Data Analyst, Ivr Jobs

Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

Location:

500 Lakeshore Blvd. West, Toronto, Ontario, M5V 2V9

When you hire great people, great things can happen.

PC Financial offers unprecedented value to Canadians through payment products. We're a different kind of bank with a different type of team—we’re collaborative and supportive and have the freedom and responsibility to thrive. Our purpose is to make the everyday simple and better for our customers, and we strive to make every dollar worth more.

Proudly serving over 3 million customers, PC Financial continues to grow by offering payment solutions and services that reward our customers every day. As a subsidiary of Loblaws Company Inc., we share the CORE values of Care, Ownership, Respect and Excellence. We are dedicated to helping Canadians Live Life Well. Join us on our journey.

Who We Are:

In the Customer Support Centre of Excellence (CoE), we strive to provide PC Financial, PC Optimum, Loblaw Digital, Loblaw Retail, and SDM Retail customers an effortless experience in the moments that matter. We use technology, automation, and delivery optimization to improve customer and colleague experiences. We collaborate with technology and products teams to create synergy and deliver value. We are nimble, agile and collaborative solving complex problems at pace. We run as one team, value diversity and dig deep to always know more.

Why Is This Role Important

The Data Analyst, IVR is the focal point for advising IVR strategy through the collection and analysis of data. Through programming languages like SQL, SAS, and Python, in SAS and Google Cloud platforms, the successful candidate will be responsible for writing queries to capture data from various sources. The data will be used to define KPIs, generate reports, and build predictive models. The work of the Data Analyst, IVR will play an integral role in bringing outstanding customer experience, through optimization and technology (supported by data and analytics), to our existing IVR platforms.

We are looking for a candidate that is a self-starter, highly energized, and has excellent communication and presentation skills. The right candidate will bring a strong mix of experience with financial planning and reporting within operations, and a ‘roll-up-your-sleeves’ approach.

What You’ll Do

• Build ‘what-if’ scenarios or predictive modelling to support optimization or technology improvements
• Work with the Specialist, IVR and partners to gain a detailed understanding of the business lines, the current state of each IVR platform, current difficulties, understand integrations and peripheral systems to better the IVR experience and efficiency
• Write queries using programming languages like SQL, SAS, and Python, in SAS and Google Cloud platforms
• Accountable for reporting tools (Tableau), building & maintaining data sources and crafting dashboards for the purposes of supervising IVR health and performance
• Examine data for validity and applicability
• Ability to work independently and cross-functionally with partners to provide insights related to caller behavior, demographics, and value to drive evidence-based decisions across the enterprise.
• Daily analysis should render opportunity and recommendations that you will see through the various stages of the project lifecycle. This includes developing well thought out cases with clearly identified means of monitoring and measuring success

What You’ll Need

• Hands on experience with Tableau, programming languages, MS Office applications
• 2-3 years’ experience in query writing, experience with Big Query (Google Cloud Platform) preferred
• Versatile and able to present complicated data and concepts to different partners
• Manage multiple tasks while frequently switching gears between teams who are working on many different initiatives but working towards the same overall goals
• Sophisticated analytical and communication skills are critical.
• 2-3 years’ experience in analysis

Come and join a winning team who demonstrates innovation, energy, creativity and vision. We recognize the importance of a diverse workforce and we therefor encourage applications from Aboriginal Peoples, women, members of a visible minority and persons with a disability. We thank all applicants for their interest, however, only those selected for an interview will be contacted.

Number of Openings:

1

PC Financial recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants and colleagues with disabilities.

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.