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Job summary

Drive customer experience and Voice of Customer initiatives by owning the product backlog and defining measurement frameworks. Collaborate with cross-functional teams to translate customer feedback into prioritized features and improved customer journeys.

Job details

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. How to Apply Interested candidates can apply directly through the external application link. Please submit your updated resume highlighting your relevant Business Analysis, Product Ownership, Customer Experience (CX), Voice of Customer (VoC), NPS, CSAT, and customer journey experience.

What you’ll do

Drive customer experience and Voice of Customer initiatives by owning the product backlog and defining measurement frameworks. Collaborate with cross-functional teams to translate customer feedback into prioritized features and improved customer journeys.

Requirements

Requires an experienced professional with a background in Business Analysis and Product Ownership specifically focused on CX, VoC, NPS, and CSAT. Must be authorized to work in Canada and possess strong skills in backlog refinement and stakeholder collaboration.

Listed skills

• Business analysis · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Business Analysis
• Product Ownership
• Customer Experience (CX)
• Voice of Customer (VoC)
• NPS
• CSAT
• Customer Journey Mapping
• Backlog Management
• User Stories
• User Acceptance Testing (UAT)
• Sprint Planning
• Release Planning
• Stakeholder Management
• Customer Feedback Analysis
• Requirement Gathering
• CX Measurement

Job areas

• Data & Analytics
• Customer Service & Support
• Management & Leadership
• Marketing
• Technology