Data & Insights Analyst
BBTV
Vancouver, BC
BBTV is looking for a Data & Insights Analyst to joining the team!

This position plays a critical role in developing, implementing and managing processes for the Partner Experience (PX) department to enable industry-leading service to BBTV’s clients and network partners. Our ideal candidate has sharp analytical and creative problem-solving abilities, as well as top-notch communication and time management skills. They will be a passionate advocate of driving action through data, with good knowledge of statistics and data management (data segmentation, database queries, reporting tools). This position will be servicing a number of departments from Finance, R&D, Audience Development and of course at the core our Partner Experience team.

Responsibilities

Support PX leadership decision-making pertaining to customer retention, churn, customer life-cycle, and value-proposition, through analyzing BBTV customer trends and behaviors providing reports and insights.
Assist Partner Experience leadership in key strategic and operational responsibilities, and participates in the department’s daily tasks and projects.
Reliably project manage complex and strategic objectives through effective communication, prioritization and time management.
Ensure the on-going delivery of key reports and insights in a timely fashion.
Analyze support and product data to understand underlying drivers of customer interactions, improve customer’s knowledge of BBTV products and services, and assist leadership in business decisions.
Measure and track the effectiveness of BBTV’s customer experience, and develop data-driven hypotheses.
Plan and implement CRM workflows and processes to support the delivery of customer programs, as well as the tracking of service adoption and retention cases
In collaboration with PX leadership, develop and analyze KPI’s for the PX department.
Collaborate closely with cross-functional teams to improve the efficiency of processes and workflows, and implement solutions from planning to execution.
Support BBTV in understanding its customer base and customer operations, and contribute directly to achieving organizational goals.
Build cross-functional relationships with BBTV leaders as a way to help the PX Operations function effectively.
Manage and optimize the support systems and tools used by the PX team in order to harvest reliable data.
Supervise adequate execution of workflows and processes by the PX team, and assist when required to improve performance.
Lead continued research to discover and implement technology solutions for the automation of optimal processes.
Assist the Support team with tickets as assigned by manager
Complete other tasks as assigned by Manager
Requirements

Fundamental understanding of business objectives and is driven to achieve strategic progress.
Strong proficiency with spreadsheets and analytical tools such as Excel
Strong proficiency with data visualization tools (Power BI preferred)
Understanding of CRM tools and processes (Microsoft Dynamics preferred)
Operational knowledge of customer service software (Zendesk preferred)
Strong analytical skills with the ability to map insights into solutions
Proven ability in creating KPI reports, dashboards and other management reports
An entrepreneurial and customer service focused mindset
About Us

At BBTV, our team is everything. We offer competitive compensation packages, rapid career advancement, flexible hours, and operate on a horizontal management structure that rewards creativity and values transparency.

Our state-of-the-art open concept office is built to give you the perfect balance of work-and-play. From the fully stocked games room, lounge spaces, movie theatre, and in-house automated barista, to healthy snacks, gym passes, and a culture committee (in charge of frequent outings and team-building events).

Today, we are the third largest video property on the planet (behind only Google and Facebook), and have built digital networks alongside the likes of the NBA and The Huffington Post. So if you love collaborating, innovating, and pushing yourself to excellence, let's talk!