Sr. Analyst, Customer Experience Insights

Date: Jul 25, 2021

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize their dream. A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuel us, and moments define us.

 

As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are temporarily working from home.

Senior Analyst, Customer Experience Insights, Consumer & Customer Insights Team

Rogers Communications Partnership


The Consumer & Customer Insights team is responsible for Customer Experience (CEX) measurement programs of Relationship LTR (Likelihood to recommend) and Touchpoint CSAT (Customer satisfaction), along with the Rogers Brand, Market Share and Churn trackers and all custom research to gather consumer/customer feedback. The Relationship LTR score is part of the CEO’s scorecard and is a bonus metric for all Rogers employees.

 

Reporting to the Sr. Manager, Customer Insights, the Senior Analyst supports measurement programs and provides analytics support, to deliver actionable insights to key stakeholders, across all brands and lines of business. The Sr. Analyst collaborates closely with the Operations team to understand and utilize response data in meaningful ways. The Sr. Analyst also works closely with the broader insights team to share required data to tell a holistic and impactful story to stakeholders. Consumer & Customer Insights is part of the Brand & Integrated Marketing ‘Centre of Excellence’ within Rogers.


What you will be doing:

Data Analysis Expertise:
•    Conduct regular analyses and deliver insights around Customer Experience that provide actionable recommendations for improvements based on the voice of the customer
•    Deliver monthly and ad hoc reports, on time, with actionable and relevant insights
•    Leverage multiple data languages (e.g. SQL, Python, etc.) to manipulate data and build complex data sets to create 360-degree view of a customer
•    Comprehensive understanding and application of statistical analysis:  significance testing, multivariate analysis, factor analysis, regression, etc.
•    Data visualization:  report development, dashboard development, data visualization tools and methods
•    Serve as in-house expert on data sources and analytics approaches
•    Use knowledge of statistics and data mining to derive insights from various sources
•    Incorporate data from multiple sources to provide comprehensive analysis, strategic insights and generate reports, as needed
•    Demonstrate problem solving ability with emphasis on drawing inferences with data
•    Support senior members of the team with data and analytics contributions to broader projects

 

Project Management:
•    Oversee day-to-day management of multiple simultaneous projects
•    Manage multiple projects and priorities to meet competing deadlines in a fast-paced environment

 

Reporting:
•    Produce regular analyses, reports and dashboards for key stakeholders across the organization
•    Perform deep dive analysis to measure and trend specific key drivers
•    Maintain a tracker / version control document for all surveys
•    Produce simple, concise presentations and visualizations of data to clearly communicate key insights
•    Effectively translate needs to insights leadership using business and survey data

 

Relationship Management:
•    Foster successful relationships and act as a trusted advisor for team members and stakeholders
•    Build and maintain relationships with key partners in other analytics teams to use and understand additional data sources
•    Comfort working with and influencing senior level stakeholders and partners
•    Work well with cross-functional teams across the enterprise

 

Team Player:
•    High degree of self-awareness and impact on others
•    Ability to influence others through combination of facts, intuition and common sense
•    An effective listener who seeks to understand first and offers positive/flexible solutions to problems

 

What you have:

  • Undergraduate degree required; Masters level preferred
  • Technical skills: SQL, Python, SAS
  • 3+ years of experience in data analytics
  • Solid business acumen
  • Strong interpersonal skills for working with internal stakeholders and vendors, as required
  • Exceptional analytical skills and sound decision-making skills
  • Ability to summarize issues and quickly solve problems
  • Ability to adapt quickly in a highly competitive environment
  • Dynamic, autonomous and customer-focused
  • Excellent presentation and communication skills
  • High proficiency with Microsoft Office (PowerPoint, Word, Excel), Outlook
  • Knowledge of research methodologies is a plus
  • Proficiency in SPSS an added advantage
Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 333 Bloor Street East (012), Toronto, ON 
Travel Requirements: Up to 10%
Posting Category/Function: Marketing & Marketing Research / Analysis
Requisition ID: 217915
 
Together, we'll make more possible, and these six shared values guide and define our work:
 
  1. Our people are at the heart of our success
  2. Our customers come first. They inspire everything we do
  3. We do what’s right, each and every day
  4. We believe in the power of new ideas
  5. We work as one team, with one vision
  6. We give back to our communities and protect our environment
 

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ.

 
Posting Notes:  Corporate 


Job Segment: Developer, Statistics, SQL, Database, Technology, Research, Data

Location: Toronto, ON, CA

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