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Customer Insights Specialist

BMO Financial Group

This is a Contract position in Toronto, ON posted March 29, 2021.

Address:

3022 Bloor Street West

Job Family Group:

Data Analytics & Reporting

Under the direction of the Senior Manager, the Customer Insights Specialist will become a subject matter expert on Qualtrics, BMO’s customer loyalty measurement platform.  The Specialist will be responsible for using the Qualtrics platform to develop quarterly loyalty results for Canadian Personal and Business Banking regions and markets.

The Specialist will create detailed .PPT reports and presentations for each of the key regions, highlighting insights and drafting messaging aligned for each region.  S/he will assist in determining key behaviours that impact loyalty both by region and market.

The Specialist will also assist in developing competitive FI insights by developing queries with third party platforms.  The competitive insights will help Personal & Business Banking identify opportunities for product, channel and service enhancements.

The Specialist will be accountable for using text analytics to incorporate verbatim analysis, into deep dive reports specific to customer issues.   S/he will develop reports that synthesize high level themes for the region and assist in determining impacts that may have affected loyalty in Personal and Business Banking as well as internal products, processes and policies.  S/he will also be responsible for granting users (Branch Managers, RVPs) with access to Qualtrics dashboards.

Specific Accountabilities

•           Utilize the Qualtrics platform to analyze and pull relevant customer feedback for Divisions, Personal and Business Banking

•           Working closely with the Customer Insights Lead, refine and develop actionable insights to improve customer experience

•           Assist in the development of PowerPoint presentations for executive-level meetings, Divisional conferences and national deep dive reviews

•           Leverage third-party platforms to develop summary competitive insights

•           Utilize the Qualtrics platform to determine key areas of focus within the ‘outer loop’ and draft PPT presentations for executive review

•           Support key initiatives to help drive loyalty in P&BB Canada

Skills

•           The ideal candidate will have subject matter expertise (super-user) in Qualtrics or similar customer measurement systems

•           Naturally inquisitive with an innate desire to dig into data, ask questions and dig deeper for more insights

•           Proficiency in PowerPoint and Excel

•           Excellent communication (verbal and written)

•           Ability to work in a fast paced team environment

•           Strong relationship building skills

•           Strong analytical skills with attention to detail

•           Self-starter disposition and ability to work with minimal guidance

Education/Experience – Undergraduate University degree or college diploma (programming, measurement), preferably in Business, Marketing, Statistics, Programming with minimum 2 years’ experience in CE with a focus on customer insights / data interpretation.  Experience in Financial Services is an asset. 

We’re here to help

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.