Manager, Customer Contact Optimization Analytics and Insights

Address:

This is currently a hybrid role with an expectation to be in the Toronto office 2-3 days per week

As a manager in the bank's omni-channel customer communication team, you will be part of a team that transforms the banking experience and drive revenue growth. In this role you will be change agent and responsible for delivering insights on omni-channel marketing programs to drive incremental revenue.

The ideal candidate will possess a unique blend of data and storytelling experience, passion for driving the business forward, and a big-picture vision for the future of targeted customer conversations. This role involves collaboration with marketing groups, business partners, product management, and data analytics professionals within the organization.

What you will be doing:

Provide analytical insights and thought leadership to drive incremental revenue:

• Understands and articulates the business case of business questions and the estimated value being delivered.

• Accountable to deliver analytics, insights and reporting in line with both immediate and long-term business objectives

• Conduct optimization or trade-off analysis between programs and channels
• Contribute to the delivery of reports and presentations that evaluate and analyze the effectiveness of programs and initiatives
• Develop and maintain ongoing dashboards to support the business, use appropriate visualization and analytic tools

Data Engineering:

• Comfortable with building fully automated user managed tables that drive automated dashboard reporting
• Work with other data and analytics professionals to optimize, refine, automate and scale analysis into repeatable analytic solutions and decision support tools

Campaign Execution:

• Translate business and technical specifications to develop customer communication programs, product/services and channel enhancements/integration points
• Proactively identify opportunities to improve execution efficiency and accuracy

What we are looking for:

• You are comfortable navigating matrix organization with multiple functional partners, demonstrating influencing, negotiation, and prioritization skills as appropriate
• You're highly proactive and driven by collective success.
• You enjoy uncertainty and ambiguity and working in agile fashion
• You seek out innovation solutions and embrace evolving technologies
• You thrive when you are empowered to take the lead, go above and beyond and deliver on results

The ideal candidate will have the following experience and skills:

Knowledge:

• Solid working knowledge with statistical/data analysis tools, including SAS, SQL, R, Python

• Work experience to create effective visualizations, reports and dashboards such as Tableau, Power BI, SAS Visual Studio, R
• Strong grasp of Marketing and Business KPIs across physical and digital channels
• Strong business acumen and ability to consider customer experience, employee experience and revenue generation in all aspects of their decision-making
• Familiarity with programmatic marketing principles and associated technology

Skills:

• Motivated, hardworking individual with a genuine curiosity in data, analytics and marketing
• Well-developed oral and written communication skills, including the ability to simplify complex content into business language
• Ability to multi-task and think creatively in a rapidly changing environment with competing priorities, and proactively drive business outcomes
• Analytical and problem-solving skills - ability to identify relevant information and define root issues, ability to interpret data and package insights in clear, concise stories for diverse audiences to drive change
• Working ability to manage ambiguous, complex requirements with innovative and creative thinking
• Numerate and comfortable with financial calculations and building business cases
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently and regularly handles non-routine situations.

Foundational level of proficiency:

• Technical design optimization.
• Decision Making.
• Systems Thinking.

Intermediate level of proficiency:

• Data visualization.
• Data storytelling.
• Data mining.
• Illustration.
• Creative thinking.
• Problem Solving.
• Verbal & written communication skills.
• Collaboration & team skills.
• Analytical and problem solving skills.
• Data driven decision making.

Advanced level of proficiency:

• Insights design.
• Insights development and reporting.

Education / Work Experience:

• Typically between 5 - 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Strong analytical aptitude with 5+ years of work experience in data and analytics role
• Deep knowledge and technical proficiency gained through extensive education and business experience.
• An undergraduate/masters level background in an analytical discipline such as management analytics, statistics, mathematics, economics, computer science, engineering, or equivalent practical experience
• Experience with people management and talent development
• Work experience in Business Analytics, Marketing, Digital Marketing an asset

The above represents BMO Financial Group's pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group's expected target for the first year in this position.

BMO Financial Group's total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

We're here to help

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers. We'll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we'll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other's differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.