Client Experience Data Analyst

Toronto or Remote (Canada)

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Wealthsimple
Wealthsimple is the simple way to grow your money like the world's most sophisticated investors. No-maintenance portfolios, expert investment advisers and low fees.
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Wealthsimple is on a mission to help everyone achieve financial freedom, no matter who they are or how much they have. Using smart technology, Wealthsimple takes financial services that are often confusing, opaque and expensive and makes them simple, transparent, and low-cost. We're the company behind some of Canada's leading digital financial products, and are growing faster than ever.
Our team is reimagining what it means to manage your money. Smart, high-performing team members will challenge you to learn and grow every day. We value great work and great ideas — not ego. We're looking for talented people who love a fast-paced environment, and want to ship often and make an impact with groundbreaking ideas.
We’re a remote-first team and output is more important than face time, so where you choose to work is up to you — as long as you have internet access, you can work from anywhere in Canada. Be a part of our Canadian success story and help shape the financial future of millions — join us!
Read our Culture Manual and learn more about how we work.

What you'll be responsible for:

  • Understand Wealthsimple’s client success data schema and leverage data to help inform the team and solve problems
  • Own reporting and analysis for the Client Success team to develop performance metrics, generate insights, and identify key drivers around customer complaints and feedback
  • Build, audit, and make continuous improvement to existing dashboards via regular review with key stakeholders
  • Developing documentation around analytics processes and owning the data dictionary for the Client Success team
  • Deliver concise insights and analysis of key metrics to Client Experience leadership, ensuring key drivers, issues, and required actions are clearly understood. Tell a compelling story behind the data through relevant insights, conclusions and recommendations
  • Ad hoc deep dive analysis focused on analyzing the impact of client experience pilots and scaling projects

What we're looking for:

  • Data Analytics Experience - Has 2+ years of experience in Data Analytics or Business Insights. Experience working with Customer Support and/or Sales organizations is an asset.
  • Data & analytics: Strong analytical skills with superior attention to detail and demonstrated ability to drive insights into actionable recommendations. Strong proficiency with SQL and the ability to develop elegant and user friendly visualizations
  • Collaboration: Excellent interpersonal skills and an ability to work cross-functionally with a wide range of stakeholders
  • Action orientation: A clear bias for action and ability to act without being told what to do, takes full ownership over work and seeks help and input when needed
  • Communication - Is an excellent communicator and able to convey complex ideas succinctly and with great precision
  • Passion for clients - Is incredibly passionate about our clients and our products
  • System Experience - experience with business intelligence tools like Periscope; Salesforce; Zendesk; Visualization tools (Tableau, Looker, Power BI); and Statistical analysis tools (Python, R, etc.) considered an asset
Job region(s): North America
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