Customer Experience Data Analyst (Remote)

Company:
Location: Ontario

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Address:

VIRTUAL59 - HomeRes - ON - BMO

Job Family Group:

Customer Shared Services

As a Customer Experience Analyst, you would be accountable for analyzing call behaviors and the customer experience, through data exploration and call listening, in the North American Customer Contact Centre (NACCC) channel. Your work would be primarily data-driven, navigating and interpreting large data lakes to surface impactful opportunities. You would then provide insights and reporting that are in line with both immediate and long term P & BB business objectives. Analysis and insights on customer behavior will be leveraged to support efforts to improve sales, process efficiencies, marketing initiatives, and the overall customer experience.

Key Accountabilities

Data Analytics

  • Efficiently navigate large, diverse data sets to uncover hidden patterns, correlations and other insights.
  • Use SQL language to dissect and interpret data in meaningful ways, and build reusable/dynamic code to go in a repository.
  • Assist with data collection; exporting raw data, cleaning the data, and then uploading it into SQL database.

Analysis and Evaluation

  • Identify trends and root causes to formulate and document multiple hypotheses.
  • Prepare detailed reports and trend analysis for senior leaders so that decision-makers can quickly react.
  • Provide qualitative and quantitative reporting on all issues identified.
  • Provide coaching, feedback and advice to develop corrective or preventive processes for front-line customer service issues.
  • Create reporting to clearly display insights and communicate findings to business partners.
  • Transform business questions into analytical solutions. Understanding the business objective behind a request.

Call Listening & Speech Analytics

  • Listen to calls coming into the NACCC, and attentively and actively listen from the customer’s perspective, identifying barriers, irritants and frustrations.
  • Perform in-depth tracking of calls by call type based upon current marketing initiatives and business processes.
  • Leverage Speech Analytics to conduct focus listening, to report back to stakeholders on topics of interest
  • Help maintain and come up with new Speech categories (bucket relatable calls) that are important to the business.

Presentations

  • Prepare and deliver presentations to senior leadership and stakeholders across the enterprise with findings and insights from call and/or data analysis. Must be capable of telling a compelling story using the information at hand and data visualizations to lead others to new insights about the business. Must be able to defend/support position on all findings/observations.

Qualifications

  • Experience with SQL/SAS languages, and big data analytics
  • In-depth analytical thinking-ability to interpret information, and identify root cause
  • Excellent oral and written communication skills, especially in the areas of active listening and providing objective, constructive feedback
  • Must be able to manage multiple time-sensitive projects at once, work well under pressure, within a fast paced environment.
  • Creative problem solving skills
  • Strong presentation skills-ability to tell a compelling story
  • Self-motivated, team player who can also work independently
  • Working knowledge of P & BB LOB systems, products and services

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.

To find out more visit us at https://jobs.bmo.com/ca/en .

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

*** Mention DataYoshi when applying ***

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