Digital Business Analyst

4 days ago

Scarborough, Canada The Home Depot Canada Full time

**POSITION PURPOSE**:
The Digital Business Analyst has the responsibility to advise and assist in the execution of the digital road map strategies for contact centre teams. As the Subject Matter Expert in Digital Communication and AI principles, the associate will be accountable for assisting the various contact centre teams and Contact Centre Product Manager with building, communicating and rolling out digital initiatives and support with continuous process improvement initiatives. The associate will also be expected to deliver complex analytics to support business objectives.

**POSITION RESPONSIBILITIES**:

- Support Contact Centre Product Manager with the digital roadmap and ensure all initiatives are rolled out
- Collaborate with contact centre teams to understand their digital communication needs and collect requirements
- Acts as the Lead of the department when Manager is unavailable.
- Perform complex analytics and deliver recommendations based on sound digital communication principles
- Recommend and assist in the implementation of best practices within the team
- Collaborate cross-functionally with vendor and IT partners to execute the roadmap
- Provide key reporting and tactical support to contact centre teams post the rollout of initiatives and track Key Performance Indicators for initiatives that are rolled out for each LOB
- Identify process improvement opportunities and implement solutions for both AI and digital communication
- Support with training new associates or contact centre teams on the digital platform
- Ongoing best in class industry benchmarking via competitive analysis and attending conferences

**KNOWLEDGE/EXPERIENCE REQUIRED**:

- 5+ years of analytical experience (ideally in a retail environment) with emphasis on digital communication (chat, SMS, ABC).
- University or College Degree will be considered as a preferred qualification
- Knowledge of digital communication, AI strategy and best practices
- Advanced proficiency with MS Excel and/or MS Access
- Knowledge of Tableau and Miro is an asset
- Experience in project management as an asset
- Strong analytical skills with the ability to extrapolate pertinent information from various sources (reports and spreadsheets) and analyze data for recommendations.
- Excellent communication skills; collaborative with effective interpersonal skills; able to work across departments.
- Strong customer focus with business acumen, problem-solving skills and results orientated
- Self-directed, ability to work with limited supervision.

**NATURE AND SCOPE**
- The position reports to the Contact Centre Product Manager and carries no direct responsibility for supervising others.

**WORK ENVIRONMENT**
- This is work from home role and the work environment is like a call centre. Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about.

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