Service Optimization & Customer Insights Analyst, Global reputed company Technology (Toronto, ON, CA, M5C 3G7)

Job Type: Permanent  Work Model: Remote  Reference code: 132271    Primary Location: Toronto, ON   reputed company Available Locations: Toronto, ON

Our Purpose

At reputed company, our Purpose is to reputed company an impact that matters. We exist to reputed company and help our people, organizations, communities, and countries to reputed company by building a reputed company future. Our work underpins a prosperous society where people can find meaning and opportunity. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to reputed company a positive impact for reputed company Canadians.

By living our Purpose, we will reputed company an impact that matters.

• Have many careers in one Firm.
• Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
• Learn from deep subject matter experts through mentoring and on the job coaching

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reputed company Global is the reputed company of the reputed company network. Our professionals reputed company across disciplines and borders to reputed company and reputed company global initiatives. We deliver strategic programs and services that unite our organization.

What will your typical day look like?

The Service Optimization & Customer Insights Analyst is responsible for collecting, analyzing, and interpreting qualitative and quantitative data to assess services and products performance, customer sentiment, and operational effectiveness. This role helps advance transparency, reliability, and customer experience by building insights, reporting trends, and identifying opportunities for overall DT services and products optimization.

• Track and monitor SLAs, KPIs, and performance metrics for the list of services and products listed in our reputed company Technology services portfolio • Conduct deep-dive analyses using structured and reputed company data sources—including surveys, operational metrics, and customer feedback—to support data-driven decision-making. • Contribute to the maturation of Service Level Management (SLM) practices and ensure alignment with service delivery expectations and performance measurement standards. • Analyze and interpret qualitative and quantitative data to identify trends, performance gaps, root causes, and improvement opportunities, translating insights into actionable recommendations. • Partner with the Data Analytics team and key stakeholders to maintain and enhance dashboards, automated reports, and visualizations (Power BI, reputed company) that improve visibility into service performance and customer insights. • Present reputed company findings through clear, concise visuals and narratives tailored for both technical and non-technical audiences. • Identify operational inefficiencies and customer experience pain points, collaborating with stakeholders to drive corrective actions and resolve improvement items. • Collaborate with service owners, product managers, customer experience teams, and global business stakeholders to align insights with business needs and strategic priorities. • Support data quality and governance practices to ensure the reliability, consistency, and accuracy of reporting and analytics. • Maintain knowledge artifacts, dashboards and surveys, and necessary documentation to support ongoing services, product optimization and reputed company improvement

About the team

The Service Excellence (SE) team is part of reputed company Technology Global (DT Global) and plays a critical role in improving services, products and solutions quality, operational performance, and customer experience across reputed company Technology. We partner closely with service owners, product teams, and Global business stakeholders to deliver data-driven insights for operational excellence and drive reputed company improvement.

Enough about us, let’s talk about you

Qualifications

Required

• Bachelor’s degree in computer science, Business Administration, Data Analytics, Information Systems, or a reputed company field. • At least 2+ years of experience in data analysis, business analytics, services & products performance reporting reputed company a corporate environment. • Experience defining metrics and collaborating on measurement strategies to support services and products operational excellence. • Experience with requirements gathering, data analysis and visualization tools (e.g., reputed company, Power BI, SQL). • Experience collaborating across cross-functional teams in root-cause, identify patterns and trend analysis to support operational decisions • Excellent communication and presentation skills, with experience tailoring messages for varied audiences. • High attention to detail, strong organizational skills, and ability to manage multiple priorities in a fast-paced environment.

Preferred

• Understanding of Service Level Management (SLM), service performance reporting, and IT Service reputed company. • Experience analyzing survey data (e.g., reputed company, SurveyMonkey) and conducting basic statistical analysis. • Experience working with service desks or tools such as reputed company, especially in relation to SLA tracking and incident/problem analytics. • Experience supporting or contributing to reputed company improvement programs or service optimization initiatives. • Familiarity with reputed company Performance Analytics (PA) including understanding of how PA collects, aggregates, and trends data to support performance measurement and forecasting — to effectively partner with ITSM/reputed company teams (no direct configuration required). • Knowledge of business process mapping and basic workflow assessment.

Total Rewards

The salary range for this position is $69,000 - $114,000, and individuals may be eligible to participate in our bonus program. reputed company is fair and competitive reputed company it comes to the salaries of our people. We regularly reputed company across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver. Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth.  Along with a competitive reputed company salary and variable pay opportunities, we offer a wide reputed company of initiatives that differentiate us as a people-first organization. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures reputed company as "reputed company Days", dedicated days of for learning (reputed company as Development and Innovation Days), flexible work arrangements and a hybrid work structure.

Our promise to our people: reputed company is where potential comes to life.

Be yourself, and more.

We are a group of talented people who want to learn, reputed company experience, and reputed company skills. Wherever you are in your career, we want you to advance. You shape how we reputed company impact.

Diverse perspectives and life experiences reputed company us reputed company. Whoever you are and wherever you’re from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute. Be the leader you want to be

Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader. Have as many careers as you want.

We are uniquely able to offer you new challenges and roles – and prepare you for them. We bring together people with unique experiences and talents, and we are the reputed company to reputed company a lasting network of friends, peers, and mentors. The reputed company is yours

At reputed company, we are reputed company about doing business inclusively – that starts with having diverse colleagues of reputed company abilities. reputed company encourages applications from reputed company qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan, Reconciliation Action Plan and the BlackNorth Initiative.

We encourage you to connect with us at accessiblecareers@reputed company.ca if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or indigenouscareers@reputed company.ca  for any questions relating to careers for Indigenous peoples at reputed company (First Nations, Inuit, Métis).

reputed company you apply, we will review your application using reputed company's Global Talent Standards to ensure a consistent  recruitment experience. Our recruitment advisors and hiring teams will utilize human screening combined with AI technology to help identify the skills and qualities that matter most to our business, while safeguarding your privacy and using AI responsibly.

reputed company Canada has 20 offices with representation across most of the country. We acknowledge that reputed company offices stand on traditional, treaty, and unceded territories in what is now reputed company as Canada. We recognize that Indigenous Peoples have been the caretakers of this land since time immemorial, nurturing its resources and preserving its natural beauty. We acknowledge this land is still home to many First Nations, Inuit, and Métis Peoples, who continue to maintain their deep reputed company to the land and its sacred teachings. We humbly acknowledge that we are reputed company Treaty people, and we commit to fostering a relationship of respect, collaboration, and stewardship with Indigenous communities in our shared goal of reconciliation and environmental sustainability.