Senior Analyst, Analytics & Insights (Call Center & Operations)

Join a Challenger
Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together. We are a big (and growing!) family. Overall we serve more than 670,000 people across Canada through Equitable Bank, Canada’s Challenger Bank™, and have been around for more than 50 years. Equitable Bank’s wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $125 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people’s lives. Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World’s Best Banks list since 2021.  

The Work
The Analytics & Insights Sr. Analyst will be responsible for owning and driving the analytical models, experimentation, and reporting for the Customer Contact Center. The individual will support strategic initiatives by delivering actionable operational insights and analytical solutions. They will partner with both business stakeholders and technical teams to ensure data accuracy and availability, generate actionable insights, create self-serve dashboards, inform best practices, and provide clear recommendations for planning and optimizing our Customer Contact Center processes. This hands-on, technical role requires foundational understanding of forecasting techniques, statistical analysis, and NLP methods to address ambiguous and open-ended business challenges. 

Own Analytical Requests & Reporting Needs for Customer Contact Center (60%)

• Manage all analytical requests and reporting needs, including dashboards and written updates, for Customer Contact Center.
• Provide analytics and insights for key monthly and quarterly meetings with executives/senior stakeholders to inform strategic decisions and investments, FY target and performance tracking. 
• Maintain and upgrade existing PowerBI dashboards to deliver scorecards and actionable insights across business lines from the lens of call center and Customer Contact Center. 
• Support weekly and day-to-day tactical planning for call center stakeholders to ensure the freshest data and forecasting for workforce planning and management.  

Own the Analytical Models & Experimentation Needs for Customer Contact Center (20%)

• Perform complex forecasting and measure actuals against forecasts to identify key assumption changes and correlations to measured outcomes. 
• Assist in bi-monthly schedule forecasting and annual headcount forecasting. 
• Extract and manipulate data from multiple sources to proactively structure analysis, uncover data deficiencies, and share recommendations. 
• Utilize statistical and NLP techniques to generate actionable insights for business problems.
• Guide Product Managers with clear recommendations on experiment designing and interpretation relevant to the workstream, including phased rollouts of new technologies, such as chatbots.  

Product Analytics & Supporting Strategic Decisions for Customer Contact Center (20%)

• Conduct root cause analysis to proactively identify customer pain points from call and chat transcript data and provide recommendations to business leaders.  
• Collaborate with the Data enablement and BI Lead to ensure data completeness and availability for Customer Contact Center. 

Let’s Talk About You!

• Bachelor’s degree in Business Administration, Engineering, Math, or Computer Science. 
• 3-6 years of work experience in Analytics, Strategy, Data Science roles, ideally in Financial services preferred. 
• Intermediate proficiency with Python and SQL, and prior experience with LLMs is required.
• Prior experience in Azure stack is preferred.
• Strong business acumen and passion for understanding and solving problems for consumers of financial services using rigorous data-driven methods and advanced analytical approaches.
• Experience in call center analytics projects will be a value add. 
• Excellent analytical, modeling and problem-solving skills. 
• Excellent oral and written communication skills. 
• Proficient in using MS Office (Excel, Access, Power Point). 
• Experience with databases (e.g. SQL code) and data visualization (e.g. Tableau) is an asset. 
• Strong attention to detail and time management skills. 

What we offer [For full-time permanent roles]  Competitive discretionary bonus ✨ Market leading RRSP match program   Medical, dental, vision, life, and disability benefits   Employee Share Purchase Plan Maternity/Parental top-up while you care for your little one Generous vacation policy and personal days   Virtual events to connect with your fellow colleagues   Annual professional development allowance and a comprehensive Career Development program   A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
  Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well. 
We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.  We can’t wait to get to know you!