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Process Improvement Analyst

Function: Customer Service/Contact Centers
Location: Halifax Contact Centre, Lower Sackville, Nova Scotia CA
Date posted: 4/30/2018 2:55:04 PM
Type: Full-time
Permanent / Contract: Regular
Job number: 1040631

This position is responsible for the design, development and successful implementation of low to medium level of effort Service Improvement Initiatives as well as representing the voice of the customer on various cross channel projects focused on improving the customer experience

1. Designs, documents and implements low to medium level of effort projects.  Responsible for mapping out basic to intermediate flows of new or existing processes by utilizing Excel and Visio.  Collects feedback from associates and management to determine system requirements for IS Request.  Gathers and analyzes data to complete IS Request NPV and works with appropriate stakeholders to create all financial justifications.  Receives approval from Customer Service groups, stakeholders and cross functional teams impacted by the project before final distribution of process takes place.  Partners with business to create test scripts, if applicable.  Participates in user testing to ensure process works as projected. Partners with the training development group to transition new process documents into effective training materials (30%)
2. Drive the implementation of new processes related to low to medium level of effort projects.  Creates detailed project plans which clearly defines project scope and corresponding action items. Manages multiple projects simultaneously. Meets timelines for deliverables.  Effectively communicates issues and status updates to teams on a regular basis. Participates in weekly status meetings if necessary. (20%)
3. Responsible for tracking the success and reporting of the implementation of low to medium level of effort projects.  Identifies measurement tools to determine overall success.  Participates in sunset meetings in order to gather feedback on effectiveness of new process.  Monitors close loop process and partners with QA to identify areas of opportunity.  Once the project has been implemented, works with departments to identify issues and determine level of effort of potential solutions and works to update new process. (20%)
4. Identifies and implements change management activities.  Partners with departments to identify risks and issues in order to minimize impact prior to launch.  Recommends solutions to any issues that surface and incorporate changes into project plan.  Communicates information to all teams impacted (20%)
5. Represents the voice of the customer on cross functional projects in support of the Easy Brand Promise.  Uses customer feedback to recommend changes to current processes and procedures (10%)


• Candidate must demonstrate ability to handle multiple projects and task simultaneously and to work within tight deadlines and balance workload effectively
• Strong problem solving skills
• Strong verbal and written communication skills
• Basic understanding of process improvement methodologies
• Candidate must be detail orientated and well organized
• Strong interpersonal skills
• Self starter with strong initiative who can work independently, as well as in a team to complete assignments
• Proficiency in Excel, Access, Project, Visio, PowerPoint and Word
• Customer Service experience highly desirable


• Intro to Project Planning
• Effective Meeting Management Skills
• Project Management Training


• 3 to 5 years experience

• Bachelor Degree

Staples is committed to providing accommodation to people with disabilities throughout the job application and interview process to the point of undue hardship. If you require an accommodation during the application or interview process, please contact a Customer Care Representative at 1-866-782-7537. 


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