Business Analyst - Digital Customer Experience

Business Analyst - Digital Customer Experience

Markham, ON, Canada

Job Description

Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, HydroSolution, and Pioneer Plumbing & Heating.

Enercare is a proudly Canadian‑owned company that values a diverse, collaborative culture and prioritizes the health and safety of its employees. We are dedicated to making a positive impact on the communities we serve.

Role: Business Analyst – Digital Customer Experience

Location: Markham, ON

Employment Type: Full-Time

Reports To: Director, Digital Customer Experience

Compensation: $69,136 - $110,618

Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.

Role Summary:

The Business Analyst – Digital Customer Experience plays a critical role in shaping and evolving Enercare’s digital self‑service experiences. Working closely with Customer Experience, Operations, and Technology partners, this role translates business and customer needs into clear, actionable requirements that support the ongoing development and optimization of Enercare’s customer portal.

As part of a dedicated Agile delivery team, the Business Analyst supports both day‑to‑day operations and new feature development, ensuring solutions are customer‑centric, scalable, and aligned to business outcomes. This role acts as a key bridge between stakeholders and delivery teams, helping ensure clarity, alignment, and successful execution.

Key Responsibilities:

• Partner with business and technical stakeholders to understand customer, operational, and business needs, translating them into clear requirements and user stories.
• Facilitate requirements‑gathering workshops, process mapping sessions, and stakeholder working sessions to define scope and solution design.
• Support backlog refinement and sprint planning by ensuring requirements are well‑defined, prioritized, and ready for development.
• Document current‑state and future‑state processes, business rules, and functional requirements to support solution design and delivery.
• Collaborate with QA and Operations teams to support system testing, user acceptance testing (UAT), and operational readiness activities.
• Coordinate and contribute to project and product documentation, including requirements, process flows, release notes, and training materials.
• Partner with Training and Change teams to ensure solutions are well understood and effectively adopted by internal users and support teams.
• Prepare and contribute to internal presentations and updates related to scope, timelines, dependencies, risks, and delivery progress.
• Support governance and working group meetings by tracking actions, risks, issues, and decisions, and ensuring timely follow‑up.
• Proactively identify risks, dependencies, and gaps, escalating issues as needed and supporting mitigation planning with senior stakeholders.
• Contribute to continuous improvement of digital self‑service capabilities by identifying opportunities to enhance customer experience, operational efficiency, and data quality.

Qualifications

• Bachelor’s degree in business, technology, or a related field, or equivalent practical experience.
• 3+ years of relevant experience in a Business Analyst or similar role.
• CBAP™ or other Business Analysis certification is considered an asset.
• Strong understanding of Agile and SDLC methodologies, with experience working on digital or customer‑facing platforms.
• Strong proficiency with visual collaboration tools such as Miro (preferred), Lucidchart, or Visio, with demonstrated experience creating and maintaining high‑quality visual artifacts (e.g., process maps, journey maps, workflow diagrams) to support requirements definition and solution design.
• Demonstrated ability to collaborate effectively with both business and technical teams at all levels.
• Strong analytical, problem‑solving, and critical‑thinking skills, with attention to detail and an ability to see the broader end‑to‑end experience.
• Excellent written and verbal communication skills, including the ability to clearly document and present complex concepts.
• Proven ability to manage multiple priorities and competing demands in a fast‑paced environment.
• Experience working with tools such as Azure DevOps or similar backlog and delivery management platforms is an asset.
• Familiarity with customer portals or self‑service platforms is an asset.

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status, or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

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