Customer Insights
9 hours ago
Application Deadline: 31 January 2026
Department: Plan Administration
Employment Type: Full Time
Location: Head Office
Compensation: $50,000 / year
Description 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.
CHALLENGES TO BE MET
- 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
WHO WE ARE LOOKING FOR 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
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