Job SummaryJoin Optimum and partner with Retention and Care Operations to transform our customer experience and help craft the next chapter of Operational Excellence. As a Director reporting to the VP, this role is pivotal in refining our approach to improve operational efficiency and reducing churn. You'll conduct robust analytics, develop insights and develop presentation and communication materials to share the findings with stakeholders.
Responsibilities- Partner with stakeholders to identify opportunities to improve customer experience through understanding and revamping onboarding processes, reducing calls and disconnects and improving call center metrics
- Lead root-cause analysis on CX pain points (e.g., billing disputes, network outages, service installation delays) and quantify their revenue/churn impact
- Translate large, complex datasets (IVR/chat transcripts, Network KPIs, billing systems, CRM) into clear insights and recommendations for senior leadership
- Track and report ROI of retention interventions (save rate, incremental revenue retained, cost per save) and iterate based on results
- Segment the customer base by churn risk and or other factors to prioritize retention efforts that drive the most impact
- Present complex data and insights in a clear, concise manner to executive leadership, aiding in data-driven decision-making.
Qualifications- Bachelor's degree in a quantitative field (Statistics, Economics, Data Science, Engineering)
- 7-10+ years of experience in analytics, insights, or data science roles. Experience in operational analytics, customer experience or a related field; telecommunications/mobile or subscription-based industry preferred
- Proficiency in SQL, Google Big Query, and other analytical tools; experience with automation tools and techniques is highly desirable. Experience with a scripting language, such as Python or R and familiarity with statistical packages
- Advanced Excel skills with experience mining large data sets.
- Solid understanding of statistical inference, experimental design, and analytic bias
- Experience with Business Intelligence reporting tools (e.g., Tableau)
- Experience supporting product or business reviews such as Monthly or Quarterly Business Reviews and leadership meetings with visual or analytical support.
- Ability to work independently and collaboratively in a dynamic team environment.
- Strong strategic thinking and problem-solving skills, with the ability to manage multiple projects simultaneously.
- Strong analytical and interpretive skills with a curiosity for understanding customer behavior and solution-oriented mindset able to ideate, own, and manage innovative solutions that can be leveraged by stakeholders
- Ability to communicate efficiently with the ability to convey complex information to non-technical stakeholders.
- Strong organizational and project management skills; capability to document, prepare, and present data-driven presentations.
Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is CAD 181,427.00 - CAD 298,060.00 / year. The rate/range provided herein is the anticipated pay at the time of hire and does not reflect future job opportunity.
