Manager, Customer Contact Optimization Analytics

3 months ago

Toronto, Canada BMO Financial Group Full time

250 Yonge Street Toronto Ontario,M5B 2L7

As a manager in the bank’s omni-channel customer communication team, you will be part of a team that transforms the banking experience and drive revenue growth. In this role you will be change agent and responsible for delivering insights on omni-channel marketing programs to drive incremental revenue.

**What you will be doing**:
Provide analytical insights and thought leadership to drive incremental revenue:

- ** Understands and articulates the business case of business questions and the estimated value being delivered.**:

- ** Accountable to deliver analytics, insights and reporting in line with both immediate and long-term business objectives**:

- Conduct optimization or trade-off analysis between programs and channels
- Contribute to the delivery of reports and presentations that evaluate and analyze the effectiveness of programs and initiatives
- Develop and maintain ongoing dashboards to support the business, use appropriate visualization and analytic tools

Data Engineering:

- Comfortable with building fully automated user managed tables that drive automated dashboard reporting
- Work with other data and analytics professionals to optimize, refine, automate and scale analysis into repeatable analytic solutions and decision support tools

Campaign Execution:

- Translate business and technical specifications to develop customer communication programs, product/services and channel enhancements/integration points
- Proactively identify opportunities to improve execution efficiency and accuracy

**What we are looking for**:

- You are comfortable navigating matrix organization with multiple functional partners, demonstrating influencing, negotiation, and prioritization skills as appropriate
- You're highly proactive and driven by collective success.
- You enjoy uncertainty and ambiguity and working in agile fashion
- You seek out innovation solutions and embrace evolving technologies
- You thrive when you are empowered to take the lead, go above and beyond and deliver on results

**Knowledge**:

- Solid working knowledge with statistical/data analysis tools, including SAS, SQL, R, Python
- Work experience to create effective visualizations, reports and dashboards such as Tableau, Power BI, SAS Visual Studio, R
- Strong grasp of Marketing and Business KPIs across physical and digital channels
- Strong business acumen and ability to consider customer experience, employee experience and revenue generation in all aspects of their decision-making
- Familiarity with programmatic marketing principles and associated technology

**Skills**:

- Motivated, hardworking individual with a genuine curiosity in data, analytics and marketing
- Well-developed oral and written communication skills, including the ability to simplify complex content into business language
- Ability to multi-task and think creatively in a rapidly changing environment with competing priorities, and proactively drive business outcomes
- Analytical and problem-solving skills - ability to identify relevant information and define root issues, ability to interpret data and package insights in clear, concise stories for diverse audiences to drive change
- Working ability to manage ambiguous, complex requirements with innovative and creative thinking
- Numerate and comfortable with financial calculations and building business cases
- Exercises judgment to identify, diagnose, and solve problems within given rules.
- Works independently and regularly handles non-routine situations.

Foundational level of proficiency:

- Technical design optimization.
- Decision Making.
- Systems Thinking.

Intermediate level of proficiency:

- Data visualization.
- Data storytelling.
- Data mining.
- Illustration.
- Creative thinking.
- Problem Solving.
- Verbal & written communication skills.
- Collaboration & team skills.
- Analytical and problem solving skills.
- Data driven decision making.

Advanced level of proficiency:

- Insights design.
- Insights development and reporting.

Education / Work Experience:

- Typically between 5 - 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
- Strong analytical aptitude with 5+ years of work experience in data and analytics role
- Deep knowledge and technical proficiency gained through extensive education and business experience.
- An undergraduate/masters level background in an analytical discipline such as management analytics, statistics, mathematics, economics, computer science, engineering, or equivalent practical experience
- Experience with people management and talent development
- Work experience in Business Analytics, Marketing, Digital Marketing an asset

**Salary**:
$68,000.00 - $126,000.00

**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 qualific

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