Business Analyst / Product Owner – CX & Voice of Customer (VoC)
PeoplePilot
ROLE: Business Analyst / Product Owner – CX & Voice of Customer (VoC)
- Location: Toronto, ON
- Work Model: Hybrid
- Salary: CAD $120,000–$125,000 per year
- Work Authorization: Must be authorized to work in Canada
About the Role
We are looking for an experienced Business Analyst / Product Owner to drive customer experience (CX) and Voice of Customer (VoC) initiatives, with a strong focus on customer feedback, journey improvement, and customer experience measurement.
Key Responsibilities
- Own the product backlog and requirements for Customer Experience (CX), Voice of Customer (VoC), NPS, CSAT, and customer journey initiatives.
- Partner with business stakeholders to define customer measurement frameworks and identify improvement opportunities.
- Translate customer feedback, analytics, and business needs into prioritized features and user stories.
- Drive backlog refinement, sprint planning, User Acceptance Testing (UAT), and release planning with delivery teams.
- Monitor customer experience metrics and ensure targeted business outcomes are achieved.
- Collaborate with CX, Marketing, Operations, Data, and Technology teams to improve customer journeys.
- Work closely with stakeholders and delivery teams to ensure customer-focused initiatives are effectively prioritized and delivered.
Reference: WJ-291_10956552