Senior Manager - Digital Analytics

BMO•Toronto, ON

6d•CA$86,000 - CA$160,000•Hybrid

About The Position

The Senior Manager - Digital Analytics will lead and develop a high performing team of analytical experts, acts as the translation layer between the business needs of the Canadian Digital Servicing team and the Analytics Centre of Excellence. The role will drive analytical insights, reporting and process improvements that result in revenue generation, great customer & employee experiences and operational efficiency. The digital analytical lead will covers below analytical areas: · Canadian digital sales reporting and insights · Key stakeholder in Smart Channel Engagement Initiatives Consults on analytical solutions to address the data and business intelligence to enable high-quality, fact-based business decisions and insights and optimize the user experience for BMO’s digital properties. Provides advice on the configuration, functionality, applicability, and usability for technology solutions relating to data management, analytics, and visualization. Analyzes solutions and provides insights for customer behaviour patterns and marketplace trends across desktop, tablet, mobile touchpoints. Supports the development of the strategy and roadmap for improving customer experience in digital channel, reducing channel hops Identifies emerging issues (from customer experience and process efficiency perspectives) and trends to inform decision-making. Use Adobe analytical dashboards to assess customer experiences in the app and while online banking to identify and recommend the best product development to enhance user experience. Deep understanding on clickstream data to understand customers’ web behaviors Deep understand on call center data, customer data to profile the full picture of opportunities for improving customer experience and BMO cost savings. Cultivate and develop interactive relationships with Product teams to understand overall business objectives, identify opportunities and understand how digital goals can be maximized. Recommends and implements solutions based on analysis of issues and implications for the business e.g. site behaviour metrics; tracking tags to provide information for performance measurement and reporting. Ensures alignment of business needs and data requirements between stakeholders. Experience on leading agile teams to provide actionable insights to drive change Experience with smart channel engagement , As our customers traverse channels from digital to virtual connect to branch and back again, the incumbent will have a deep understanding and contribute to the multi-channel customer journey opportunities, as well as the inter-channel capacity, revenue, and customer experience opportunities. This role will foster a culture aligned to BMO's purpose, values and strategy, including promoting integrity, empathy, diversity and responsibility.

Requirements

Typically between 5 - 7 years of relevant experience.
Post-secondary degree in a related field of study or an equivalent combination of education and experience.
Experience with data preparation, data analysis, and statistical tool sets (SQL, SAS).
In-depth BMO data knowledge and experience.
Fast learner and able to tackle ambiguity.
Story teller - able to present insights in front of partners.
Experience with Adobe Analytics and digital measurement tools across multiple channels (e.g. web, social media, mobile, email, search).
In-depth collaboration & team skills.
In-depth analytical and problem-solving skills.
In-depth influence skills.
In-depth data-driven decision making.

Nice To Haves

Post-graduate degree in business, engineering, computer science or related discipline.

Responsibilities

Lead and develop a high performing team of analytical experts.
Act as the translation layer between business needs and the Analytics Centre of Excellence.
Drive analytical insights, reporting, and process improvements.
Consult on analytical solutions for data and business intelligence.
Optimize user experience for BMO’s digital properties.
Analyze customer behavior patterns and marketplace trends.
Support the development of strategies to improve customer experience in digital channels.
Identify emerging issues and trends to inform decision-making.
Use Adobe analytical dashboards to assess customer experiences.
Recommend product development to enhance user experience.
Understand clickstream data to analyze customer web behaviors.
Analyze call center data and customer data to identify opportunities for improvement.
Cultivate relationships with Product teams to understand business objectives and identify opportunities.
Recommend and implement solutions based on analysis.
Ensure alignment of business needs and data requirements.
Lead agile teams to provide actionable insights.
Contribute to multi-channel customer journey opportunities.
Foster a culture aligned to BMO's purpose, values, and strategy.