CCC Intelligent Solutions Analyst

​​The Opportunity: ​ At Equitable, we believe great things happen when we work together. We’re a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you’re passionate about making a difference and growing your career in an inclusive and collaborative environment, we’d love to hear from you.

Our culture is built on care, passion and curiosity. We put people above all else, strive to be our best and welcome new ideas to deliver positive outcomes.

As a Client Care Centre Intelligent Solutions Analyst, you will play a key role in identifying business needs, solving complex problems, and supporting the achievement of business goals and objectives. Through research, analysis, and collaboration with stakeholders, you will assess current processes, document requirements, and recommend effective solutions that may include training, process improvements, business rule changes, technology enhancements, or new system implementations. Leveraging your analytical skills and understanding of business operations, you will help ensure project success by accurately defining requirements, managing scope, and supporting the delivery of solutions on time and within budget.
Join one of the region’s top employers and be part of something that truly makes a difference.

Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.
Reports To: Product Owner, CCC Shared ServicesDepartment: Client Care Centre Services
Term: Permanent Full-Time
What you’ll do:

Assess, research, analyze and document sponsor/stakeholder needs
Recommend business solutions that satisfy sponsor/stakeholder needs with focus on process improvement opportunities
Analyze on call drivers into the Contact Centre including recommendations on how to mitigate or eliminate calls
Process mapping and revising documentation for processes within the CC and between CC and admin areas or other areas outside the CC. This includes negotiating better TAT’s if applicable
Attend project/initiative meetings, either IT or Operational focused, on behalf of the CC to identify any impacts to the CC
Work with the Individual Project and Training team to ensure proper documentation and tools are provided to the CSR’s
Manage CC operational initiatives as needed
Subject matter expert on the Individual CC
Assess training needs for all projects and initiatives along with Training team
Provide back up to the Specialist team as needed
Recommend business solutions with a focus on process improvement
Act as sole BA on medium to large projects
Consult and coordinates with stakeholders to design and map business processes and procedures
Lead Business Requirement sessions and identifies, tracks and escalates issues for resolution
Prepare and consolidates requirements documentation
Creates or assists others in the writing of user documentation, instructions and procedures
Identify and escalate project risks and issues
Work in partnership with Quality Assurance Analysts to ensure test strategy mitigates business risk
Seek to identify and support resolution of system related production problems quickly, to diminish the impact on productivity and service standards
Assess the magnitude and implications of each problem to determine the best approach to resolution


What you’ll bring:

Previous experience within the contact center space/domain
Strong organization skills and well-developed project management skills
Influencing skills with the ability to negotiate with representatives from other areas
Thorough knowledge and understanding of analysis and productivity improvement methodologies
3-5 years experience as a Business Analyst on medium to large projects
Post secondary degree or equivalent combination of education and work experience
High level of accuracy and attention to detail
Documentation & presentation skills
Strong motivational and communication skills
Adaptable to change
Conceptual Thinking: ability to make the complex simple or link together things not obviously relate
Problem Solving: identifies optimal solutions based on the analysis of causes
Knowledge of the various stages of the business analysis process, including business requirements, data mapping, screen design, workflows, etc
Solid self-management and time management skills
Knowledge of process improvement methodology
In-depth understanding of technical support for system updates & queries
Ability to consider both sides when making decisions (corporate/client) and anticipate potential outcomes (positive/negative)



What’s in it for you:


Career Growth: Regular learning sessions and development opportunities 
Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pension matching 
Time Away: Competitive vacation plus one paid volunteer day each year
Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approach


We’re committed to fair pay and an inclusive, accessible hiring experience. If you need accommodations or alternative formats at any stage, just reach out to us at careers@equitable.ca. We’re happy to help.

If you’re selected to move forward, our Talent Acquisition team will walk you through all the details of our total rewards program, so you know exactly what’s included. This position is open and we are excited to find the right person to join our team. Your base pay will be based on your skills, qualifications, experience and education.

At Equitable, your resume will be reviewed by real people and all hiring decisions are made by our recruiters and hiring managers. AI tools may be used to support administrative and productivity tasks throughout the recruitment process, but we believe that evaluating experience, skills, and talent potential requires meaningful human interaction.

As part of our commitment to maintaining a secure and trusted workplace, candidates selected to move forward in the recruitment process will be required to complete a background screening in accordance with company policy.