Senior Analyst, Customer Experience Process

Application Deadline:

07/09/2024

Address:

33 Dundas Street West

Job Family Group:

Strategy & Change

The Loyalty team manages the voice of the customer program for Canadian Personal & Business Banking including sample file development, questionnaire design, analytics, external research, communications, and sustainment initiatives. We are looking for a Manager, CX Process who provides support across programs and contributes to ongoing continuous improvement efforts.

• Conducts independent analysis and assessment, which will involve the use of Excel / PowerBI in addition to review of written feedback, to identify & resolve process issues.
• Builds effective relationships and collaborates with internal/external stakeholders.
• Ensures alignment between stakeholders.
• Monitors and tracks performance, and addresses any issues.
• Designs and produces regular and ad-hoc reports, and dashboards.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Builds change management plans of varying scope and type; leads or participates in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
• Leads or participates in defining the change/communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels.
• Develops and documents processes, procedures, etc. and/ or end-user materials.
• Ensures all processes meet established standards, effectively utilize templates and tools to track compliance and operational effectiveness standards.
• Looks for opportunities to eliminate, simplify and automate processes. Recommends approaches or changes to streamline and integrate processes to improve overall efficiency.
• Maintains current process documentation to ensure available for stakeholders as required.
• Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.
• Resolves issues regarding processes that are raised from all sources/stakeholders.
• Works independently and regularly handles non-routine situations.
• Broader work or accountabilities may be assigned as needed.

Additional Job Description

As an individual contributor, you will bring curiosity, empathy, and quantitative rigor to all Loyalty programs. The role will be primarily focused on three areas, and broader accountabilities may be assigned as needed: 

• Process Management / Improvement: Coordinate technical builds to support survey launch, including quality control to ensure the highest standards of data quality, accuracy, and security. Support process mapping and identification of improvement opportunities.
• Research & Analytics: You will help design, conduct, and report on research activities including surveys and external sources. This includes evolving the analytical approach used in reporting based on insights and stakeholder needs and reading / synthesizing customer feedback.
• Storytelling: Communicate research insights, including complex analytical findings, to stakeholders through effective storytelling while adapting communication style to suit diverse analytical backgrounds.

Qualifications:

• Strong at business writing / communication of complex ideas in accessible manner
• 3-5 years of relevant experience
• Experience analyzing research data
• Expert user of Excel
• Experience structuring large data sets & performing analysis (Excel, Power BI)
• Experience working with cross-functional teams and leading through influence
• Experience working in fast-paced or experimental environments
• Experience designing survey questionnaires would be an asset
• Experience programming questionnaires (e.g. using Qualtrics) would be an asset
• Consulting experience preferred
• Proficient in French would be an asset

Compensation and Benefits:

$68,000.00 - $126,000.00

Pay Type:

Salaried

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-bas