Senior Analyst, Analytics & Insights

Role overview

The Senior Analyst, Analytics & Insights will deliver advanced analytics, decision support, and experimentation guidance for Customer Contact Center operations, including Care Pod programs, as well as Marketing Science. This position is a hands-on individual contributor role with a high level of autonomy within well-defined problem areas.

The work involves turning business questions into practical data outputs such as structured analyses, dashboards, and data science models. The role partners closely with internal stakeholders and data science teams, including external partners where needed, to ensure results are measurable, easy to interpret, and directly useful for business decisions. Strong analytical judgment, solid technical ability in SQL, Power BI, and Python, and the ability to explain findings clearly to both operational and growth-focused audiences are essential.

Customer Contact Center and Care Pod analytics

• Provide analysis and insight on contact center performance, including SLA, volume trends, handle time, repeat contacts, and channel mix.
• Create and upkeep Power BI dashboards and scorecards that are designed for executive use and support clear decision-making.
• Investigate root causes behind call and chat drivers using both structured information and transcript data.
• Work with contact center leadership and Workforce Management to support planning, performance tracking, and day-to-day operational choices.
• Assist Care Pod work such as chatbots, routing, and agent-assist tools by measuring experiments, tracking rollouts, and assessing business impact.
• Convert prototype concepts, including Figma mockups, into production-ready analytics solutions through data modeling and DAX tuning.
• Serve as an analytics partner for AI-related initiatives by setting KPIs, monitoring adoption, and building insights into workflows.

Marketing science and growth analytics

• Support analytical work across acquisition, onboarding, and lifecycle marketing efforts.
• Plan and evaluate A/B tests and multivariate experiments.
• Develop customer cohorts to measure campaign effectiveness, retention, and engagement.
• Create dashboards and insights that monitor marketing performance and surface growth opportunities.
• Turn analysis into practical recommendations for targeting, channel planning, and prioritization.

Qualifications

• Three to five years of experience in analytics, business intelligence, or a data-focused role; experience in financial services is considered an advantage.
• Strong working knowledge of SQL and Power BI, including data modeling, DAX, and dashboard development.
• Practical experience with experimentation methods such as A/B testing and cohort analysis.
• Ability to use Python for statistical analysis or other analytical tasks.
• Capability to work with both structured and unstructured data, including transcripts and NLP-related tools.
• Strong stakeholder management skills with the ability to translate data findings into business-friendly insights.
• Comfort working across functions such as Operations, Marketing, Product, and Data Science.

Additional information

This role is based in Toronto, Ontario, Canada and is set up as a full-time onsite position.