Customer Experience Analyst

51895 - Toronto - Regular Not Applicable/Optional

Hiring salary range: $3,610.06 - 4,847.8 / Bi-weekly

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One!

Job Function:
The Analyst will support the Customer Experience team by assisting with strategies to optimize customer engagement, provide insights and implementation recommendations to Hydro One through the efforts of CX surveys, external best practices, mining of all internal customer data, Customer Segmentation, and Journey Mapping.

The Analyst will work collaboratively to support Hydro One’s demand flexibility customer initiatives including the Virtual Power Plant program.

Job Description:

• Translating analytical insights into recommendations to deliver increased performance for our internal client leveraging SPSS and Excel
• Quality Assurance checks of Vendor Research presented to the business
• Develop presentations for stakeholders and management, summarizing key findings and areas of opportunity
• Leverage industry research to understand motivation, needs, and values, sharing the influences with Market Solutions in the development of marketing, digital and creative initiatives
• Analyze and recommend best practices and customer insights back to Market Solutions and various internal clients to assist them in selecting the best messaging, tactics and channels to communicate effectively back to customers
• Participate in project meetings and proposal evaluations, and ensure changes are correctly implemented
• Collaborating with 3rd party vendors and assisting with managing project timelines and deliverables
• Utilizing segmentation data to determine customer opportunities
• Assisting with journey mapping customers experience through various touch points in the organization determining opportunitites for improvement

Selection Criteria:

Education:

• Requires knowledge of business, economics, Stats, math, assist in the planning and development of customer engagement strategies and programs. This knowledge is considered to be normally acquired either through the successful completion of a four year university education in business, economics, Stats, math, or equivalent experience.
  
  Experience
• Requires at least 2+ years' experience in insights and analytics within a corporate environment. In addition, experience in Customer relationship management, customer segmentation,and overall business strategy.
• Requires experience in research and analysis in order to analyze marketing activity results and provide recommendations for improvement on future campaigns and initiatives. A period of up to 4 years is considered necessary to gain this experience.

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2026.

Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email careers@hydroone.com. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

"Employer of the year 2026"

Deadline: July 27, 2026

The base salary for this role considers a variety of factors, including candidates' knowledge, skills, experience, education, and any applicable collective agreement requirements for union-represented positions. Hydro One provides an extensive offering of programs to promote a culture of safety, wellbeing, inclusivity, and sustainability to enable our employees to be the best version of themselves. For management roles, compensation is based on the principle of pay-for performance compensation philosophy, and the amount of annual adjustments and incentive payments depends on how well you and the company perform (subject to plan terms). We encourage open dialogue about compensation with our Talent Acquisition Team, who can provide more detailed information specific to this role.

This posting is for an existing vacancy.

Hydro One uses AI tools to assist in the screening and assessing candidates for this role. Our use of AI does not replace human decision-making.

In the event you are experiencing difficulties applying to this job please consult our help page here. #LI-HYBRID

We thank all applicants for their interest in a career at Hydro One; however, only those candidates who are selected for an interview will be contacted.