Job Description
We Deliver the Goods:
- Competitive pay and benefits, including Health & Wellness Benefits, Employee Stock Purchase Plan, RRSP, Paid Direct Drug Card, & Scholarship Opportunities for children of associates, Paid Time Off, and much more
- Growth opportunities performing essential work to support North America’s food distribution system
- Safe and inclusive working environment, including culture of rewards, recognition, and respect.
Position Purpose:
The Service Excellence Analyst is responsible for analyzing customer, operational, and
service performance data to identify trends, improve customer experience, and reduce
operational errors. This role partners with business leaders, customer service teams, and
operational stakeholders to develop reporting, monitor key performance indicators (KPIs),
and recommend process improvements that drive service excellence, efficiency, and quality
outcomes.
Primary Responsibilities:
Collect, analyze, and interpret customer experience and operational performance
data.
Develop, maintain, and automate reports, dashboards, and scorecards to monitor
service performance.
Identify trends, patterns, and root causes impacting customer satisfaction and
operational accuracy.
Provide actionable recommendations based on data-driven insights.
Track and report key performance indicators (KPIs), service level agreements (SLAs),
and quality metrics.
Customer Experience Improvement
Analyze customer feedback, survey results, complaints, and service interactions to
identify improvement opportunities.
Partner with business leaders to develop initiatives that enhance the customer
experience.
Monitor customer satisfaction metrics and measure the effectiveness of
improvement efforts.
Support the implementation of customer-centric best practices across the
organization.
Required Qualifications:
2+ years of experience in data analysis, operational reporting, customer experience,
quality assurance, or related roles.
Experience analyzing large datasets and translating findings into business
recommendations.
Strong proficiency with Microsoft Excel, Power BI, Tableau, or similar reporting tools.
Knowledge of KPI development, trend analysis, and root cause analysis
methodologies.
Strong analytical, problem-solving, and critical-thinking skills.
Excellent written and verbal communication skills.
Key Competencies:
Data Analysis
Customer Focus
Continuous Improvement
Root Cause Analysis
Problem Solving
Business Acumen
Attention to Detail
Communication & Presentation Skills
Success Measures
Improvement in customer satisfaction scores.
Reduction in operational error rates.
Increased process efficiency and service quality.
Timely and accurate reporting of service metrics.
Successful implementation of process improvement initiatives.
Strong stakeholder adoption of data-driven recommendations.
Required Qualifications
2+ years of experience in data analysis, operational reporting, customer experience,
quality assurance, or related roles.
Experience analyzing large datasets and translating findings into business
recommendations.
Strong proficiency with Microsoft Excel, Power BI, Tableau, or similar reporting tools.
Knowledge of KPI development, trend analysis, and root cause analysis
methodologies.
Strong analytical, problem-solving, and critical-thinking skills.
Excellent written and verbal communication skills.
Compensation
22.00 Hr
