Digital Data Analytics Manager

Role Overview

Data Analysis and Insights

• Analyze digital user behavior and friction across websites, mobile apps, AI agents, and call-center applications.
• Identify trends and opportunities to improve engagement, call containment, conversion, retention, and satisfaction.
• Develop dashboards and reports for key performance metrics and deliver concise insights to stakeholders.
• Manage the analytics roadmap in collaboration with key stakeholders.

Cross-Functional Collaboration

• Work with Digital Product, UX, marketing, and development teams to integrate insights into decisions and digital product strategies.
• Partner with Digital and Operations teams to improve digital service journeys and understand customer contact-center behavior.
• Collaborate with Data Engineering to enhance and build data products and models.
• Support personalization through data segmentation and user behavior analysis.

Data Governance and Management

• Define and manage key metric definitions with partners and ensure tagging and tracking accuracy.
• Troubleshoot data issues and maintain consistency and reliability across reports and dashboards.
• Maintain compliance with data privacy regulations and organizational standards.

Innovation and Trends

• Monitor industry trends, tools, and best practices in digital analytics.
• Experiment with emerging analytics tools and methodologies, including predictive analytics, to identify innovation opportunities.

Education and Experience

• Bachelor’s degree in business, data science, statistics, or a related field.
• At least three years of experience in digital data analytics, web and mobile app performance analytics, or a related role.
• Experience presenting analyses and recommendations to senior management.
• Experience managing multiple projects and deadlines in a fast-paced environment.

Technical Skills

• Proficiency in analytics tools such as Google Analytics, Adobe Analytics, Quantum Metric, and Dynatrace.
• Familiarity with Power BI, Tableau, or Looker is an asset.
• Knowledge of SQL and Python for data manipulation and querying is an asset.
• Familiarity with AI-driven tools and predictive analytics is advantageous.

Additional Qualifications

• Strong quantitative and analytical skills with the ability to synthesize data into actionable insights.
• Excellent communication and interpersonal skills, including presenting complex data to non-technical audiences.
• Retail and telecommunications experience, including e-commerce and service journey analytics, is an asset.

Schedule and Travel

• The position is listed as full time with a day shift.
• Travel requirements are up to 10 percent.

Work Location

• The posting states that corporate employees are expected to work onsite.
• The posting also lists a Montreal or Toronto hiring location.