Senior WFM Analyst, Data Visualization

Intact FC • Mississauga, ON

1d • Hybrid

About The Position

This role is built for a creative, insight-driven analyst who can turn complex Claims workforce and operational data into clear, compelling stories and visual products that change decisions and improve outcomes. You’ll blend WFM expertise (capacity, productivity, inventory/backlog, cycle time, service outcomes) with strong data engineering to build trusted datasets and modern analytics experiences. Using SQL, Snowflake, Power BI, and NICE, you will create dashboards and narratives that make performance obvious, trade-offs tangible, and opportunities impossible to ignore.

Requirements

• Bachelor’s degree in a data-driven field (Mathematics, Statistics, Computer Science, Engineering, Business) or an equivalent combination of education and experience.
• 5+ years of relevant experience in analytics, reporting, WFM, and/or operational performance roles; Claims experience (or similar work-item/case environment) is a strong asset.
• For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country.
• Advanced proficiency in Power BI (data modeling, DAX, visual design best practices, performance optimization) and strong Excel skills.
• Strong hands-on SQL skills and experience working with enterprise data; comfort navigating messy data and making it analysis-ready.
• Experience with Snowflake for sourcing/structuring data for analytics and reporting.
• Experience using NICE in a WFM/operational context (reporting, performance monitoring, and/or workforce insights).
• Demonstrated strength in data storytelling and executive communication, able to influence decisions with clear visuals, tight narratives, and practical recommendations.
• A creative, curious mindset with high standards for clarity, accuracy, and usefulness -someone who builds insight products people actually want to use.
• No Canadian work experience required however must be eligible to work in Canada

Responsibilities

• Create high-impact Power BI dashboards and visual analytics experiences that make Claims performance easy to understand and hard to ignore - focused on clarity, usability, and decision-making.
• Apply data storytelling to translate analysis into a crisp narrative: what happened, why it happened, what’s likely next, and what decisions/actions are recommended.
• Develop executive-ready insight packs and presentations for Directors/VPs, connecting KPI movement to operational drivers, customer impact, risk, and cost.
• Identify the true drivers behind results by investigating trends, surfacing outliers, and performing root-cause analysis across volume, capacity, productivity, inventory/backlog, and cycle time.
• Build “what-if” scenarios and lenses that help leaders understand trade-offs (e.g., capacity shifts, workload mix changes, shrinkage impacts, process changes) and choose the best path forward.
• Bring creative thinking to how performance is communicated—designing new ways to visualize complexity (flow views, bottleneck maps, distribution/aging storytelling, before/after impact narratives).
• Use SQL to extract, shape, and validate data; create robust transformations that enable repeatable analysis and reporting at scale.
• Work with Snowflake to build analytics-ready datasets (tables/views) and improve performance and reliability of reporting outputs.
• Leverage NICE to capture operational/WFM insights and integrate NICE-based signals into broader Claims performance storytelling where appropriate.
• Partner across Claims, WFM, and Analytics/Tech teams to define the right questions, challenge assumptions, and deliver insights that drive measurable improvement.

Benefits

• Flexible work arrangements and a hybrid work model
• Possibility to purchase up to 5 extra days off per year
• Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more
• Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life)
• Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance)
• Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares.
• Pension offerings provide flexibility and long-term security for our employees beyond their careers.
• Defined benefit pension plan

What This Job Offers

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