QUALIFICATIONS:

• Completion of a four-year university degree in Business, Mathematics, Statistics or relevant discipline from an institute of

recognized standing, plus five years of related experience.

• Demonstrated advanced knowledge of Microsoft Office software, including PowerBI and Power Automate.
• Demonstrated advance level skills in data analysis and tools such as Structured Query Language (SQL), Excel, Python, and

Tableau

• Must have advanced knowledge and experience with data modelling and visualization, data warehousing and data integration

processes.

• Demonstrated advanced level experience with data retrieval, development of reporting standards, key performance indicators,

productivity and performance metrics, complex dashboards/reports, sophisticated data analysis, data accurate and integrity.

• Demonstrated advanced level experience with leveraging data analytics and business intelligence to product insights into

actionable business decisions that drive value.

• Demonstrated analytical and problem-solving skills with the ability to understand complex systems and processes, identify

opportunities for process improvement, develop and analyse alternative courses of action and use data and insights to

provide recommendations.

• Demonstrated experience in continuous improvement methods (e.g. Six Sigma, Lean, etc.) and tools (e.g. A3, DMAIC, PDCA,

Root Cause Analysis, etc.), and change management practices (e.g. Prosci, ADKAR) would be an asset.

• Ability to prepare and present complex issues and recommendations in a clear and concise manner both verbally and in

writing to varied and cross-functional audiences.

• Strong attention to detail and ability to work independently and to manage multiple tasks with changing priorities.
• Excellent communication and interpersonal skills, with the ability to work collaboratively with cross-functional teams.
• Experience with customer information systems, customer relationship management (CRM) systems, contact handling

technology, and other enterprise systems (e.g. SAP) is an asset.

unit processes to enhance customer experience and improve performance outcomes.

• Assess business processes for suitability for automation and follow Enterprise prioritization criteria frameworks to select an

Experience business unit.

• Participate in the evaluation of complex business processes, identify pain-points and opportunities for improvement, and mak

• Develop and maintain reports, dashboards, and other analytical tools to support business decision-making, with an emphasis

on automation, using data and reporting tools like PowerBI, Power Automate and other Microsoft tools.

• Analyze data to identify trends, patterns, and provide insights to divisional stakeholders that inform business strategy process

improvements.

• Develop and maintain performance scorecards (individual, departmental and divisional) to assist with coaching and

performance management to achieve Service Level (SL) and Key Performance Indicator (KPI) targets.

• Collaborate with cross-functional teams to gather and synthesize data from various sources and systems – including customer

information systems (e.g. Banner), contact handling technology (e.g. Genesys), and other enterprise systems (e.g. SAP).

• Respond to business performance information requests using data analysis and tools and prepare and/or present information

through formal communication to key stakeholders, including Senior Management.

• Lead reporting initiatives; identifying opportunities and evaluating, recommending, and implementing reports.
• Liaise with Digital & Technology on Master Data Management best practices, data governance, and processes.
• Develop and implement data quality and governance practices to ensure accuracy and consistency of data sources and uses.
• Research and solicit performance metric best practices from other utilities.
• Develop and define reporting standards and data retrieval processes for Customer Strategy & Experience business unit.
• Design, implement, measure, and maintain robotic process automation (RPA) for Customer Solutions & Experience business

unit processes to enhance customer experience and improve performance outcomes.

• Assess business processes for suitability for automation and follow Enterprise prioritization criteria frameworks to select and

implement opportunities.

• Ensure that the automation solutions function as intended and meet the defined requirements by conducting functional testing

and performance testing to validate the automation’s accuracy, reliability, and efficiency.

• Works closely with the various stakeholders to promote and support operational outcomes for Customer Solutions &

Experience business unit.

• Participate in the evaluation of complex business processes, identify pain-points and opportunities for improvement, and make

recommendations for process improvements and process automation.