This position requires in-person collaboration up to five days a week. This arrangement is subject to change based on business requirements.

Overview of role:

The Senior Analyst (Contact Centre Product Portfolio) is responsible for generating data-driven insights that shape the strategy, performance, and evolution of WestJet's Contact Centre product portfolio, including Ava (virtual assistant), Case Management, Live Chat, and future AI-enabled guest support capabilities. This role serves as the primary analytics partner to Product, Guest Support, Contact Centre, and Technology teams, helping maximize guest experience, operational efficiency, product adoption, and business value.

The successful candidate will combine advanced analytics, storytelling, experimentation, and product thinking to uncover opportunities, measure outcomes, evaluate guest interactions, and influence product roadmaps. Working across structured operational data, contact centre interactions, AI-generated insights, transcripts, and guest journey data, the role will transform complex information into actionable recommendations for leaders and product teams.

The Data Science & Strategic Insights team works in an agile environment, using scrum practices that include sprint planning, story refinement, and regular delivery cycles. You will also be part of a community of experienced analysts who share best practices, showcase their work, collaborate to solve problems, and encourage career growth.

Key deliverables / responsibilities include:

• Own analytics and insights for Contact Centre portfolio products including Ava, Case Management, Live Chat, and related guest support capabilities.

• Perform strategic analysis leveraging multiple data sources to translate business questions into actionable guest, operational, and product insights that inform strategy, influence decision-making, and drive measurable business outcomes.

• Develop executive-ready dashboards, scorecards, presentations, and compelling data stories that translate complex findings into clear recommendations, enabling leaders to prioritize actions and accelerate results.
• Lead analytical discussions, workshops, and stakeholder engagements to drive alignment and action.
• Champion a culture of evidence-based decision-making and continuous product improvement.
• Partner closely with portfolio managers, product owners and business leaders to identify opportunities, prioritize investments, and shape product roadmaps.
• Measure the impact of product enhancements, operational events, and process changes through rigorous analysis and clear business storytelling.
• Support product discovery by identifying guest pain points, call drivers, friction points, and automation opportunities
• Provide analytical support for business cases, prioritization decisions, and periodic business reviews
• Act as a trusted advisor to Product, Technology, Guest Experience, and senior leaders.

• Lead data democratization efforts by enhancing data fluency and enabling self-service analytics across business teams.

Experience and qualifications:

• Bachelor's degree in Analytics, Data Science, Statistics, Computer Science, Engineering or a related discipline
• 6+ years of experience in analytics, business intelligence, data science, digital product analytics, or strategic insights.
• Demonstrated experience supporting digital products, operational platforms, customer experience initiatives, or contact center environments.
• Advanced SQL and Power BI proficiency and experience working with large-scale datasets.
• Exceptional analytical, problem-solving, communication, and stakeholder management skills, with a demonstrated ability to influence decisions, navigate ambiguity, and communicate complex analytical concepts to both technical and non-technical audiences.
• Experience translating analytical findings into actionable business insights through data visualization and storytelling, including the development of executive-ready decks and Power BI dashboards.

The benefits of being a WestJetter:

WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:

• A fun and friendly culture with colleagues who work together to win
• Travel privileges for you and your family, effective from your start date
• Savings and Benefit programs that are flexible to meet your specific needs

Think we're a great fit? Apply now!