Are you passionate about reaching new heights, teamwork and making a meaningful contribution? Do you picture yourself as a valued member of an industry-leading organization? If you answered yes to these questions, Air Canada is seeking enthusiastic individuals to join the diverse and vibrant team working together to lead the growth and expansion of Canada’s flag carrier.
The mission of the Customer Insights Analyst is to obtain data from multiple sources to analyse customer behavior and derive insights to drive continuous improvement.
In this role, you will be expected to deliver highly detailed data analyses, verifying quality, ensuring all activities supported across the Customer Contact Centre branch meet product specifications and policies, and confirming that processes complement the delivery channels while remaining customer-focused.
The position of Customer Insights Analyst is a contributor to the success of the Service Excellence Team and requires an individual capable of delivering projects that touch on all facets of the Customer Experience (i.e., new product development, policy/process refinement, business operations support).
Synthesize data, identify trends, and produce analysis of profitability, relevance, customer friendliness & compliance as the business changes
Provide supporting data and analysis for business case development of various improvement initiatives
Implement continuous monitoring to gauge impact of initiatives deployed, providing analysis on results and trends to affect change in business decisions
Integrate data from various internal resources to promote the strategic use of data
Design, program, automate, and maintain dashboards, KPIs, scorecards, reports
Respond to ad hoc requests to provide analysis of current channel data
Utilize analysis best practices to evaluate business issues
Build relationships with cross-functional teams to provide input on Business Requirements
Be proactive in identifying areas where insight would be of value
Work with branch operational teams to review, create new, or remove broken service delivery processes as required
Minimum 5 years in a customer service position preferable within the Contact Centres Branch
Excellent knowledge of Air Canada product/services and the operations process associated with delivering/recovering these products.
Experience in developing policy, processes and procedures, preferably in relation customer service call centre operations.
Programming and/or knowledge in: SQL, R, Python, SAS and other data mining programming tools.
Excellent knowledge of major Contact Centres applications is a strong asset.
Excellent knowledge of Microsoft Office (Excel, Word, PowerPoint), Microsoft Visio is required, and MS Dynamics is an asset
Proven analytical ability at a high-level able to add valuable insights
Bilingual with fluency in written and spoken English and French is an asset
Willing to undertake limited business travel
Based on equal qualifications, preference will be given to bilingual candidates.
Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.
Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.