‑assurance checks on vendor‑provided research.
• Develop and deliver presentations summarising findings and opportunities for stakeholders.
• Leverage external industry research to inform marketing, digital and creative initiatives.
• Analyse customer segmentation data to identify opportunities and support journey‑mapping activities.
• Collaborate with third‑party vendors, managing project timelines and deliverables.
• Participate in project meetings, proposal evaluations and ensure proper implementation of changes.

Required profile

• University degree (or equivalent experience) in business, economics, statistics, mathematics or a related field.
• Minimum 2 years of experience in insights and analytics within a corporate environment.

Required skills

• Proficiency with SPSS.
• Advanced Excel skills for data analysis and reporting.

What we offer

• Competitive monthly salary ranging from $7,220.12 to $9,695.60 (CAD).
• Opportunity to work on innovative energy‑flexibility projects.
• Dynamic team environment within Ontario’s largest electricity provider.