Business Intelligence Analyst

The Customer Experience Management team has three key mandates in support of Utopia Image’s mission: data collection, business intelligence and offering strategic advice.  In summary, our responsibilities consist in conducting telephone follow-ups for customer experience and customer satisfaction campaigns from our clients, which allows us to provide them with constructive feedback on their own customers’ opinion and perceptions of the employee’s know-how. This insight enables our clients to identify the required action plans to improve the delivery (processes) and execution (behaviour) in servicing their clientele. When required, we assist them in the development and implementation of these changes and initiatives.  

Under the responsibility of the Vice President, Customer Experience Management, the Business Intelligence Analyst will be responsible for analyzing raw data responses for various campaigns. He/she will identify and communicate best practices and opportunities for improvement towards operational processes – which will in turn promote customer retention. He/she must understand our clients’ reality, objectives, priorities and comments while synthesizing all the data gathered to prepare insightful opportunistic reports.

Responsibilities 
  • Work with internal and external stakeholders as well as IT partners to develop and analyze business intelligence requirements;
  • Work with our customers and IT teams to transform data in critical information that empowers our customers to make sound business decisions; 
  • Analyze data gathered from various platforms for internal and client’s requests;
  • Transform data into actionable insights and present findings to internal partners and clients;
  • Look for business problems and create models that help predict and analyze these situations;
  • Develop and deliver training materials, provide support and offer training for end users for our BI dashboards and reporting tools; 
  • Review competitive data and industry trends to determine where the firm is in the marketplace, where it can improve, increase its operational efficiency, and how it can stand out from the competition with its Customer experience delivery;
  • Develop policies and procedures for data collection and analysis;
  • Monitor analysis and measurements results;
  • Review client files to ensure the integrity of data collection and usage;
  • Perform data profiling.
Training and experience 
  • Bachelor's degree in business administration, information systems or mathematics with a data science program or equivalent;
  • Two to three years of relevant professional experience in a BI or data analyst position with practical experience in complex data analysis;
  • Ability to understand and find appropriate solutions to data and analysis results;
  • Ability to translate complex data into reports or visuals such as charts, dashboards, and report tracking tools that can be used by a variety of audiences; 
  • Anticipate, identify and define problems;
  • Investigate root causes and implement practical and relevant solutions;
  • Ability to work independently or in a team and to meet predetermined deadlines;
  • Exceptional data manipulation skills using digital computing, graphing, data analysis (including PivotTables) and Excel software programming;
  • Outstanding presentation skills (PowerPoint), the ability to effectively and clearly communicate data, analysis and results to all stakeholders;
  • Knowledge of SQL and database systems (Oracle, SQL Server, Teradata) an asset;
  • Experience with technologies/approaches to extraction, transformation and data loading (ETL) an asset.
Requirements 
  • Excellent technical and analytical skills;
  • Excellent communication skills (dissemination of information);
  • Problem solver;
  • Good priority management skills and sense of initiative;
  • Fluency in French and English, both oral and written.