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Customer Experience Data Analyst

Loblaw Companies Limited

This is a Contract position in Montreal, QC posted September 21, 2022.

Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

Location: 1 Presidents Choice Circle, Brampton, Ontario, L6Y 5S5 At Loblaw, we help millions of Canadians get through their best days, worst days, celebration days, and every day.

Through our innovation and quality products, we’re here for our friends, neighbours, family members and colleagues.

We succeed through collaboration and commitment and set a high bar for ourselves and those around us.

We’re looking for adaptable people who are thrilled to join us in our goal of helping Canadians Live Life Well®.

Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

We promote leaders at every level and support our people to follow their passion.

Are you at the top of your game?

Bring your expertise and knowledge to Canada’s largest retailer.

We are looking for innovative, passionate, and collaborative team members for our Customer Centre of Excellence (CCOE) team.

If you are looking to join a company that offers opportunity, excellent leadership, ongoing learning, and makes a big impact on the community – this is the role you’ve been waiting for At Loblaw, we know that Canadians expect the best from us.

Whether that means building the best, most innovative shopping experiences, or delivering products and services that will impact the lives of people across the country, we’re up for the challenge.

The CCOE is a team of future-focused strategic partners who collaborate with leaders across the Enterprise to define and measure business strategies founded in human insight.

To achieve these goals, we are looking for talented and passionate individuals who want to collaborate, solve challenging problems, and make significant and lasting impact on the lives of Canadians.

About the Role As a Customer Experience Data Analyst, you will play a key role in developing, implementing, and leading our Customer First Program, providing impactful customer experience insights and driving customer centricity throughout the organization.

You will work collaboratively to understand key challenges and opportunities across the business and have the ability to analyze and interpret data from various sources to create actionable recommendations.

What you’ll do: Translate customer feedback from multiple sources into actionable insights that support decision making and improve our customer experience Continuously monitor customer feedback to identify emerging trends and issues and perform deep dive analysis to identify wins and opportunity areas Gather business requirements and collaborate with internal teams on data capture and reporting Design and build insight-driven tools, dashboards that provide easy access to customer feedback Develop baseline targets and forecasts using customer based KPI metrics for various initiatives, measuring and reporting the success of each Develop data visualizations to effect more informed business decisions using Tableau or other BI tools Support the development of tools and processes to integrate customer feedback data with other transactional, operational, and behavioral sources of data How you’ll do it Through strong analytical and conceptual thinking skills; to not only manipulate but also think outside the box to derive meaningful interpretations from data Ability to manage large sets of data from multiple sources in an effective manner Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics Experience with data visualization tools and techniques Experience applying statistical techniques and working knowledge of statistics Excellent planning, organizing, and time management skills with strong attention to detail Role Requirements Post-secondary education in Economics, Data Analytics, Statistics, Business, or related field Related work experience in an analytical/insights role Knowledge of Customer Experience metrics (NPS, OSAT, etc.), and other feedback collection methodologies Excel and PowerPoint skills; experience with Customer Experience platforms (InMoment, Medallia, Qualtrics etc.) SPSS, Tableau, or qualitative research platforms an asset Loblaw is committed to sustainability by sourcing products with integrity and making a positive difference in the community.

Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture.

We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.

Employment Type: Full time Type of Role: Regular We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop.

We are committed to creating accessible environments for our colleagues, candidates and customers.

Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment.

We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Please Note: Candidates who are 18 years or older are required to complete a criminal background check.

Details will be provided through the application process.