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Senior Analyst, Analytics & Intelligence
WestJet
Calgary, CAN
Full-time
Mid-Senior
Onsite
Discovered 6 days ago
AnalyticsStrategic insightsData scienceDigital product analyticsContact centre analyticsAdvanced SQL
Free
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Role Overview
The Senior Analyst supports strategy, performance, and evolution of WestJet's Contact Centre product portfolio.
The portfolio includes Ava, Case Management, Live Chat, and future AI-enabled guest support capabilities.
The role partners with Product, Guest Support, Contact Centre, and Technology teams to improve guest experience, operational efficiency, product adoption, and business value.
Key Skills for This Role
AnalyticsStrategic insightsData scienceDigital product analyticsContact centre analyticsAdvanced SQL
Full Job Posting
Workplace Arrangement
- The position requires in-person collaboration up to five days per week.
- The workplace arrangement may change based on business requirements.
Overview of Role
The Senior Analyst supports strategy, performance, and evolution of WestJet's Contact Centre product portfolio.
The portfolio includes Ava, Case Management, Live Chat, and future AI-enabled guest support capabilities.
The role partners with Product, Guest Support, Contact Centre, and Technology teams to improve guest experience, operational efficiency, product adoption, and business value.
Key Deliverables
- Own analytics and insights for Contact Centre portfolio products.
- Translate complex information from operational data, interactions, transcripts, AI-generated insights, and guest journey data into recommendations.
- Develop executive-ready dashboards, scorecards, presentations, and data stories.
- Lead analytical discussions, workshops, and stakeholder engagements.
- Measure product, operational, and process-change impacts and support product discovery.
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