Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.Air Canada is seeking a highly motivated impact-driven analytical professional to join our dynamic team in the role of Analyst, Customer Insights Analytics. This role is pivotal in driving business growth by leveraging data insights to enhance customer experience and operational efficiency.
Reporting to the Manager Customer Insights Analytics, the Analyst, Customer Insights Analytics, explores diverse customer-related and operational datasets to uncover meaningful relationships and trends. The analyst will also apply strong communication and story-telling skills to summarize statistical findings, draw business conclusions, and present actionable insights in a way that resonates with business stakeholders across Customer Experience and Operations teams at Air Canada. This role blends together analytical and data science expertise with business acumen, resulting in data-driven insights and strategies that empower business leaders to seize opportunities and solve complex customer journey related and operational challenges.Responsibilities:
Work closely with CX and Operational Business Units and IT teams to collect data requirements that support the development of analytical components of projects and to identify opportunities for customer experience and operational improvements.Apply statistical science, advanced analytics and data science knowledge tools and techniques to interpret customer and operations data sets, with a keen focus on identifying valuable trends and patterns for diagnostic and predictive analytics efforts.Translate business data requirements into pure data requirements, that adhere to data governance policies.Leverage advanced strong analytical skills to assess feasibility and the optimal technology solutions for analytics initiatives.Integrate data from multiple sources to enable comprehensive analysis and strategic insights.Develop, implement, and maintain analytical and statistical models.Present complex insights in a compelling manner through metrics and visualizations, turning statistical and analytical models into actionable business narratives that drive decision-making.Collaborate with various stakeholders across the CX and operational spectrum at Air Canada to define relevant metrics and KPIs and implement new solutions and processes.
QualificationsUniversity degree in Mathematics, Computer Science, Statistics, Business Analytics, Data Science, Engineering or a combination of education, training and experience deemed equivalent.Minimum 2 years of experience in the field of data analytics or data science turning data into insights and providing insights across an enterprise.Experience in using data warehousing solutions (e.g. Snowflake) and in writing relational database queries and scripts.Experience with analytical and data visualization toolsets like Power BI, Tableau, Looker, Dataiku, Streamlit etc.Specialized knowledge of scripting programming languages including but not limited to Python, R and SQL.Experience with Machine Learning, Forecasting, NLP, A/B Testing, Causal Inference or other experimentation methodologies is an assetProven ability to initiate change when opportunities to improve are identified i.e. the successful candidate must be innovative to find opportunities and confident/comfortable to make opinions known and support their recommendation.Ability to understand, develop, and relate statistical analysis to business implications.Exceptional written and verbal communication, and interpersonal skills.Ability to prioritize and manage multiple concurrent assignments effectively.Ability to work effectively and efficiently in a flexible hybrid office environment; work independently with minimal supervision and within a team environment.Knowledge and understanding of Customer Experience or Airline Operations is an asset.
Conditions of Employment:Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.
Linguistic RequirementsBased on equal qualifications, preference will be given to bilingual candidates.
Diversity and InclusionAir Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.
