Company: CGL
Department: GO Client Experience
Employment Type: Regular Full-Time
Work Model: Hybrid
Language: This role operates in English.
Additional Information: This/these role(s) is/are currently vacant
The Opportunity:
We are a leading Canadian financial services cooperative committed to being a catalyst for a sustainable and resilient society, and our team plays an essential role in delivering on this strategy. That’s why we prioritize our people and foster a culture that encourages growth, collaboration, and innovation. Here, you’ll work with colleagues who care deeply about each other, our clients, and the communities we serve.
Disruptive technology, emerging trends, and new ways of doing business are redefining the future of insurance, with digital and data at the centre of this transformation.
The Guided Omni Client Experience team focuses on improving how advisors, contact centre representatives, and clients interact across digital and human channels. Our mission is to create seamless, insight-driven experiences that enable advisors to better serve clients while improving operational eAiciency. Our CRM ecosystem supports a national advisor network of over 500 advisor oAices and contact centre representatives, generating thousands of client interactions across digital and human channels each day. Analytics plays a critical role in helping us understand these interactions, identify opportunities to improve advisor workflows and client journeys, and enable better decision-making across the organization.
As a Digital & CRM Analytics Consultant, you will play a key role in helping our organization understand how digital tools, CRM platforms, and advisor workflows are performing. You will combine deep technical analytics expertise with strong business insight to uncover patterns in data and translate them into meaningful recommendations that improve the client and advisor experience.
This role is ideal for someone who enjoys working hands-on with data while influencing strategic decisions through clear, compelling insights.
How you will create impact:You will act as both a technical analytics specialist and a strategic insight partner, helping the Guided Omni Client Experience team measure and improve the eAectiveness of our CRM and digital initiatives.
Your work will help leaders understand how advisors and clients interact with our systems, where friction exists, and where opportunities for improvement lie.
You will:
- Translate business questions and digital strategy priorities into analytics frameworks, measurable metrics, and reporting structures.
- Partner with business and digital leaders to define key performance indicators and measurement strategies that help the organization understand how advisor tools, digital journeys, and CRM capabilities are performing.
- Design and execute advanced SQL queries and data analysis across CRM and digital datasets within Azure data environments and enterprise analytics platforms.
- Implement and maintain CRM analytics capabilities that measure performance across Salesforce activities such as leads, opportunities, service interactions, and campaign engagement.
- Build scalable analytics dashboards and reporting tools using Power BI, MicroStrategy, CRM Analytics, and related platforms to support operational monitoring and executive decision making.
- Perform data preparation, transformation, and ETL processes to ensure accurate, reliable, and accessible datasets for analysis.
- Identify patterns, trends, and root causes within complex datasets and translate them into clear, actionable insights.
- Translate complex analytical findings into clear, actionable insights and narratives that inform decision-making by senior leadership.
- Collaborate closely with digital product owners, developers, and CRM teams to ensure analytics solutions align with product goals and digital experience priorities.
- Lead discussions with stakeholders to define analytics approaches, reporting requirements, and measurement frameworks for digital initiatives.
- Minimum 5 years of experience in digital analytics, CRM analytics, or data analytics roles.
- University degree or completion of a post-secondary technical diploma in Computer Science, Data Analytics, Information Systems, or a related field.
- Strong hands-on experience writing complex SQL queries and performing data transformation and analysis across enterprise-scale datasets.
- Experience working with large, complex datasets across CRM systems, digital interaction data, and enterprise data platforms.
- Experience analyzing CRM data such as Salesforce leads, opportunities, campaigns, and account interactions.
- Experience with analytics and visualization tools such as Power BI, MicroStrategy, CRM Analytics, Azure Data Studio, or similar platforms.
- Experience working with Azure-based data environments or comparable cloud data platforms.
- Experience using project collaboration tools such as Jira and Confluence.
You bring a combination of technical analytics capability, curiosity, and strong business acumen.
You are someone who:
- Thinks critically about data and enjoys uncovering insights that drive meaningful business improvements.
- Understands how to move from raw data to strategic insight, not just dashboards.
- Can explain complex analysis in a way that senior leaders and business partners can easily understand and act on.
- Is comfortable working across technical and business teams, bridging the gap between data engineering, digital product teams, and leadership.
- Demonstrates initiative in identifying opportunities to improve digital journeys, advisor workflows, and CRM performance.
- You will travel occasionally.
- You will be subject to a background check as a condition of employment, in the event you are the successful candidate.
- Training and development opportunities to grow your career.
- Flexible work options and paid time off to support your personal and family needs.
- A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
- Paid volunteer days to give back to your community.
- In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.
Expected salary $72,847.00 to $121,411.00
The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.
Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.
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Top Skills
What We Do
As a leading Canadian financial services co-operative, Co-operators offers multi-line insurance and wealth products, services, and advice to build financial strength and security. With over $56 billion in assets under management, we provide financial solutions and security through property and casualty (P&C) insurance, life insurance, wealth management, institutional asset management and brokerage operations. We are governed by member organizations, including co-operative organizations, credit union centrals and representative farm organizations. We are rooted in the idea that together, we are stronger, safer, and more resilient. Our vision to be a catalyst for a sustainable society is reflected in everything we do, including our community investment programs, strategic partnerships, and active volunteerism. We champion and fund the development of community-oriented co-operatives and social enterprises, invest for positive impact, and work hard to contribute to communities across Canada by supporting financial literacy, mental health, flood safety, and sustainability initiatives and programming. With over 600 locations across the country, over 6,000 employees and a dedicated financial advisor network of over 2,500 licensed insurance representatives, we remain true to our roots: putting the needs of our clients and our communities first. Our response to COVID-19 As an essential service, we took immediate steps to ensure the health and safety of our people, clients, and communities. We’re following the direction of Health Canada as we roll out a phased return to corporate and local offices across the country. If you have applied for a posted role, a recruiter will be in touch with an update. Currently, all interviews are being conducted remotely.
