Customer Performance & Insights Officer

Winnipeg, MB

• Competitive salary and comprehensive benefits package.
• Defined-benefit pension plan for long-term financial security.
• Nine-day work cycle, typically resulting in every other Monday off to support a balanced  approach to work, family life and community.
• Flex-time and partially remote work schedule (providing the option to work remotely 3 days per 2-week period), depending on nature of work, operational requirements and work location.

• Design and develop end-to-end reporting solutions that map customer interactions across multiple touchpoints.
• Mine data to access disparate data sources to generate customer insights – but most importantly – generate & present insights in a format that is designed to cater to non-technical audiences.
• Identify key customer insights related to business stakeholder questions by running front-end queries and leveraging front-end tools such as MS PowerBI.
• Identify pain points and improvement opportunities using data driven solutions and customer feedback.
• Work closely in partnership with Digital & Technology to leverage the enterprise data and analytics system and enable automated MS PowerBI reporting and other insight generation for Customer Strategy & Experience business unit.
• Establish and maintain a work intake system to partner with the Customer Solutions & Experience BU as well as larger enterprise to intake, plan and prioritize data, reporting & insight requests related to customer insights.
• Acts as a subject matter expert to understand the data needs and functional requirements within CS&E BU for both operational and strategic initiatives, define insights needs.
• Acts as Data Visualization and Analysis SME for the CS&E business unit, including staying up to date on the latest trends and recommendations in the industry specifically around effective storytelling by generating insights from structured and unstructured data. Makes customer data driven recommendations about improvements to existing processes and strategies within CS&E BU and enterprise on all customer related initiatives.
• Design and develop KPIs associated with various CS&E BU functions in order to track customer and employee experience in meaningful and timely ways. Create, maintain, and share dashboards and reports to share these KPIs across the CS&E BU.
• Responsible for conducting data consistency and integrity assessments to ensure integrity of all customer reporting and insights that are generated and shared with leadership team within CS&E BU and across the larger organization.
• Collaborate with the enterprise Data and Analytics Practice team in a Hub and Spoke model to ensure people, process and technology strategies related to data are aligned.
• Coaches and advises the CS&E BU on latest customer data insights methodologies and trends to drive insights into their business decisions.

• Completion of a four-year university degree in Business, Mathematics, Statistics or relevant discipline from an institute of recognized standing plus four years of directly related experience in building and maintaining customer analytic databases and dashboards.
  OR
• Completion of a two-year diploma in Business, Mathematics, Statistics or relevant discipline from an institute of recognized standing plus six years of directly related experience in building and maintaining customer analytic databases and dashboards.
• Strong communication (written, oral, presentation) skills and a high level of comfort, credibility, and confidence explaining data to a variety of audiences.
• Proven business acumen, and adept at thinking and communicating in a commercial context to leverage customer data to produce key strategic and actionable insights for process owners and management to understand the current state and opportunities to improve the customer experience.  
• Strong analytical and critical thinking skills with an ability to articulate customer experience in a quantifiable, measurable, monetary manner designed to demonstrate value to the business. 
• Exceptionally customer-focused and oriented, with outstanding relationship-building skills. A proven ability to comfortably and effectively build and maintain a broad range of relationships and at a variety of levels, internally and externally.
• Proven experience to take unstructured data from diverse data sources to create a fully automated reporting solution.
• Proven experience in building end-to-end reporting solutions for digital platforms.
• Extensive experience in designing and optimizing digital customer journeys, with a deep understanding of user behaviour and segmentation.
• Ability to work with a collaborative team in a fast-paced, multi-faceted environment.
• Solid data analysis skills (e.g., R, SAS, SPSS).
• Strong proficiency in analytics tools (GA4, PowerBI, Optimal Workshop).
• Strong understanding of data modeling and database structures.
• Working knowledge of continuous improvement methods (e.g., Six Sigma, Lean, etc.) and tools (e.g., A3, DMAIC, PDCA, Root Cause Analysis, etc.), and change management practices (e.g., Prosci, ADKAR) is an asset.
• Familiarity with UX research or journey mapping tools like Miro or Optimal Workshop considered an asset.
• Solid experience in at least one reporting tool such as Power BI.
• Outstanding MS Excel skills including macros, slicers and pivots.
• An understanding of machine learning concepts is beneficial.
• Possess an analytical nature, be self-motivated, a team player, and have a demonstrated ability to exercise sound judgment in making decisions related to the use of data in making business decisions.