Manager, Customer Insights & Reporting

Application Deadline:

11/09/2024

Address:

33 Dundas Street West

Job Family Group:

Data Analytics & Reporting

The Manager, Customer Insights and Reporting is responsible for the development, production, and ownership of customer metrics and reporting across Personal banking.

The individual will have an end-to-end project accountability. Beginning with understanding the business KPIs, they will leverage expertise in process design to determine an efficient and optimal process for delivering reporting results. Development will include structuring the data flow and setting up automation. Ownership will continue post-implementation and include investigations, improvements, and partner relations.

Key Accountabilities

Analytic Capabilities & Critical Thinking

• Understand business KPIs, and relevant drivers and factors that can help reach business objectives.
• Internalize and understand the larger context of customer data elements and leverage a strong awareness of how customer and account attributes intersect.
• Analyze large, complex datasets (from multiple sources both structured and unstructured) to drive insights and recommendations.
• Be a practitioner of data best practices including QA, stable design, code optimization, and automation techniques.
• Design and improve production and ad-hoc reporting processes with the goal of optimizing consumption and performance.

Design and Delivery of Performance Reporting and Dashboards

• Responsible for performance measurement reporting and visualization that monitors overall and incremental impact of customer growth in quantity and quality.
• Lead the definition, creation and maintenance of standardized dashboards and performance reporting for Customer Insights and business partners.
• Refine design proposals in collaboration with various stakeholders in Personal banking.
• Apply thoughtful consideration to the best way to present complex materials in a consumable way.
• Create new analyses and/or tools that deliver customer insights that enable business users to further their objectives.

Leadership and Relationship Management

• Work collaboratively with other analytics teams and business subject matter experts to refine personal understanding and ensure consistency in reporting and design.
• Establish and communicate standards for accurate business requirement, technical specification and work process documentation associated with our metrics and reporting.
• Engage with business partners to ensure needs are met, update on delivery status, and provide transparency and clarity to results.
• Leverage consultative skills and knowledge of best-practices to provide guidance and consultative sessions with partners to share insights and recommendations rooted in data. Use these sessions to flag potential areas for deeper investigation, growth, or prioritization.
• Consult with and deliver results to partners within tight time constraints that consistently meet or exceed their expectations.

Risk Management

• Ensure measurement reports meet governance and risk policies and identifying opportunities and solutions for continuous improvements

Cross Functional Relationships

This job requires the incumbent to interact with the following groups and/or processes in BMO FG and relevant external stakeholders:

• Managers and Senior Managers of Line of Business including:
  • Analytics Centre of Excellence and all associated teams within
  • Canadian P & C Product groups
  • Customer Marketing
  • NA Channels
  • Technology and Operations
  • P&C Distribution - Sales & Service Divisions and North American Contact Centres

Knowledge & Skills

Knowledge

• BS/BA in Commerce, Finance, Statistics, Quantitative methods, Math, Computer Science, Marketing, or similar.
• 3+ years of applicable experience.
• Strong foundation in data and analysis.
• Ability to pull data from multiple sources and formulate comprehensive and actionable reports
• Strong analytic and pattern recognition to connect causal factors and form hypotheses.

Skills

• Expert proficiency in SQL, Excel, PPT.
• Proficiency in SAS EG coding.
• Strong communication skills (verbal & written); ability to provide concise, clear reporting, actionable analysis and presentations.
• Ability to interact with all levels of end users and technical resources.
• Experience in data visualization preferred, including