Manager, Customer Insights

2 weeks ago

Chicago, United States BMO US Full time

111 W Monroe - 115 S LaSalle Chicago Illinois,60603

The **Manager, Customer Insights and Reporting **is responsible for the development, production, and ownership of customer metrics and reporting across Personal banking.

The individual will have an end-to-end project accountability. Beginning with understanding the business KPIs, they will leverage expertise in process design to determine an efficient and optimal process for delivering reporting results. Development will include structuring the data flow and setting up automation. Ownership will continue post-implementation and include investigations, improvements, and partner relations.

**Analytic Capabilities & Critical Thinking**
- Understand business KPIs, and relevant drivers and factors that can help reach business objectives.
- Internalize and understand the larger context of customer data elements and leverage a strong awareness of how customer and account attributes intersect.
- Analyze large, complex datasets (from multiple sources both structured and unstructured) to drive insights and recommendations.
- Be a practitioner of data best practices including QA, stable design, code optimization, and automation techniques.
- Design and improve production and ad-hoc reporting processes with the goal of optimizing consumption and performance.

**Design and Delivery of Performance Reporting and Dashboards**
- Responsible for performance measurement reporting and visualization that monitors overall and incremental impact of customer growth in quantity and quality.
- Lead the definition, creation and maintenance of standardized dashboards and performance reporting for Customer Insights and business partners.
- Refine design proposals in collaboration with various stakeholders in Personal banking.
- Create new analyses and/or tools that deliver customer insights that enable business users to further their objectives.

**Leadership and Relationship Management**
- Establish and communicate standards for accurate business requirement, technical specification and work process documentation associated with our metrics and reporting.
- Engage with business partners to ensure needs are met, update on delivery status, and provide transparency and clarity to results.
- Leverage consultative skills and knowledge of best-practices to provide guidance and consultative sessions with partners to share insights and recommendations rooted in data. Use these sessions to flag potential areas for deeper investigation, growth, or prioritization.
- Consult with and deliver results to partners within tight time constraints that consistently meet or exceed their expectations.

**Risk Management**

Ensure measurement reports meet governance and risk policies and identifying opportunities and solutions for continuous improvements

Understands and articulates the business case of business questions and the estimated value being delivered. Designs dashboards and analyses to be performed, and appropriate visualization and analytics tools to use. Identifies trends and patterns to address identified business questions and provide insights through reporting and data visualization techniques. Works with other data and analytics professionals to optimize, refine, automate and scale analysis into repeatable analytics solutions and decision support tools.
- Builds various reporting dashboards using the most appropriate data extraction, data cleaning and data visualization techniques.
- Provides value through insights, reporting and data visualization techniques. Selects, configures and implements analytics solutions for consistency and repeatability.
- Researches and applies continuous improvement in data visualization by identifying trends and patterns to transform raw data into actionable business insights.
- Works with different teams, management and stakeholders to enhance the usability and aesthetic appeal of data analytics solutions deployed in the organization.
- Translates business needs to technical specifications and evaluates existing data visualization systems in order to improve them.
- Develops data visualizations of "large" amounts of data that facilitate the intuitive presentation of data to decision makers.
- Documents data flow, systems and processes to improve the design, implementation and management of business/group processes.
- Develops tools and delivers training programs for use of reporting tools and self-serve analytics by non-analytical end users; may include delivery of training to audiences.
- Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
- Provides specialized consulting, analytical and technical support.
- Exercises judgment to identify, diagnose, and solve problems within given rules.
- Works independently and regularly handles non-routine situations.
- Broader work or accountabilities may be assigned as needed.

**Qualifications**:
Foundational level of proficiency:

- Technical design optimization.
- Decision

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