Product Analyst in Toronto

We are a small, agile team powering one of the top travel brands on the web by leveraging the extensive amounts of data at our disposal. The Customer Care organization needs someone who does two things at once: product-manages a new AI-enabled data architecture and operates as a sharp, credible analyst who personally uses that architecture to drive decisions with the Customer Care leadership team. This person sits at the intersection of Product Analyst and Product Manager but operates deep enough in the data to build and query it directly (SQL, BigQuery, AI/LLM tooling), and senior enough in judgment and communication to own the roadmap and facilitate analytical conversations with Operations, Data Science, Engineering, and portfolio/leadership stakeholders across the entire Customer Care funnel.

The ideal candidate visualizes, builds, and product-manages a new data architecture for Customer Care, and personally uses what they build to drive decisions to improve the Customer Care ecosystem. This is a shared resource for the Customer Care Product Management team, with priorities set through the Director of Product Management, Customer Care, to whom this role reports directly.

Responsibilities:

• Collaborate with commercial, product, operations and dev teams to develop compelling analytics which improve product leadership of the servicing experience at priceline.
• Product-manage a new AI-enabled data architecture for Customer Care: define the roadmap, sequence what gets built, and drive it to delivery in partnership with Data Science and Engineering.
• Design and build AI/agent-based workflows against BigQuery and other Customer Care data sources and AI tools that automate routine reporting and proactively surface anomalies and trends.
• Build a durable, reusable insights layer for core Customer Care metrics (Customer sentiment, Cost and Loyalty indicators).
• Continuously evaluate and pilot new AI tools and agent frameworks to keep the architecture current.
• Conduct competitive + market research to understand the current landscape, trends and emerging opportunities.
• Turn large, often messy data sets into clear narratives that connect Customer Care performance to commercial outcomes.
• Build reports and visualizations that go beyond describing what happened to recommending what to do next that trigger a genuine bias for action.
• Own and improve the organization’s confidence in Customer Care data: metric definitions, consistency, and reliability across teams.
• Lead the observability transformation and facilitate the expansion of servicing metrics as value add for business performance and growth.
• Partner with data science to level up insights and help the product team develop strong programs which balance P&L requirements with long term loyalty investments.
• Partner with the product management team to develop key insights which drive useful transformation in the servicing ecosystem.
• Coordinate with the team and product partners to understand business requirements, capture data, analyze data sets, and supervise acquisition, engagement, monetization, engagement and retention analyses by scripting complex SQL queries.
• Lead and facilitate analytical conversations with various stakeholders across Product, Operations, Technology, and Senior Leadership, translating fluently between technical and business audiences.
• Build and support business cases / ROI modeling for investment decisions across the Customer Care portfolio, identifying where DSAT and value concentrate within the ecosystem.
• Act as an analytics resource across the entire PM team, prioritizing requests and surfacing opportunities proactively rather than waiting for performance degradation.

Required Skills and Experience:

• 5+ years in analytics, BI or hybrid product / analyst role.
• Strong SQL and hands-on experience with BigQuery or a comparable cloud data warehouse.
• Demonstrated experience using AI/LLM tools to build analysis or workflow automation.
• Track record building dashboards and reports with visualization tools such as Tableau, Looker, or similar.
• Strong written and verbal communication skills; comfortable presenting analysis to senior stakeholders and leadership.
• Strong business acumen, able to connect operational metrics to commercial impact and articulate the ’so what.
• Bachelor’s degree in a quantitative field (Statistics, Mathematics, Computer Science, Economics, or Business) or equivalent practical experience.

The salary range for this position is CAD 80,000 - 95,000.