Business Analyst / Product Owner - CX & Voice of Customer (VoC)
Full-time
Acestack
Job Title: Business Analyst / Product Owner CX & Voice of Customer (VoC)
Location: Toronto, ON
Work Mode: Hybrid
Employment Type: Full-Time
Job Description:
Own and manage the product backlog and requirements for Customer Experience, Voice of Customer, NPS, CSAT, and customer journey initiatives
Partner with business stakeholders to define customer measurement frameworks, KPIs, and improvement opportunities
Translate customer feedback, analytics, and business needs into clear, prioritized features, epics, and user stories
Lead backlog refinement, sprint planning, UAT, and release planning in collaboration with Agile delivery teams
Monitor customer experience metrics and ensure initiatives deliver measurable business outcomes
Analyze customer feedback and behavioral data to identify trends, pain points, and opportunities for improvement
Collaborate with CX, Marketing, Operations, Data, and Technology teams to improve end-to-end customer journeys
Define acceptance criteria and ensure requirements are clearly communicated to development and delivery teams
Facilitate stakeholder meetings, requirement workshops, product discussions, and solution reviews
Prioritize product enhancements based on customer impact, business value, data insights, and organizational priorities
Track product performance and provide regular updates on backlog progress, customer metrics, and business outcomes
Support continuous improvement initiatives focused on customer satisfaction, engagement, and overall experience
Vacancy posted 1 day ago
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