Specialist GIAC Insights

TD•Montreal, QC

1d•CA$94,000 - CA$132,700•Onsite

About The Position

Within TD Insurance, the Data, Analysis & Insights (DAI) team plays a key role in supporting business partners by delivering strategic analysis and actionable insights. The GIAC Insights team acts as a trusted partner to a wide range of stakeholders (executives, actuarial, pricing, product,WFM, finance, etc.), providing in-depth analysis and practical recommendations to support decision-making and strategic planning. We are looking for a curious and analytical individual, passionate about data, who is eager to contribute to high-impact initiatives in a dynamic environment while growing their career at TD.

Requirements

University degree in Statistics, Mathematics, Business Intelligence, Finance, IT, Actuarial Science, or a related field
8+ years of relevant experience in analytics, data, or statistics
Strong expertise in data analysis and modeling (forecasting, time series, regression, etc.)
Ability to work with complex, multi-source datasets
Experience with SQL and BI tools (Power BI, Tableau, etc.)
Ability to leverage AI tools to improve efficiency and accelerate insight generation
Strong communication skills with the ability to simplify complex concepts
Strong collaboration and prioritization skills
Team-oriented mindset and alignment with TD values

Nice To Haves

Experience in General Insurance (asset)
Experience with contact center analytics (asset)
Experience with Genesys or AWS connect (asset)
Bilingualism (English and French)

Responsibilities

Analyze call center performance
Identify relationships between customer interactions and transactions (conversion, digital deflection, multi-call journeys)
Enhance explainability of results
Connect transactional and behavioral data to support decisions (staffing, channel strategy, customer experience)
Develop advanced forecasting capabilities
Build and maintain models to predict call volumes and Average Handling Time (AHT), with a focus on long-term forecasting
Track and communicate key performance indicators (KPIs) Call volumes (received/answered), AHT, conversion, abandonment, deflection, etc.
Deliver advanced analytics
Conduct funnel and cohort analyses to identify key performance drivers
Collaborate with business partners
Work with operations teams to contextualize findings and translate insights into actionable operational and strategic recommendations
Deliver executive-ready outputs
Develop dashboards, reports, and presentations using tools such as Power BI, Tableau, and SQL