Customer Experience Data Insights Analyst

Date limite pour présenter sa candidature :

04/29/2026

Adresse :

33 Dundas Street West

Groupe de famille d'emploi :

Analyses des données et communication de l'information

This is a hybrid role requiring 2-3 days in the Toronto office

Job Overview

The Customer Experience & Data Insights Analyst is responsible for analyzing call center customer interactions, agents’ behaviors, customer sentiment, and operational data to uncover insights that drive improvements across the call center customer journey. This role combines quantitative data analysis with qualitative call listening and the use of AI‑enabled tools (e.g., speech analytics, automated insights, and advanced analytics techniques) to identify trends, root causes, and opportunities that enhance customer satisfaction, operational efficiency, and business performance.

An important aspect of this role is effectively communicating insights through storytelling and data‑driven narratives, by translating complex analyses into clear, compelling narratives that resonate with diverse audiences. You will work with large, diverse datasets, synthesize findings into actionable recommendations, and present insights through impactful storytelling, visuals, and clear messaging to business partners and senior leaders.

This role contributes to multiple lines of business by delivering well-communicated insights and recommendations that meaningfully influence call center operations and the overall customer experience.

Key Responsibilities

Data Analytics & Insight Generation

• Collect, process, and analyze large datasets including call details, customer feedback, various call center KPIs, and speech analytics outputs
• Identify trends and root causes to formulate and document multiple hypotheses.
• Build dashboards and analytical workflows to support deep‑dive, ad‑hoc analysis, hypothesis testing, and rapid insight discovery, while tailoring insights to audience needs and evolving business questions

Customer Experience Analysis

• Conduct qualitative and quantitative call listening to identify customer barriers, irritants, and friction points across various call types
• Use speech analytics tools to support targeted listening, categorize call themes, and surface actionable insights for stakeholders
• Perform root cause analysis and build hypotheses that help business leaders quickly react to emerging issues

Storytelling & Communication

• Craft clear, compelling data stories by synthesizing trend analyses, insights, and recommendations for leaders across the enterprise
• Deliver executive‑ready presentations that translate complex analyses into intuitive narratives, supported by strong visuals and concise messaging
• Translate business questions into analytical solutions by uncovering and clearly articulating the underlying “why” behind the data

Collaboration & Operational Support

• Partner with cross-functional groups including call center leadership, Transformation, Compliance, Business Products and Analytics teams
• Provide insights that support improved sales processes, marketing strategies, compliance monitoring, and operational performance
• Participate in continuous improvement initiatives to enhance analytical processes, data quality, and in-depth ad-hoc analysis

Qualifications

• Bachelor’s degree in Data Science, Statistics, Business Analytics, Computer Science, or related discipline
• Experience in data analytics within a customer service, call center, or similar environment with working knowledge of financial institutions products and services
• Strong analytical expertise with experience using SQL, familiarity with SAS, R, Python, or similar tools
• Experience with data visualization tools such as Excel or Power BI
• Strong analytical and creative problem‑solving capabilities with the ability to interpret complex datasets
• Strong written and verbal communication skills, particularly in presenting insights to non‑technical stakeholders
• Ability to manage multiple time‑sensitive projects in a fast‑paced environment
• Curious, proactive, and committed to uncovering meaningful insights that address business challenges
• Self-motivated, team player who can also work independently
• Knowledge of speech analytics tools is an asset

Salaire

:

$56,000.00 - $103,500.00

Type de rémunération :

Salaire

Ce qui précède représente la fourchette et le type de rémunération de BMO Groupe financier.

Les salaires varieront en fonction de facteurs comme l’emplacement, les compétences, l’expérience, les études et les qualifications pour le poste et pourront inclure une structure de commissions. Les salaires pour les postes à temps partiel seront calculés au prorata du nombre d’heures travaillées régulièrement. Pour les rôles à commission, le salaire susmentionné représente la cible de BMO Groupe financier pour la première année au poste.

La rémunération totale offerte par BMO variera selon le type de rémunération associé au poste et peut comprendre des primes de r