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- Job Category: Policy, Planning & Research
- Division & Section: Customer Experience, Channel Experience & Innovation
- Work Location: Metro Hall, 55 John St., Toronto (Hybrid Work in accordance with the City of Toronto’s Remote Work Policy )
- Job Type & Duration: 1 Full-Time, Temporary (12 month) Vacancy

Salary Range: $89,337.00 - $132,880.00

- Shift Information: Monday to Friday, 35 hours per week
- Affiliation: Non-Union
- Number of Positions Open: 1
- Posting Period: 22-Oct-2026 to 05-Nov-2026

Are you passionate about AI and curious about how it can support a better customer experience? Are you a business analyst and project leader looking for an opportunity to use AI to drive improvement?

Reporting to the Director, Service Design & Delivery, the Business Analyst 311 leads AI enablement for 311 Toronto and the Customer Experience Division (CXD). Using business analysis and project leadership skills, they identify, assess and implement artificial intelligence solutions that improve customer experiences, enhance service accessibility, and support service excellence.

The Business Analyst 311 identifies opportunities to apply AI, establishes priorities, use cases, requirements and governance practices, and leads cross-divisional initiatives from discovery through implementation, operational sustainment, and continuous improvement. They provide strategic advice to senior management on opportunities, risks,



policy implications and organizational readiness associated with AI-enabled service delivery, while supporting improvements to employee experience, operational effectiveness and evidence-based decision-making.

- Leads the identification, evaluation, prioritization and implementation of AI opportunities across CXD to improve service delivery, customer outcomes, employee productivity, and organizational effectiveness.
- Develops and maintains the CXD AI roadmap, including use-case identification, business prioritization, perks realization measures and implementation plans aligned with divisional and corporate objectives.
- Provides strategic leadership and expert advice on AI-enabled service transformation, including opportunities, risks, governance requirements, policy considerations and organizational readiness.
- Leads discovery, business analysis, business case development and requirements development activities for AI initiatives, working with operational, technology, policy and customer experience stakeholders to define business needs, implementation approaches, and success measures.
- Leads cross-divisional teams, partners, and vendors to plan, implement, monitor and continuously improve AI-enabled solutions, while establishing performance measures to evaluate customer impact, operational outcomes, and business value.
- Conducts research into AI, ensuring that such research takes into

📌 BUSINESS ANALYST 311 (Toronto)
🏢 City of Toronto
📍 Toronto