Data Analyst, Customer Experience

5 months ago


Toronto, Canada BMO Financial Group Full time

33 Dundas Street West Toronto Ontario,M5G 3C2

As a Customer Experience Data Analyst supporting our call center, you are accountable for analyzing call behaviors and the customer experience, through data exploration and some call listening. Your work would be primarily data-driven, navigating and manipulating large & complex data sets to surface impactful opportunities. You are involved in your project end-to-end, from planning and data manipulation to insight discovery and communication with stakeholders. A background in speech or text analytics is a plus, it is not required.

**Key Responsibilities**:

- Perform data analysis to address specific business challenges and opportunities within the call center.
- Utilize statistical methods and data visualization tools to identify trends, patterns, and insights.
- Develop and maintain dashboards and reports to monitor key performance indicators (KPIs) and support decision-making.
- Conduct root cause analysis to identify drivers of call center performance and customer satisfaction.
- Collaborate with business partners and stakeholders to understand their data needs and provide actionable insights.
- Present findings and recommendations to stakeholders through clear and concise reports, presentations, and visualizations.
- Ensure data accuracy and integrity through regular data validation and quality checks.
- Stay current with industry trends and best practices in data analysis and call center operations.
- Participate in the continuous improvement of data analysis processes and tools.

**Qualifications**:

- Bachelor's degree in Data Science, Statistics, Mathematics, Computer Science, or a related field.
- Proven experience as a Data Analyst, preferably in a call center or customer service environment.
- Proficiency in data analysis tools and software, such as SQL, Excel, R, Python, or similar.
- Experience with data visualization tools like Tableau, Power BI, or similar.
- Strong analytical and problem-solving skills with the ability to interpret complex data sets.
- Excellent communication skills, both written and verbal, with the ability to present data-driven insights to non-technical stakeholders.
- Ability to manage multiple projects and priorities in a fast-paced environment.
- Detail-oriented with a commitment to accuracy and quality.
- Knowledge of speech analytics is a plus but not required.

**Salary**:
$54,500.00 - $101,500.00

**Pay Type**:
Salaried

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

**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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