Who we're looking for:The Digital Performance and Analytics Manager will play a key role in driving data-informed decision-making across our Digital Service and Support experiences on Web, App and AI/Agentic platforms. Your role will be key in supporting the organizational goal of growing digital self-serve and deflecting customer contacts from call centers which will ultimately lead to low cost of operations and improved customer satisfaction.
The ideal candidate is a data enthusiast and strong collaborator who excels in uncovering trends, identifying optimization opportunities, and drives performance improvements with story telling and strong relationships with partners in Digital, Operations, and Data Teams.This role reports to the Senior Manager - Digital Service and Support Analytics.
Location: We are open to hire for our Montreal or Toronto location.
What you'll do:- Data Analysis & Insights:
- Analyze digital user behavior and identify areas of friction across platforms, including websites, mobile apps, AI agents and Call center applications using tools such as Adobe/Google Analytics, Quantum Metric, Dynatrace, and other data platforms.
- Provide actionable insights by identifying trends, patterns, and areas of opportunity to enhance the digital experience and improve KPIs, such as engagement, call containment, conversion, retention, and satisfaction.
- Develop and maintain dashboards and reports to track key performance metrics, delivering clear, concise insights to stakeholders at all levels, as well manage the analytics roadmap in collaboration with key stakeholders
- Cross-Functional Collaboration:
- Work closely with Digital Product, UX, marketing and development teams to ensure data insights are integrated into decision-making processes and digital product strategies.
- Partner with Digital and Operations teams to analyze and enhance digital service journeys, focusing on reasons digital customers call contact centers and customer satisfaction
- Work closely with Digital Data Engineering team to enhance and build data products and models that support your analytics roadmap
- Support the personalization team with data segmentation and user behavior analysis to drive targeted and tailored digital experiences.
- Data Governance & Management:
- Define and manage key metrics definition with partners and ensure the accuracy and integrity of data collected through tagging and tracking, working closely with developers to implement and maintain analytics setups.
- Proactively troubleshoot data issues, ensuring consistency and reliability across reports and dashboards.
- Maintain compliance with data privacy regulations, ensuring analytics practices align with organizational and legal standards.
- Innovation & Trends:
- Stay updated on industry trends, tools, and best practices in digital analytics, applying new techniques to enhance data analysis and insights.
- Experiment with emerging analytics tools and methodologies, such as predictive analytics, to identify potential opportunities for innovation.
What you bring:- Education: Bachelor's degree in business, data science, statistics, or a related field (Master's degree is a plus).
- Experience: 3+ years of experience in digital data analytics, with a proven ability to analyze and report on web and mobile app performance or related experience in performance and analytics role
- Experience in delivering written and verbal presentations, analyses, and recommendations to senior management
- Analytical Thinking: Strong quantitative and analytical skills, with the ability to synthesize data into actionable insights.
- Collaboration Skills: Excellent communication and interpersonal skills, with a proven ability to present complex data to non-technical audiences
- Project Management: Experience managing multiple projects and deadlines in a fast-paced environment.
- Technical Skills: Proficiency in analytics tools such as Google/Adobe Analytics, Quantum Metric, Dynatrace. Familiarity with data visualization tools like PowerBI, Tableau, or Looker is a plus.
- Programming & Querying Skills: Knowledge of SQL and Python, particularly for data manipulation, querying is a plus.
- Retail & Telecommunications Expertise: Experience in the retail and telecommunications industry is an asset, with an understanding of eCommerce and service journey analytics considered a bonus
- AI & Predictive Analytics: Familiarity with AI-driven tools and predictive analytics is an advantage.
What's in it for you?We believe in investing in our people and helping them reach their potential as valuable members of our team. As part of our team, you'll have access to a wide range of incredible resources, growth opportunities, discounts, and perks, including:
- Competitive salary & annual bonus
- Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.
- Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.
- Paid time off for volunteering
- Company matching contributions to charities you support
- Growth & Development Opportunities:
- My Path: self-driven career development program
- Rogers First: priority in applying to internal roles of interest
- Wellness Programs:
- Homewood employee & family assistance program
- Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions
- Low or no-cost fitness membership.
- Our commitment to the environment and diversity:
- Work for an organization committed to environmental protection
- Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women. We all bring something different, and we know what makes us different makes us great.
Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON
Travel Requirements: Up to 10%
Posting Category/Function: Technology & Information Technology
Requisition ID: 340810
Posting Notes: Technology
Location:
