Analyst, Customer Experience in Toronto

The Analyst, Customer Loyalty will maintain, develop, and implement customer experience/loyalty programs for the organization across multiple lines of business and delivery channels. Working with both the Customer Loyalty and cross-functional teams, the incumbent will apply technical, business, and analytical knowledge together with a deep understanding of customer loyalty to assess and help improve customer loyalty programs across the organization. The role also requires that a strategic plan be maintained for setting priorities and effectively executing program deliverables.

SPECIFIC ACCOUNTABILITIES

• Build and enhance procedures and processes aimed at optimizing customer contact execution for loyalty programs across the organization - ensure all work is fully tested and vetted prior to implementation.
• Create business and technical requirements and supporting documentation to facilitate loyalty program builds and knowledge retention.
• Write, test, and manage the successful implementation of computer coding changes applied when fixing, updating, and/or creating net new programs.
• Develop and maintain data quality procedures and processes aimed at ensuring the quality and currency of data and procedures used in loyalty programs is maintained and enhanced. Propose improvements as needed to ensure the most reliable and current information is utilized.
• Perform complex manipulation of data to restructure data for analysis, create and maintain database tables, and create output files for vendors.
• Ensure the ongoing successful execution of loyalty programs is maintained including the timely production and loading of all sample files and vendor response files.
• Ensure governance and controls are in place to securely transmit and receive customer information to/from external vendors.
• Cultivate strong working relationships with business and technical teams and leaders to ensure loyalty programs are maintained and developed successfully and are aligned with current and future business and technical needs.

Business Analytics and Insights:

• Conduct data and business analysis of loyalty and customer data in order to generate insights and recommend potential improvements across programs.
• Monitor and assess loyalty program data and performance to proactively identify trends, potential enhancements, and resolve any issues that may occur.
• Provide thought and applied leadership on loyalty analysis and insights. Work with cross-functional teams to develop analysis of loyalty programs; work with these teams to leverage business knowledge and insights aimed at driving loyalty improvement for the organization.
• Monitor and communicate loyalty program performance to business and technical stakeholders on a regular basis.

Strategy and Planning:

• Maintain a strategic roadmap for customer loyalty program technical builds and analytical projects.
• Work with data, technical, and business teams to develop data infrastructure and processes that support effective loyalty program execution, automation, and analytics.
• Assess and prioritize the development and execution of loyalty programs while recognizing the integrated environment programs operate within. Ensure priorities align to organizational priorities.

EDUCATION and EXPERIENCE

• Minimum Bachelor’s degree required in business, statistics, research, computer science or equivalent combination of education and experience.
• 3+ years of experience in analysis of loyalty and/or customer information.
• 3+ years of experience using SAS, SAS Macros, DBMS, Python.
• 3+ years of hands-on technical and functional experience as a practitioner of data analytics and statistical methodologies.
• Good knowledge of data analysis, business analysis, and statistics to drive actionable insights from data. Ability to apply business acumen to make decisions aligned with business goals and strategy.

SUMMARY QUALIFICATIONS

• Strong leadership, technical, functional and business skills to discuss, negotiate and influence at all levels in the organization.
• Excellent relationship building skills at all levels within the organization.
• Demonstrated expert in developing and managing programs, preferably in a complex organization with multiple lines of business.
• Extensive experience in SAS program development and maintenance.
• Experience using Python for development and analytical projects.
• Experience with large transactional and customer-oriented relational databases. Familiarity across a broad range of data analysis, statistical analysis and programming tools, environments and techniques including SAS, SQL, Python, Sybase, and Linux/Unix.
• Ability to relate analytical expertise to business problems, formulate business recommendations and communicate effectively to a non-analytical audience.
• Excellent time and resource management skills, flexibility and resourcefulness to interface and collaborate with internal and external groups.
• Knowledge and ability to develop and apply data analysis to business and strategic issues.
• Excellent communication and presentation skills (both written and verbal).
• Working efficiently and accurately is essential.