Manager, Customer Insights & Reporting

This is a 16 month contract hybrid role in Toronto

The Manager, Customer Insights and Reporting is responsible for the development, production, and ownership of customer metrics and reporting across Personal banking.

The individual will have an end-to-end project accountability. Beginning with understanding the business objectives, they will leverage expertise in process design to determine an efficient and optimal process for delivering reporting results. Development will include structuring the data flow and setting up automation. Ownership will continue post-implementation and include investigations, improvements, and partner relations.

Analytic Capabilities & Critical Thinking

• Understand business KPIs, and relevant drivers and factors that can help reach business objectives.

• Internalize and understand the larger context of customer data elements and leverage a strong awareness of how customer and account attributes intersect.

• Analyze large, complex datasets (from multiple sources both structured and unstructured) to drive insights and recommendations.

• Be a practitioner of data best practices including QA, stable design, code optimization, and automation techniques.

• Design and improve production and ad-hoc reporting processes with the goal of optimizing consumption and performance.

Design and Delivery of Performance Reporting and Dashboards

• Responsible for performance measurement reporting and visualization that monitors overall and incremental impact of customer growth in quantity and quality.

• Lead the definition, creation and maintenance of standardized dashboards and performance reporting for Customer Insights and business partners.

• Refine design proposals in collaboration with various stakeholders in Personal banking.

• Apply thoughtful consideration to the best way to present complex materials in a consumable way.

• Create new analyses and/or tools that deliver customer insights that enable business users to further their objectives.

Leadership and Relationship Management

• Work collaboratively with other analytics teams and business subject matter experts to refine personal understanding and ensure consistency in reporting and design.

• Establish and communicate standards for accurate business requirement, technical specification and work process documentation associated with our metrics and reporting.

• Engage with business partners to ensure needs are met, update on delivery status, and provide transparency and clarity to results.

• Leverage consultative skills and knowledge of best practices to provide guidance and consultative sessions with partners to share insights and recommendations rooted in data. Use these sessions to flag potential areas for deeper investigation, growth, or prioritization.

• Consult with and deliver results to partners within tight time constraints that consistently meet or exceed their expectations.

Risk Management

Ensure measurement reports meet governance and risk policies and identifying opportunities and solutions for continuous improvements

Job Description

Role focused on Business Analytics in the Customer Insights & Reporting portfolio. The role requires strong business acumen, technical skill, presentation, and relationship management. Primarily the work will involve solving business questions and meeting needs by leveraging data insights and tools, and determining appropriate visualizations and narrative. Works with business partners and other analytics professionals to optimize, refine, automate, and scale analysis into repeatable analytics solutions and decision support tools.

• Provides value through insights, reporting and data visualization techniques. Selects, configures and implements analytics solutions for consistency and repeatability.

• Builds various reporting dashboards using the most appropriate data extraction, data cleaning and data visualisation techniques.

• 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.

• Focus is primarily on business/group within BMO; may have broader, enterprise-level focus.

• Provides specialized consulting, analytical and technical support.

• Exercises judgment to identify, diagnose, and solve problems within given rules.

• Works independently and regularly handles non-routine situations.

• Broader work or accountabilities may be assigned as needed.

Qualifications:

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.

• Collaboration & team skills.

• Analytical and problem solving skills.

• Data driven decision making.

Advanced level of proficiency:

• Insights design.

• Insights development and reporting.

• Typically between 3-5 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.

• Deep knowledge and technical proficiency gained through extensive education and business experience.

• Proficient user SAS, SQL, and/or Python, R.