Sr Analyst, Customer Journey Insights

Location: Martensville

Sr. Omnichannel Analyst page is loaded## Sr. Omnichannel Analyst locations:
Ontario Virtual time type:
Full time posted on:
Posted 3 Days Agotime left to apply:
End Date:
May 8, 2026 (3 days left to apply) job requisition :
R-113310

Join us as a
** Senior Omnichannel Analyst
** and play a key role in activating insights and driving measurable improvements across digital and assisted channels. This isn’t the kind of analytics role where insights sit on a shelf - your work will directly inform decisions, optimize experiences, and help more than 300 million customers worldwide thrive.
* Partner with stakeholders (internal and external) to understand business needs and customer experience goals, building strong relationships and trust to influence their roadmaps.
* Analyze and interpret customer journey data and integrate it with other sources to uncover meaningful insights, and translate them into clear, actionable recommendations.
* Collaborate cross-functionally to drive customer experience improvements and clearly communicate its impact to key stakeholders
* Support the manager in identifying opportunities where data and analytics can address business or functional needs
* Own medium-complexity initiatives and partner with Analytics and Data Services for timely delivery; support manager on high-complexity projects
* Participate in regular meetings with stakeholders to provide status updates or change priorities.
* Share best practice, trends, knowledge and lessons learned across units and with clients and partners, articulating ideas verbally and in writing in a clear manner across audiences of varied levels
* Lead and/or collaborate with team members (onsite and virtual) on projects, to identify issues or request feedback
* May take on the development, testing & deployment of automated reporting solutions following standards and guidelines set out by the department.
* Can be requested to mentor interns and more junior team members
* Bachelor’s degree in the fields of statistics, business, mathematics, computer science or other related fields
* 4+ years of experience in a data analyst or similar role. 2+ years of experience in data analysis that includes translating insights into recommendations and/or developing reports using tools such as SQL, Microsoft Reporting Services and /or Power BI – ideally within the contact center space.
* Experience working in or with contact center environments.
* Experience with a broad range of best-in-class database tools/analytics/research approaches and/or concepts
** Knowledge and Skills
*** Familiar with CX technology platforms (Medallia preferred, but also Qualtrics, In-Moment and others)
* Familiar with customer journey mapping
* Strong analytical and problem-solving skills.
* Excellent communication skills (both verbal and written), with the ability to present complex data in a clear and compelling way to non-technical stakeholders
* Experience driving change within large, complex organizations
* Ability to gather requirements from end users and translate them to an end product
* Ability to lead projects and deliver results under time constraints
* Ability to work independently and in a team to develop innovative solutions.
* Ability to organize and balance multiple tasks and projects while meeting deadlines
* Good presentation and storytelling skills
* Ability to communicate business priorities with other teams, and ensure work is completed in time to meet established deadlines
* Knowledge of Excel, MS word, MS Power Point
* Determined, motivated and a self-starter
* 6+ years of experience in a data analyst or similar role. 4+ years of experience in data analysis that includes translating insights into recommendations and/or developing reports using tools such as Microsoft Reporting Services or Power BI - ideally within the contact center space
* 5+ years of Customer Experience initiatives and certification in CCXP or similar
* Experience with transformation initiatives
* Understanding of Agile concepts and exposure to TFS/Azure Dev Ops or similar
* Understanding of fundamental data-warehousing concepts
* Knowledge of quality assurance and testing procedures

Pay Range:$80,000.00 - $Any…