Innovations and Development

2 weeks ago

Montreal, Quebec, Canada Kitco Metals Inc Full time

PURPOSE
We are seeking a highly motivated and innovative Innovation and Development Specialist to join our team at Kitco.

As the CX Innovation and Development Specialist, you will play a key role in enhancing our customer experience by implementing and creating new technologies, leveraging data intelligence, and optimizing our CRM system.

Your primary focus will be on identifying improvements that enhance customer experience, exceed expectations, and drive results.

Key Responsibilities and accountabilities

The responsibilities of this position include, but are not limited to the following:
Implementation and creation of new technologies for the CX Team:

  • Identify and assess emerging technologies that can improve customer experience and enhance our ability to serve customers effectively.
  • Implement and integrate innovative solutions to enhance CX processes and operations.
  • Collaborate with IT teams to provide CX IT support and ensure smooth technology integration.

Data Intelligence and Reporting:

  • Utilize data analytics tools, such as SQL, Power BI, Tableau, and MS Excel, to analyze complex datasets.
  • Extract insights and recommendations from data to make informed decisions for CX improvements.
  • Monitor and report key performance metrics related to customer experience.

CRM System Specialist:

  • Oversee and optimize the ERP and CRM systems to enhance customer interactions and retention.
  • Ensure the CRM system is aligned with the customer journey and feedback from the voice of the customer.
  • Develop strategies to leverage the CRM system for effective customercentric solutions.

Strategy and Development:

  • Collaborate with Marketing, Operations, and Sales to develop new processes and improve existing processes, products, and services based on the customer journey and voice of the customer feedback.
  • Employ Design Thinking techniques, such as empathy maps and mind mapping, to target process weaknesses with the end user/customer in mind.
  • Evaluate new technologies and guide teams in implementing appropriate solutions.
  • Drive innovation, value, and efficiency through relationships and strategic partnerships.

REQUIRED SKILLS AND COMPETENCIES

  • Bachelor's degree in computer science, Statistics, Math, Engineering, Economics, Finance, or related fields.
  • 5+ years of experience in a Data Analyst position or projects involving big data.
  • People management skills and strong commercial acumen.
  • Proficiency in business intelligence tools and data warehouse systems like SQL, Tableau, and MS Excel.
  • Strong analytical and statistical analysis skills to extract insights and provide recommendations.
  • Consultative mindset and ability to navigate complex structures and ambiguities.
  • Interest and intellectual curiosity in innovation, exponential technologies, and driving value through relationships.
  • Ability to think creatively and generate new ideas for product development and improvement.


The role requires both verbal and written communication in English for communication with vendors, partners (solution providers, development extensions, etc.) located outside Quebec.

Project success and company reputation require efficiency and effectiveness in English communication.

Benefits:

  • Dental care
  • Life insurance

Schedule:

  • Monday to Friday

Ability to commute/relocate:

  • Montréal, QC H3B 1M1: reliably commute or plan to relocate before starting work (required)

Experience:

  • IT support: 1 year (preferred)

Licence/Certification:

  • CompTIA A+ (preferred)

Work Location:
Hybrid remote in Montréal, QC H3B 1M1

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