Customer Insights

The Customer Insights & Automation Analyst is responsible for building and maintaining the Customer Division technology suite, with the aim of providing comprehensive support and insights regarding "Human in the loop" teams. This includes working collaboratively to leverage state-of the-art CRM and Workforce Management (WFM) software and provide business insights through the creation and innovation of reporting and dashboards. As a member of the Channel Services Team, the Customer Insights & Automation Analyst will also be responsible for contributing to channel service responsibilities to support the success of Customer Division teams.

• Master and maintain CRM and WFM technology stack (including Virtual Agents, lead management software, etc.). Be the subject matter expert on tech stack systems
• Provide recommendations to enhance tech stack operational efficiencies and innovate user experience based on feedback and insights
• Implement new technology and feature updates from start to finish through collaboration with internal and external clients and across the organization
• Create and publish cutting-edge reporting and dashboards to Customer Division leadership and provide insights and recommendations to business strategies based on data analysis (including platforms such as Salesforce, Tableau, Genesys, PowerBI)
• Stay abreast of industry trends and best practices in channel services and data analysis. Recommend improvements to tools, processes, and strategies based on emerging trends
• Provide channel support to Customer Division teams, such as Sales event/contest setup and documentation and WFM responsibilities, as needed
• Contribute to creating and maintaining documentation procedures and system job aids

If you can answer "YES" to the following questions, you may be the person we are looking for:

• Bachelor's degree in commerce/business or a related area
• Experience in CRM software (Salesforce), Workforce Management software (Genesys) and report visualizing software (Tableau, PowerBI)
• Excellent analytical and investigative skills, ability to identify and interpret trends and propose action plans to rectify errors
• Attention to detail is a must
• Strong problem-solving skills and the ability to think critically
• Proficient with Microsoft Office Suite (Word, Excel, Powerpoint, Sharepoint)
• Intermediate knowledge of coding languages such as SQL, Python, R, is required
• Excellent written and verbal communication skills with the ability to present complex data in a clear and persuasive manner
• Ability to work independently and as part of a team in a fast-paced environment
• Exceptional organization and proven track record of meeting deadlines and delivering on responsibilities
• Someone who listens to diverse perspectives with an empathetic attitude
• A lifelong learner that is performance driven
• Someone who continuously takes initiative and embraces change

At Embark Student Corp. ("Embark"), we're on a journey to create an entirely new student experience. One that is built on instilling confidence in students around the paths they are choosing and their ability and agency to achieve their goals for the future. As enablers and orchestrators of students' success, we will create access, affordability and agency for students and their champions across our services and solutions. This will provide them with guidance and support in all aspects of planning and saving for post secondary education - giving them a future-ready advantage and help them thrive well past their educational journey.

Embark Corp. is cultivating an environment that enables growth, trust and pioneering. To help drive our transformation and growth, we are guided by the following strategic pillars:

• Elevate our Expertise in Education Savings & Planning
• Aspire to be Trusted and Easy to do Business with
• Put our Customers in the Center of Our Experience
• Partner to Drive Value, Scale and Reach

What makes us qualified to do this?

In business since 1965 and owned and operated by a not-for-profit organization, everything we do is in service to our students. We are a diverse and passionate community of experts that firmly believes in the benefits of education, priding ourselves on helping to shape their future and empowering them to reach their full potential.

As we move forward, we will leverage and build upon our unmatched expertise in the RESP space to propel both our students and our company forward, ensuring a better tomorrow. Our vision is set, our future is bright, and we're just getting started.

We value each employee for their unique perspectives and experiences. If you are someone who has experience and skills similar to what we are looking for and is aligned with the culture and values, please consider applying

Work Model

We have adopted a hybrid model, leveraging the best of remote and in-person work. This work model however can differ depending on roles and leaders.

Equal Opportunity Employer

We at Embark Corp., are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a culture that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

Embark Student Corp. has been Great Place to Work certified since 2018.