Manager, Customer Contact Optimization Analytics and Insights

Application Deadline:

10/14/2024

Address:

250 Yonge Street

Job Family Group:

Data Analytics & Reporting

As a manager in the bank’s omni-channel customer communication team, you will be part of a team that transforms the banking experience and drive revenue growth.  In this role you will be change agent and responsible for delivering insights on omni-channel marketing programs to drive incremental revenue.

The ideal candidate will possess a unique blend of data and storytelling experience, passion for driving the business forward, and a big-picture vision for the future of targeted customer conversations. This role involves collaboration with marketing groups, business partners, product management, and data analytics professionals within the organization. 

What you will be doing:

Provide analytical insights and thought leadership to drive incremental revenue:

• Understands and articulates the business case of business questions and the estimated value being delivered.

• Accountable to deliver analytics, insights and reporting in line with both immediate and long-term business objectives

• Conduct optimization or trade-off analysis between programs and channels
• Contribute to the delivery of reports and presentations that evaluate and analyze the effectiveness of programs and initiatives
• Develop and maintain ongoing dashboards to support the business, use appropriate visualization and analytic tools

Data Engineering:

• Comfortable with building fully automated user managed tables that drive automated dashboard reporting
• Work with other data and analytics professionals to optimize, refine, automate and scale analysis into repeatable analytic solutions and decision support tools

Campaign Execution:

• Translate business and technical specifications to develop customer communication programs, product/services and channel enhancements/integration points
• Proactively identify opportunities to improve execution efficiency and accuracy

What we are looking for:

• You are comfortable navigating matrix organization with multiple functional partners, demonstrating influencing, negotiation, and prioritization skills as appropriate
• You're highly proactive and driven by collective success.
• You enjoy uncertainty and ambiguity and working in agile fashion
• You seek out innovation solutions and embrace evolving technologies
• You thrive when you are empowered to take the lead, go above and beyond and deliver on results

The ideal candidate will have the following experience and skills:

Knowledge:

• Solid working knowledge with statistical/data analysis tools, including SAS, SQL, R, Python

• Work experience to create effective visualizations, reports and dashboards such as Tableau, Power BI, SAS Visual Studio, R
• Strong grasp of Marketing and Business KPIs across physical and digital channels
• Strong business acumen and ability to consider customer experience, employee experience and revenue generation in all aspects of their decision-making
• Familiarity with programmatic marketing principles and associated technology

Skills:

• Motivated, hardworking individual with a genuine curiosity in data, analytics and marketing
• Well-developed oral and written communication skills, including the ability to simplify complex content into business language 
• Ability to multi-task and think creatively in a rapidly changing environment with competing priorities, and proactively drive business outcomes
• Analytical and problem-solving skills – ability to identify relevant information and define root issues, ability to interpret data and package insights in clear, concise stories for diverse audiences to drive change
• Working ability to manage ambiguous, complex requirements with innovative and creative thinking
• Numerate and comfortable with financial calculations and building business cases
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently and regularly handles non-routine situations.

 

Foundational level of proficiency:

• Technical design optimization.
• Decision Making.
• Systems Thinking.

Intermediate level of proficiency:

• Data visualization.
• Data storytelling.
• Data mining.
• Illustration.
• Creative thinking.
• Problem Solving.
• Verbal & written communication skills.