Customer Experience Analyst, Sr. (Brampton)

at  Lennox International

Company Profile:
Lennox (NYSE: LII) is an industry leader in energy-efficient climate-control solutions founded over a century ago on the principles of integrity and innovation. Dedicated to sustainability and creating comfortable, healthier environments for our residential and commercial customers while reducing their carbon footprint, we lead the field in innovation with our cooling, heating, indoor air quality, and refrigeration systems.
Job Description:
The Customer Experience Analyst, Sr. will develop business process improvements to drive a positive Customer Experience, as well as implement changes in workflows, structures, and teams to ensure continuous company performance. They will identify and investigate shortfalls in current customer experience processes, assess business processes, establish norms, create documentation, and manage through implementation.
To ensure success, you must be a skilled communicator and be adept at business analysis and project implementation with a deep understanding of the customer’s perspective.

Responsibilities:

• Work extensively with cross-functional stakeholders and business process owners to coordinate end to end requirements, design, testing and deployment including change management associated with initiatives.
• Create detailed process maps and documentation of current and future processes, including customer experience mapping.
• Manage implementations of various enhancements to both business processes and technology implementations.
• Employ Six Sigma and Lean methodologies.

Responsibilities:

• Work extensively with cross-functional stakeholders and business process owners to coordinate end to end requirements, design, testing and deployment including change management associated with initiatives.
• Create detailed process maps and documentation of current and future processes, including customer experience mapping.
• Manage implementations of various enhancements to both business processes and technology implementations.
• Employ Six Sigma and Lean methodologies

Lennox offers employees a variety of flexible work options. This position is a hybrid role working Monday through Thursday in the office with the option to work on Friday at home.

• Competitive base salary
• Excellent medical plans designed to support healthy lifestyles
• Mental and financial health programs
• Pension Plan with company matching
• Employee stock purchase program
• Community involvement opportunities
• Robust employee assistance program
• And much, much more