Customer Experience & Data Insights Analyst

BMO

Toronto, Canada
Base: $56,000.00 - $103,500.00; bonus/equity: not ...
Hybrid
Customer interaction analysis
Speech analytics tools
Data storytelling
Analyze call center customer interactions, agent behaviors, and operational data to drive improvements in the customer journey

Job Summary

  • Analyze call center customer interactions, agent behaviors, and operational data to drive improvements in the customer journey.
  • Communicate insights through storytelling and data-driven narratives, translating complex analyses into clear messages for diverse audiences.
  • Partner with cross-functional groups to provide insights supporting improved sales processes, marketing strategies, compliance monitoring, and operational performance.

Matching Summary

Analyze call center customer interactions, agent behaviors, and operational data to drive improvements in the customer journey.

Salary

Base: $56,000.00 - $103,500.00; Bonus/Equity: Not specified; Benefits: health insurance, tuition reimbursement, accident and life insurance, retirement savings plans

Skills & Requirements

Must-have

  • Customer interaction analysis
  • Speech analytics tools
  • Data storytelling
  • SQL
  • Data visualization tools

Nice-to-have

  • AI-enabled tools
  • Financial institution products
  • Creative problem-solving
  • Proactive insight generation

Key Requirements

  • Bachelor's degree in Data Science, Statistics, Business Analytics, Computer Science, or related discipline
  • Experience in data analytics within a customer service/call center environment
  • Experience using SQL, SAS, R, Python, or similar tools
  • Experience with data visualization tools like Excel or Power BI
  • Strong written and verbal communication skills

Work Rights

Not specified

Tailored Resume

Cover Letter