Business Analyst - Senior

  • 3-5 Year
  • Halifax
  •   Posted On: June 26, 2018
  •   Skills:  Business Analysis, Communication

Job Overview

Roles & Responsibilities


The project scope is to develop a Client Feedback Framework that will outline a best practice approach to Channel Management; Process Standards; and Measurement, Monitoring and Reporting, and make recommendations on an appropriate Client Relationship Management system for the organization. 

Currently, has multiple intake methods for clients (Citizens, Businesses, Agents and Stakeholders) to provide feedback. Feedback is defined as any client interaction (telephone, in-person, mail, web/email, and fax) which requires system documentation and/or follow-up. 

The outcome of this project will be a review of the current processes for receiving client feedback, an assessment of strengths and opportunities for improvement, and a proposal for an organization-wide Client Feedback Framework, which will include at a minimum a Client Feedback Policy, standardized processes, and recommendations regarding an appropriate Client Relationship Management system. 


  • Experience in Channel Management, process development, Client Relationship Management systems, monitoring and reporting. 
  • Experience in facilitating discussion to review current processes for tracking client contact. 
  • Policy objectives based on existing Client Experience Commitment. 
  • How clients can provide feedback (Channel Management), how feedback will be recorded, and responded to. 
  • Implementation milestones and timelines. 
  • Monitoring, measurement and reporting, including process standards and Key Performance Indicators. 
  • Privacy issues. 


If you’re a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment. 

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at [email protected] 

About Ian Martin Group

Founded in 1957, the Ian Martin Group is one of North America's leading consulting and project recruitment firms. As a Certified B Corporation ( our company meets comprehensive standards that measure our impact on employees, suppliers, the community, and the environment. Our guiding statement is: "building authentic connections around meaningful work." The Ian Martin family includes IME, IMT and IMIT – experts in engineering, telecom and information technology respectively We thank all who apply, however, only those selected for an initial interview will be contacted.

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