Customer Experience & Data Insights Analyst

BMO•Toronto, ON

1d•Hybrid

About The Position

The Customer Experience & Data Insights Analyst is responsible for analyzing call center customer interactions, agents’ behaviors, customer sentiment, and operational data to uncover insights that drive improvements across the call center customer journey. This role combines quantitative data analysis with qualitative call listening and the use of AI‑enabled tools (e.g., speech analytics, automated insights, and advanced analytics techniques) to identify trends, root causes, and opportunities that enhance customer satisfaction, operational efficiency, and business performance. An important aspect of this role is effectively communicating insights through storytelling and data‑driven narratives, by translating complex analyses into clear, compelling narratives that resonate with diverse audiences. You will work with large, diverse datasets, synthesize findings into actionable recommendations, and present insights through impactful storytelling, visuals, and clear messaging to business partners and senior leaders. This role contributes to multiple lines of business by delivering well-communicated insights and recommendations that meaningfully influence call center operations and the overall customer experience.

Requirements

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

Nice To Haves

Knowledge of speech analytics tools is an asset

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