Purpose of Job
The Senior Analyst, Analytics & Insights is responsible for delivering high‑impact analytics, insights, and experimentation support across Customer Contact Center operations (including Care Pod initiatives) and Marketing Science.
The incumbent operates with a high degree of autonomy within defined problem spaces, translating business questions into several types of data products like structured analysis, dashboards, data science models.
Partnering closely with stakeholders to inform decisions, this role works alongside Data Science teams (internal and external) to ensure analytical outputs are measurable, interpretable, and actionable.
This is a hands‑on individual contributor role requiring strong analytical judgment, technical proficiency (SQL, Power BI, Python), and the ability to clearly communicate insights to both operational and growth stakeholders.
Main Activities
- Deliver analytics and insights for Contact Center performance (SLA, volumes, handle time, repeat contact, channel mix).
- Build and maintain executive-ready Power BI dashboards and scorecards focused on clarity and decision-making.
- Conduct root-cause analysis on call/chat drivers using structured and transcript data.
- Partner with Contact Center leadership and Workforce Management on planning, performance, and operational decisions.
- Support Care Pod initiatives (chatbots, routing, agent assist) with experimentation, rollout measurement, and impact analysis.
- Translate prototypes (e.g., Figma) into production-grade analytics solutions, including data modeling and DAX optimization.
- Act as an AI analytics partner, defining KPIs, monitoring adoption, and embedding insights into workflows. Marketing Science & Growth Analytics (30%)
- Support analytics across acquisition, onboarding, and lifecycle marketing.
- Design and analyze A/B and multivariate experiments.
- Build customer cohorts to evaluate campaign performance, retention, and engagement.
- Develop dashboards and insights to track marketing performance and identify growth opportunities.
- Translate findings into actionable recommendations for targeting, channel strategy, and prioritization.
Qualifications
- 3–5 years in analytics, BI, or data-driven roles (financial services is an asset).
- Strong SQL and Power BI (data modeling, DAX, dashboard design).
- Experience with experimentation (A/B testing) and cohort analysis.
- Proficiency in Python for statistical or analytical work.
- Ability to analyze structured and unstructured data (e.g., transcripts, NLP tools).
- Strong stakeholder management with ability to translate data into business insights.
- Comfortable working cross-functionally (Operations, Marketing, Product, Data Science).
Skills Required
- 3-5 years in analytics, BI, or data-driven roles
- Strong SQL proficiency
- Power BI (data modeling, dashboard design)
- DAX optimization experience
- Proficiency in Python for statistical/analytical work
- Experience with experimentation (A/B testing) and cohort analysis
- Ability to analyze structured and unstructured data (transcripts, NLP tools)
- Experience translating prototypes (e.g., Figma) into production analytics solutions
- Strong stakeholder management and cross-functional collaboration skills
- Experience in financial services
What We Do
MakeBank on everyday banking: Earn high interest on every dollar Say no to fees No minimum balances Powered by Equitable Bank, a Schedule I Canadian Bank EQB Inc. (formerly Equitable Group Inc.) trades on the Toronto Stock Exchange (TSX: EQB and EQB.PR.C), directly serves over 607,000 Canadians through its wholly owned subsidiary Equitable Bank, Canada's Challenger Bank™, and serves over 200 Canadian credit unions that serve over 6 million of their members with products and services. Equitable Bank has grown to become Canada's 7th largest independent Schedule I bank with over a $119 billion in assets under management and assets under administration, and a clear mandate to drive real change in Canadian banking to enrich people's lives. At Equitable Bank, we are as invested in our employees as we are in our business. That’s why we are consistently recognized as one of Canada's Top Employers – a rating that comes from our 1,800 employees. Equitable Bank’s inclusive, welcoming, and pride-inducing workplace earned it the honour of being recognized as one of the top 50 organizations on the 2023 list of Canada’s Best Workplaces™. Founded over 50 years ago, Equitable Bank provides diversified personal and commercial banking, and through its EQ Bank platform (eqbank.ca), which has been named #1 Bank in Canada for three consecutive years on the Forbes World's Best Banks list for 2021, 2022, and 2023. Equitable Bank website: www.equitablebank.ca EQ Bank website: www.eqbank.ca Specialties Lending, Mortgages, Residential Lending, Commercial Lending, Reverse mortgages, Insurance lending, Equipment leasing , Credit Union, Trust, and Funds Management
