Customer Experience & Data Insights Analyst

Application Deadline: 04/29/2026 Address: 33 Dundas Street West Job Family Group: Data Analytics & Reporting This is a hybrid role requiring 2-3 days in the Toronto office Job Overview The Customer Experience & Data Insights Analyst is responsible for analyzing call center customer interactions, agents’ behaviors, customer sentiment, and operational data to uncover insights that drive improvements across the call center customer journey. This role combines quantitative data analysis with qualitative call listening and the use of AI‑enabled tools (e.g., speech analytics, automated insights, and advanced analytics techniques) to identify trends, root causes, and opportunities that enhance customer satisfaction, operational efficiency, and business performance. An important aspect of this role is effectively communicating insights through storytelling and data‑driven narratives, by translating complex analyses into clear, compelling narratives that resonate with diverse audiences. You will work with large, diverse datasets, synthesize findings into actionable recommendations, and present insights through impactful storytelling, visuals, and clear messaging to business partners and senior leaders. This role contributes to multiple lines of business by delivering well-communicated insights and recommendations that meaningfully influence call center operations and the overall customer experience. Key Responsibilities Data Analytics & Insight Generation Collect, process, and analyze large datasets including call details, customer feedback, various call center KPIs, and speech analytics outputs Identify trends and root causes to formulate and document multiple hypotheses. Build dashboards and analytical workflows to support deep‑dive, ad‑hoc analysis, hypothesis testing, and rapid insight discovery, while tailoring insights to audience needs and evolving business questions Customer Experience Analysis Conduct qualitative and quantitative call listening to identify customer barriers, irritants, and friction points across various call types Use speech analytics tools to support targeted listening, categorize call themes, and surface actionable insights for stakeholders Perform root cause analysis and build hypotheses that help business leaders quickly react to emerging issues Storytelling & Communication Craft clear, compelling data stories by synthesizing trend analyses, insights, and recommendations for leaders across the enterprise Deliver executive‑ready presentations that translate complex analyses into intuitive narratives, supported by strong visuals and concise messaging Translate business questions into analytical solutions by uncovering and clearly articulating the underlying “why” behind the data Collaboration & Operational Support Partner with cross-functional groups including call center leadership, Transformation, Compliance, Business Products and Analytics teams Provide insights that support improved sales processes, marketing strategies, compliance monitoring, and operational performance Participate in continuous improvement initiatives to enhance analytical processes, data quality, and in-depth ad-hoc analysis Qualifications Bachelor’s degree in Data Science, Statistics, Business Analytics, Computer Science, or related discipline Experience in data analytics within a customer service, call center, or similar environment with working knowledge of financial institutions products and services Strong analytical expertise with experience using SQL, familiarity with SAS, R, Python, or similar tools Experience with data visualization tools such as Excel or Power BI Strong analytical and creative problem‑solving capabilities with the ability to interpret complex datasets Strong written and verbal communication skills, particularly in presenting insights to non‑technical stakeholders Ability to manage multiple time‑sensitive projects in a fast‑paced environment Curious, proactive, and committed to uncovering meaningful insights that address business challenges Self-motivated, team player who can also work independently Knowledge of speech analytics tools is an asset Salary: $56,000.00 - $103,500.00 Pay Type: Salaried The above represents BMO Financial Group’s pay range and type. Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position. BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards About Us At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world. As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset. To find out more visit us at https://jobs.bmo.com/ca/en. BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter. Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes. BMO is a leading bank driven by a single purpose: to Boldly Grow the Good in business and life. Everywhere we do business, we’re focused on building, investing and transforming how we work to drive performance and continue growing the good. Who we are We’re proud to be fueling growth and expanding possibilities for individuals, families and businesses. More than 12 million customers count on us for personal and commercial banking, wealth management and investment services. As the 8th largest bank in North America by assets, we provide personal and commercial banking, wealth management and investment services to more than 12 million customers. In Canada, the United States and across the globe, we’ll continue to build, invest and transform to drive performance that serves the good that grows.