Digital Data Analytics Manager

Rogers Communications • Montreal, QC

1d • Onsite

About The Position

The incumbent of the Digital Data Analytics Manager position will play a key role in data-driven decision-making within the Digital Services and Support teams for web and AI/Agentic platforms, as well as for apps. Your role will be essential in supporting the organizational goal of increasing digital self-service usage and encouraging customers to stop contacting call centers, which will ultimately increase customer satisfaction while reducing operating costs. The ideal candidate is passionate about data and has a strong sense of collaboration. They excel at discovering trends, identifying optimization opportunities, and improving performance through storytelling and strong relationships with partners in the Digital Services, Operations, and Data teams. The incumbent reports to the Senior Manager, Digital Services and Support Analytics.

Requirements

• Bachelor's degree in Business Administration, Data Science, Statistics, or a related field; Master's degree is an asset.
• At least three years of experience in digital data analytics and a proven ability to analyze and report on web and mobile app performance, or related experience in a performance and analytics-related role.
• Experience presenting findings, both written and oral, on analyses and recommendations to senior management.
• Strong analytical and quantitative analysis skills; ability to synthesize data into actionable insights.
• Excellent communication and interpersonal skills, and a proven ability to present complex data to non-technical audiences.
• Project management experience in managing multiple projects and deadlines in a dynamic environment.
• Proficiency in analytics tools such as Google Adobe Analytics, Quantum Metric, and Dynatrace.
• Knowledge of SQL and Python, particularly for data manipulation; querying skills are an asset.
• Experience in retail and telecommunications is an asset, and an understanding of e-commerce and service journey analysis is considered an advantage.
• Good knowledge of AI tools and predictive analytics is an advantage.

Nice To Haves

• Master's degree
• Good knowledge of data visualization tools like PowerBI, Tableau, or Looker
• Querying skills
• Experience in retail and telecommunications
• Understanding of e-commerce and service journey analysis
• Good knowledge of AI tools and predictive analytics

Responsibilities

• Analyze digital user behavior and identify friction points across platforms, including websites, mobile apps, AI specialists, and call center applications using tools like Adobe/Google Analytics, Quantum Metric, Dynatrace, and other data platforms.
• Formulate actionable advice by identifying trends and opportunities to improve the digital experience and key performance indicators, such as engagement, automated call handling rate, conversion, retention, and satisfaction.
• Develop and maintain dashboards and reports to track key performance metrics, provide clear and concise insights to stakeholders at all levels, and manage the analytics roadmap in collaboration with key stakeholders.
• Collaborate closely with the Digital Product, User Experience, Marketing, and Development teams to ensure data integration into decision-making processes and digital product strategies.
• Collaborate with the Digital Services and Operations teams to analyze and improve digital service journeys, focusing on why digital service customers contact call centers and on customer satisfaction.
• Work closely with the Digital Data Engineering team to improve and create data products and models that support your analytics roadmap.
• Support the personalization team with data segmentation and user behavior analysis to drive targeted and personalized digital experiences.
• Define and manage the definition of key parameters with partners and ensure the accuracy and integrity of data collected through tagging and tracking, working closely with developers to implement and maintain analytics configurations.
• Proactively troubleshoot data issues to ensure the consistency and reliability of reports and dashboards.
• Comply with data privacy regulations, ensuring that analytics practices adhere to organizational and legal standards.
• Stay up-to-date with industry trends, tools, and best practices in digital analytics, applying new techniques to improve data analysis and insights.
• Experiment with new analytics tools and methodologies, such as predictive analytics, to identify potential innovation opportunities.

Benefits

• Competitive salary and annual bonus
• Competitive and flexible health and dental care plan, retirement plan, RRSP, TFSA, and share ownership plan with matching contributions
• Discounts: Up to 50% off Rogers services and Blue Jays tickets, 25% off TSC items, and 20% off all wireless accessories sold in Rogers stores
• Paid time off for volunteering
• Company matching contributions to charities you support
• Growth and development opportunities: My Path: self-directed professional development program
• Rogers Priority: priority application for internal positions of interest
• Wellness programs: Homewood Employee and Family Assistance Program (EFAP). Cognitive Behavioral Therapy and virtual therapy.
• Free or low-cost gym membership with access to virtual classes.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager