Business Consultant/Analyst (Customer Experience Analyst) - REPOST

Requisition ID: 37569 


Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable cities and is working towards being the greenest city in the world. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, decolonization, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.


Main Purpose and Function

The primary purpose of this position is to design a customer-centric approach to deliver services by enabling technology solutions. Responsibilities include performing business and technical analysis, identifying opportunities and strategies to improve business efficiency and building the end-to-end customer experience. This position has access to confidential information and makes recommendations for changes in methods, tools and procedures that may impact operational areas.


Specific Duties/Responsibilities

  • Establish strong relationships with business units to gain in-depth understanding of their business strategy, processes and technology to address business needs and challenges.
  • Function as a bridge between the business and technology teams to support new solutions and enhancements to meet business needs.
  • Understand the needs and expectations of multiple stakeholders and communicate effectively across the organizational, technical and political boundaries.
  • Develop options for policies, procedures and business process reviews; recommend changes to improve efficiency and effectiveness of service delivery.
  • Use data and apply lean methodologies to analyze customer workflows to eliminate waste, identify alternative solutions, and recommend approaches to develop innovative customer experience strategies to increase business efficiencies.
  • Audit, assess and map end to end service interactions (scenarios, experience and journey) to deliver a consistent customer experience across digital touchpoints.
  • Run post-mortems around customer experience, challenge status-quo and identify opportunities for improvements for systems, processes and user experience.
  • Define project parameters, prepare project plans with timelines, budget and oversee the project life cycle.
  • Evaluate and assess potential technical solutions to meet business needs, and present proposal to leadership.
  • Troubleshoot business and technical issues to determine action.
  • Develop business case for major service change proposals; assess effort, costs, risks and benefits.
  • Perform application configurations in CRM platform to support citizen and agent experience and provide on-going sustainment support.
  • Coordinate and conduct user acceptance testing of fixes and enhancements.
  • Prepare and implement change management plans.
  • Other duties/responsibilities as assigned


Minimum Position Requirements 


  • Relevant post-secondary education, with preference for Business Administration, Business Analysis or similar disciplines.



  • 3 years’ experience as a consultant/analyst within the public sector or a similarly large multi-stakeholder organization.
  • Thorough related experience in a call centre environment is preferred.
  • Must have an in-depth knowledge and experience with call centre processes, operation and CRM tools.


Desired Knowledge, Skills and Abilities:

Business Skills

  • Ability to deal with complex business challenges, tight deadlines and changing variables.
  • A thinker who is customer centric, creative and analytical.
  • Strong project management skills.
  • Excellent critical thinking skills, able to assess options against risks and benefits.
  • Extensive knowledge of municipal business processes.
  • Excellent oral, written and presentation/facilitation skills, with ability to communicate at all levels including the executive level within the organization.
  • Familiar with City of Vancouver culture, policies and corporate applications.
  • Broad knowledge across multiple aspects of the municipal organization (i.e. structure, key players, technology and services).
  • Demonstrated ability to ideate, design and execute on solution delivery with a focus on customer outcomes and experience.


Soft Skills

  • Be results-oriented.
  • Strong attention to detail.
  • Must be self-motivated; able to own projects and work independently with limited guidance.
  • Ability to think strategically and operate tactically.
  • Ability to work independently and as a member of a team.
  • Communicates well with technical and non-technical team members.
  • Ability to manage multiple priorities and respond to requests in a timely manner.
  • Ability to establish and maintain effective working relationships with a variety of internal and external contacts and team members to provide advice, information and assistance.
  • Ability to manage conflicts and differences.



Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work remotely 1 – 4 days a week from locations that are a daily commutable distance from their work at a City worksite.  At this time this position is eligible to be part of the Flexible Work Program.


The City of Vancouver has a COVID-19 Mandatory Vaccination Policy.  All external applicants applying to the City of Vancouver are required to be fully vaccinated as a condition of hire and subject to this policy as a condition of ongoing employment.  Candidates may only be exempted from this requirement if they request and are approved for an accommodation based on a reason related to a Human Rights Code ground (such as disability). Such a request must be made during, not after, the recruitment process.


Business Unit/Department: IT, Digital Strategy & 311 (1070) 

Affiliation: Exempt 

Employment Type: Regular Full Time 

Position Start Date: June, 2023

Number of Positions: 1 RFT & 1 TFT (18 months)

Salary Information: Pay Grade RNG-080: $89,283 to $111,609 per annum


Application Close: June 4, 2023

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous applicants, people of colour, all genders, 2SLGBTQ+ and persons with disabilities are encouraged to apply.  Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion


Before you click Apply now

Once you start your application you can save your work and leave the applications page, however please remember to submit your profile to the specific job requisition before the posting closing date.

In addition to uploading your cover letter and resume, part of the application process may include answering application questions related to the preferred requirements of the role which may take approx.. 5-10mins. Cover letters should express interest and highlight additional information relevant to the position and resumes should include a tailored summary of skills and experience related to the position.


Job Segment: Call Center, Customer Service Representative, CRM, Business Analyst, Project Manager, Customer Service, Technology