Manager, Customer Insights & Reporting

BMO•Toronto, ON

2d•CA$69,000 - CA$129,000•Hybrid

About The Position

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. 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.

Requirements

Foundational level of proficiency: Technical design optimization.
Foundational level of proficiency: Decision Making.
Foundational level of proficiency: Systems Thinking.
Intermediate level of proficiency: Data visualization.
Intermediate level of proficiency: Data storytelling.
Intermediate level of proficiency: Data mining.
Intermediate level of proficiency: Illustration.
Intermediate level of proficiency: Creative thinking.
Intermediate level of proficiency: Problem Solving.
Intermediate level of proficiency: Verbal & written communication skills.
Intermediate level of proficiency: Collaboration & team skills.
Intermediate level of proficiency: Analytical and problem solving skills.
Intermediate level of proficiency: Data driven decision making.
Advanced level of proficiency: Insights design.
Advanced level of proficiency: 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.

Responsibilities

Development, production, and ownership of customer metrics and reporting across Personal Banking.
End-to-end project accountability, from understanding business objectives to delivering reporting results.
Leveraging expertise in process design to determine efficient and optimal processes for delivering reporting results.
Structuring data flow and setting up automation for reporting.
Post-implementation ownership including investigations, improvements, and partner relations.
Understanding business KPIs, relevant drivers, and factors that help reach business objectives.
Internalizing and understanding the larger context of customer data elements and leveraging awareness of how customer and account attributes intersect.
Analyzing large, complex datasets (from multiple sources both structured and unstructured) to drive insights and recommendations.
Practicing data best practices including QA, stable design, code optimization, and automation techniques.
Designing and improving production and ad-hoc reporting processes with the goal of optimizing consumption and performance.
Responsible for performance measurement reporting and visualization that monitors overall and incremental impact of customer growth in quantity and quality.
Leading the definition, creation, and maintenance of standardized dashboards and performance reporting for Customer Insights and business partners.
Refining design proposals in collaboration with various stakeholders in Personal Banking.
Applying thoughtful consideration to the best way to present complex materials in a consumable way.
Creating new analyses and/or tools that deliver customer insights that enable business users to further their objectives.
Working collaboratively with other analytics teams and business subject matter experts to refine personal understanding and ensure consistency in reporting and design.
Establishing and communicating standards for accurate business requirement, technical specification, and work process documentation associated with metrics and reporting.
Engaging with business partners to ensure needs are met, update on delivery status, and provide transparency and clarity to results.
Leveraging consultative skills and knowledge of best practices to provide guidance and consultative sessions with partners to share insights and recommendations rooted in data.
Using these sessions to flag potential areas for deeper investigation, growth, or prioritization.
Consulting with and delivering results to partners within tight time constraints that consistently meet or exceed their expectations.
Optimizing, refining, automating, and scaling analysis into repeatable analytics solutions and decision support tools.
Selecting, configuring, and implementing analytics solutions for consistency and repeatability.
Building various reporting dashboards using the most appropriate data extraction, data cleaning, and data visualization techniques.
Researching and applying continuous improvement in data visualization by identifying trends and patterns to transform raw data into actionable business insights.
Enhancing the usability and aesthetic appeal of data analytics solutions deployed in the organization.
Translating business needs to technical specifications.
Evaluating existing data visualization systems in order to improve them.
Developing data visualizations of large amounts of data that facilitate the intuitive presentation of data to decision makers.
Documenting data flow, systems, and processes to improve the design, implementation, and management of business/group processes.
Developing tools and delivering training programs for the use of reporting tools and self-serve analytics by non-analytical end users.
Providing specialized consulting, analytical, and technical support.
Exercising judgment to identify, diagnose, and solve problems within given rules.
Handling non-routine situations independently.