Customer Experience & Data Insights Analyst
BMO, the Bank of Montreal, is seeking a Customer Experience & Data Insights Analyst to enhance call center operations through data analysis. The role involves analyzing customer interactions and operational data to provide actionable insights that improve customer satisfaction and business performance.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- 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
Benefits
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
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