Director US Virtual Connect & Digital Business Analytics Lead

Application Deadline:

12/21/2023

Address:

320 S Canal Street

Job Family Group:

Data Analytics & Reporting

The US Channels Business Analytics Lead will succeed by leading and developing a high performing team of analytical experts, acts as the translation layer between the business needs of the US Virtual Connect team & US BDB Platform team and the Analytics Centre of Excellence. The role will drive analytical insights, reporting and process improvements that result in revenue generation, great customer & employee experiences and operational efficiency. The BAL requires in-depth data & analytical understanding, coupled with an understanding of the business context of the channel, and proven people management, change and strong leadership.

The BAL covers 5 key analytical areas: 

• US Contact Centre Reporting & Insights (including sales, servicing and operational analytics)
• US digital servicing & engagement insights
• BAL for US-base web analytics (currently Adobe, but includes other future providers)
• Key stakeholder in US Smart Channel Engagement Initiatives, including Channel Optimization (interplay between US Digital, Virtual connect and Branches)

The BAL will interface directly with Digital and Virtual Connect (call center) senior leadership, product leaders, as well as other BALs across the analytics centre of excellence, to ensure that product and service opportunities are analyzed, prioritized and measured within the channel. A strategic understanding of both the virtual connect eco-system and digital platforms as both a lever for customer purchasing and engagement is critical for this role. In addition, as our customers traverse channels from digital to virtual connect to branch and back again, the incumbent will have a deep understanding and contribute to the multi-channel customer journey opportunities, as well as the inter-channel capacity, revenue, and customer experience opportunities.

Understands and articulates the business case of business questions and the estimated value being delivered. Designs dashboards and analyses to be performed, and appropriate visualization and analytics tools to use. Identifies trends and patterns to address identified business questions and provide insights through reporting and data visualization techniques. Works with other data and analytics professionals to optimize, refine, automate and scale analysis into repeatable analytics solutions and decision support tools.

• Builds various reporting dashboards using the most appropriate data extraction, data cleaning and data visualisation techniques.
• Provides value through insights, reporting and data visualization techniques. Selects, configures and implements analytics solutions for consistency and repeatability.
• Researches and applies continuous improvement in data visualization by identifying trends and patterns to transform raw data into actionable business insights.
• Works with different teams, management and stakeholders to enhance the usability and aesthetic appeal of data analytics solutions deployed in the organization.
• Translates business needs to technical specifications and evaluates existing data visualization systems in order to improve them.
• Develops data visualizations of "large" amounts of data that facilitate the intuitive presentation of data to decision makers.
• Documents data flow, systems and processes to improve the design, implementation and management of business/group processes.
• Develops tools and delivers training programs for use of reporting tools and self-serve analytics by non-analytical end users; may include delivery of training to audiences.
• Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.
• Ensures alignment between values and behaviour that fosters diversity and inclusion.
• Regularly connects work to BMO’s purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.
• Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
• Attracts, retains, and enables the career development of top talent.
• Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.
• Operates at a group/enterprise-wide level and serves as a senior specialist resource across BMO.
• Influences how teams/groups work together.
• Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to multiple, interdependent, complex problems.
• Communicates abstract concepts in simple terms.
• Fosters strong inte