Customer Experience Insights & Strategy Analyst (CX Analyst)
Equitable Bank
Toronto, ON
Canada's Challenger Bank™
If you're looking for a workplace where employees are passionate about their work environment, then read on. What sets Equitable Bank apart from other companies is its culture. We celebrate and embrace the fabric of diversity, the employee engagement process and collectively take pride in our business successes. Our commitment to our customers, our partners and our employees creates a stimulating and exciting atmosphere that generates innovative products and outstanding service quality.

Equitable Bank is Canada's ninth largest independent Schedule I bank, serving Canadians coast to coast. It offers a diverse suite of residential lending, commercial lending and savings solutions, including high-interest savings products and GICs. Through its proven branchless approach and customer service focus, Equitable Bank has grown to approximately $31 billion in assets under management. In 2016, Equitable Bank launched a digital banking operation, EQ Bank, and introduced the EQ Bank Savings Plus Account. Equitable Bank currently employs over 750 employees across the country.

Within Equitable Bank's Core Lending business, Single Family Lending Services funds mortgages for owner-occupied and investment properties across Canada, while Commercial Lending Services provides mortgages on a variety of commercial properties on a national basis.Equitable's Securitization Financing business originates and securitizes insured residential mortgages under the Canada Mortgage and Housing ("CMHC") administered National Housing Act.Equitable Bank also offers a range of deposit products including short-term, long-term and Cashable GICs, available in non-registered or Tax Free Savings Account ("TFSA") across Canada. And it offers a High Interest Savings Account, available from authorized investment advisors through the FundServ network.

Equitable Bank is a growing Canadian financial services business and a wholly owned subsidiary of Equitable Group. It was founded in 1970 as The Equitable Trust Company.

Job Title: Customer Experience Insights & Strategy Analyst
Department: Corporate Development - Customer Experience
Reports To: Senior Director, Customer Experience

Purpose of Job

The CX Insights & Strategy Analyst will be responsible for supporting the Senior Director, Customer Experience and the Customer Experience Team on a variety of projects, including new opportunity identification and evaluation, strategic planning, research and data analysis and strategic initiative support. These projects usually involve cross-functional teams and contribute to the overall customer experience strategy and direction of the company and support senior executive and Board-level decision making. The incumbent will use his or her analytical abilities to provide both qualitative and quantitative input supporting the development of recommendations for Senior Management. In addition, the Analyst will be responsible for communicating findings and managing follow-up related efforts.

Main Activities:
Business analysis and problem solving (40%)
  • Use quantitative methods (e.g., Excel models) to develop insights that support decision making
  • Support the development of business cases for new opportunities – manage the communication of findings and support on follow-up
  • Contribute to the brainstorming, structuring and problem solving process for a range of strategic and tactical business topics (e.g., growth, pricing, operational efficiency, etc.)
  • Develop familiarity with internal systems and gather relevant data from various internal sources
  • Establish repeatable processes/methodology that enable quicker turnaround on analysis
  • Design and manage dashboards that consolidate KPIs and metrics across the business; conduct ad-hoc analysis using data to support business decision making
  • Create and deliver presentations to communicate findings from analysis
Fact gathering and research (40%)
  • Conduct market research to support business unit and enterprise strategy (e.g., competitive position, product assessments, market sizing, survey data analysis, concept testing and user testing etc.)
  • Scan various sources (e.g., news releases, journals, industry publications, etc.) to identify, track and monitor market, competitive and regulatory trends
  • Perform interviews with internal and external parties to gather information and develop insights
  • Stay current on recent events and share findings to related EQB parties as necessary
  • Monitor customer service tickets and other customer feedback sources (e.g. online forums) for business-as-usual CX improvement opportunities
Strategy development and execution (20%)
  • Support the yearly enterprise-wide strategic planning and budgeting process (e.g., financial modeling, market research, development of presentation materials, etc.)
  • Present key insights and recommendations based on research and data analysis
  • Drive projects forward by managing internal stakeholders, developing output materials and presenting key deliverables
Knowledge/Skill Requirements:
  • Bachelor degree in Business Administration, Engineering, Math or related field
  • 1-3 years of work experience in Management Consulting, Investment Banking or Corporate Development and Strategy preferred
  • Strong business acumen
  • Excellent analytical, modeling and problem solving skills
  • Excellent oral and written communication skills
  • Proficient in using MS Office (Excel, Access, Power Point)
  • Proficient with databases (e.g. SQL code) and data visualization (e.g. Tableau)
  • Strong attention to detail
Equitable Bank is an equal opportunity employer and encourages applications from all qualified candidates. Accommodations are available on request for candidates taking part in all aspects of the selection process. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.