Analyst Product and Services

 Reference Number : 529 
Status : Permanent - Full-time  
Annual Salary / Hourly Rate :  $55 520 - $68 584
Number of positions to be filled : 1 
Application Deadline : 12/15/2024

Did you know that VIA Rail is carrying out ambitious projects to modernize its services and infrastructure? From our new ultramodern train fleet to ongoing improvement of our infrastructure we’re building the future of transportation in Canada. Working for VIA Rail is being a part of a collective effort in sustainable mobility.

The Product and Service team is responsible for designing and managing the passenger experience throughout the customer journey with an emphasis on board trains and in station (including food and beverage and tourism/travel experiences), optimizing VIA Rail’s offering with a customer and revenue/cost focused mindset.

The team works in close collaboration with other departments to plan and implement continuous enhancements, ensuring that we understand customer expectations and anticipate their preferences & needs, supported by customer and market research. 

The Analyst, Product and Services will support the team in the management and development of all aspects of product and service, ensuring we meet the needs of our passengers and are aligned with corporate strategic direction, and across all network services.

Responsibilities:

Support the development and launching of products and services.

• Participate in the development process for new or modified products and services, including research and development of requirements/specifications.
• Conduct benchmarking and trend analysis as required. Coordinate feedback sessions and other related activities with frontline employees and various stakeholders.
• Work with team and front-line managers to plan and oversee testing, iteration phases and implementation of processes, services, products (food and non-food), based on performance metrics.
• Assist or lead in the completion of required documentation (briefs, presentations, etc.) Coordinate with various suppliers and internal stakeholders, as required.

Coordinate internal and external communications as it relates to products and services.

• Support team in the development of menus and other promotional and collateral materials in collaboration with contracted marketing firm and internal Marketing Communications. Adhere to VIA’s branding standards. Ensure all onboard paper and electronic documentation meets accessibility requirements.
• Prepare creative briefs and coordinate with agencies/suppliers. Ensures appropriate distribution.
• Assist with the communications of product and service changes internally by providing updates as required to stakeholder departments, including Customer Experience (frontline) team.  Issue internal bulletins for front line employees and update internal manuals.

Manage various administrative tasks.

• Prepare presentations and take meeting minutes. Coordinate and participate in internal briefings, road shows, focus groups or feedback sessions.

Lead specific product and service initiatives.

• Lead the implementation of identified new or modified products and services based on approved cases, briefs or assessments.
• Define scope of work. Develop and manage timelines and milestones to ensure timely launch. Facilitate planning for training and change any management requirements. Create and/or update all instructional materials

Requirements:

• Degree in Marketing, Business Administration or related field required.
• Minimum 2 years of meaningful experience in tourism, hospitality and customer experience development and management.
• Proficiency with Microsoft Suite.
• Strong organizational skills, including time management and multitasking
• Exceptional communication and teamwork skills.
• Passion for customer service considered essential.
• Must be available to travel to Halifax, Montreal, Ottawa, Toronto, Winnipeg and Vancouver.

At VIA Rail, we are proud to be an employment-equity employer and we strive to form teams that reflect the diversity of Canadian society. We aim to remove barriers to employment accessibility and aspire to provide an inclusive and equitable work environment where everyone is valued, regardless of their identity or differences, to enable them to reach their full potential.

If you need assistance in making the recruitment process or the position you are applying for more accessible, please let us know. Alternate arrangements may be offered to individuals who request them at any stage of the recruitment process. All information received in relation to arrangements will be kept confidential.

Note that we will only contact those who are selected for an interview.

Join our 3,000 other employees in helping provide Canadians with a safe, accessible, environmentally sustainable way to travel!