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Equitable Bank: Customer Insights And Experience Analyst

Equitable Bank

This is a Contract position in Montreal, QC posted June 3, 2021.

Canada’s Challenger Bank™Equitable Bank manages over $35 billion in assets and is a wholly-owned subsidiary of Equitable Group Inc.

It was founded in 1970 as The Equitable Trust Company and has become Canada’s ninth largest Schedule I bank.

Equitable Bank offers a diverse suite of residential lending, commercial lending, and savings solutions, including high-interest savings products and GICs.At Equitable, we have no doubt that financial services are changing.

Consumers increasingly prefer to interact remotely through digital channels and are less likely to visit brick and mortar locations.

That’s why we launched EQ Bank in 2016.

Its approach to simple and convenient banking makes it a strong contender in the industry.

We believe there’s an opportunity for something different, to provide better service and a better deal for our customers through digital banking.

Job Title :Customer Insights and Experience Analyst Department: Corporate Development, Customer Experience Reports To: Lead, Customer Experience Insights and Strategy, Digital Banking Purpose of Job The Customer Insights and Experience Analyst will be responsible for supporting the customer experience team of the Digital Bank on a variety of projects, including Voice of Customer (VoC) program, customer insights research, chatbot content management and optimization, and call center analytics, etc.

These projects usually involve cross-functional teams and contribute to the overall strategy and direction of the company and support senior executive and Board-level decision making.The candidate will use his/her abilities to provide both qualitative and quantitative input supporting the development of recommendations for Senior Management.Main Activities Research study execution and maintenance (40%) Create, launch, and maintain the research studies Perform in-depth quality checks at every stage of the process Develop familiarity with internal systems and gather relevant data from various internal sources Automate repeatable process to enable more efficient turnaround on research reporting Business analysis & problem solving (30%) Plan, design and conduct generative customer research (qualitative and quantitative) to identify unarticulated customer needs that could be served by EQ bank and Equitable Bank Contribute to the brainstorming, structuring and problem-solving process for a range of strategic and tactical business topics (e.G., growth, pricing, operational efficiency, etc.) Support the development of business cases for new opportunities including qualitative fact finding and quantitative modeling for new products or features Ideate, design, and manage dashboards that consolidate KPIs and metrics across the business Use quantitative methods to develop insights that support decision making Competitive & market research (20%) Support requests made by other teams (CX, Marketing, Product, Corp Dev) to provide industry research such as feature comparisons across banks, user experience comparison.

Maintain the development of a research repository for competitor and industry trends in Canada and internationally – perform additional research and projections (when necessary) to determine how market events may affect Equitable Cross-functional data support (10%) Support requests from cross-functional teams to provide data or analysis to enable them to make data-driven decisions Support the yearly enterprise-wide strategic planning and budgeting process (e.G., financial modeling, market research, development of presentation materials, etc.) Present key insights and recommendations based on research and data analysis Build and maintain the CX SharePoint site Knowledge/Skill Requirements Bachelor’s degree in Math, Statistics, Engineering, Business Administration or related field 2 year’s experience in reporting and analytics or management consulting Data savvy with a strong attention to detail and accuracy Working knowledge of SQL, SPSS, Python Proficient in using MS Office (Excel, Access, Power Point) Experience in managing survey platforms would be an asset Knowledge of Financial Services, banking & payments would be an asset Equitable Bank is an equal opportunity employer and encourages applications from all qualified candidates.

Accommodations are available on request for candidates taking part in all aspects of the selection process.

All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire.

While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position Apply Now