Customer Insights Specialist, Canadian Personal

2 months ago


Toronto, Canada BMO Financial Group Full time

33 Dundas Street West Toronto Ontario,M5G 3C2

The Specialist will assist in creating detailed Excel and.PPT reports and presentations to help drive improvements to customer experience. S/he will assist in determining key behaviours that impact loyalty.

The Specialist will also assist in developing competitive FI insights by developing queries with third party platforms. The competitive insights will help P&BB identify opportunities for product, channel, and service enhancements.

The Specialist will be accountable for using text analytics and reading verbatim to highlight customer issues. S/he will develop reports that synthesize themes and assist in determining impacts that may have affected loyalty in Personal and Business Banking as well as internal products, processes, and policies. S/he will also be responsible for granting users (Branch Managers, RVPs) with access to the Qualtrics platform.

**Specific Accountabilities**
- Utilize the Qualtrics platform to analyze and develop relevant customer feedback for Personal and Business Banking
- Utilize Excel to consolidate and analyze data (VLOOK Ups, pivot tables, basic statistics etc.)
- Aptitude to read customer feedback
- Work closely with the Customer Insights Lead, refine and develop actionable insights to improve customer experience
- Assist in the development of PowerPoint presentations
- Leverage third-party platforms to develop summary competitive insights
- Support key initiatives to help drive loyalty in P&BB Canada

**Skills**
- Naturally inquisitive with an innate desire to dig into data, ask questions
- Proficiency in PowerPoint and Excel
- Excellent communication (verbal and written)
- Ability to work in a fast-paced team environment
- Analytical skills with attention to detail
- Proficiency in the French language is an asset

**Education/Experience** - Undergraduate University degree or college diploma, with minimum 2 years’ experience in quantitative analysis in Customer Experience, Strategy, Analytics.

Experience in Financial Services is an asset.

**We’re here to help**

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.



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