Digital Data Analytics Manager

Our Technology team wakes up every day with one goal in mind - connecting Canadians to the people and things that matter most. Together, we are proud to support 30 million Canadians each month through managing a robust portfolio that champions leading‑edge technology. We drive large‑scale, complex, and high‑visibility technology projects and programs that shape the future of technology in Canada and expand connectivity from coast to coast.

The Digital Performance and Analytics Manager will play a key role in driving data‑informed decision‑making across our Digital Service and Support experiences on Web, App and AI/Agentic platforms. Your role will support the organizational goal of growing digital self‑serve and deflecting customer contacts from call centers, which will ultimately lead to lower cost of operations and improved customer satisfaction.

The ideal candidate is a data enthusiast and strong collaborator who excels in uncovering trends, identifying optimisation opportunities, and driving performance improvements through storytelling and strong relationships with partners in Digital, Operations, and Data Teams. This role reports to the Senior Manager – Digital Service and Support Analytics.

• Data Analysis & Insights
  • Analyze digital user behaviour and identify areas of friction across platforms, including websites, mobile apps, AI agents and Call Center applications using tools such as Adobe/Google Analytics, Quantum Metric, Dynatrace, and other data platforms.
  • Provide actionable insights by identifying trends, patterns, and areas of opportunity to enhance the digital experience and improve KPIs such as engagement, call containment, conversion, retention, and satisfaction.
  • Develop and maintain dashboards and reports to track key performance metrics, delivering clear, concise insights to stakeholders at all levels, as well as manage the analytics roadmap in collaboration with key stakeholders.
• Cross‑Functional Collaboration
  • Work closely with Digital Product, UX, marketing and development teams to ensure data insights are integrated into decision‑making processes and digital product strategies.
  • Partner with Digital and Operations teams to analyse and enhance digital service journeys, focusing on reasons digital customers call contact centres and customer satisfaction.
  • Work closely with the Digital Data Engineering team to enhance and build data products and models that support your analytics roadmap.
  • Support the personalization team with data segmentation and user behaviour analysis to drive targeted and tailored digital experiences.
• Data Governance & Management
  • Define and manage key metrics definition with partners and ensure the accuracy and integrity of data collected through tagging and tracking, working closely with developers to implement and maintain analytics setups.
  • Proactively troubleshoot data issues, ensuring consistency and reliability across reports and dashboards.
  • Maintain compliance with data privacy regulations, ensuring analytics practices align with organisational and legal standards.
• Innovation & Trends
  • Stay updated on industry trends, tools, and best practices in digital analytics, applying new techniques to enhance data analysis and insights.
  • Experiment with emerging analytics tools and methodologies, such as predictive analytics, to identify potential opportunities for innovation.

• Education – Bachelor’s degree in business, data science, statistics, or a related field (Master’s degree is a plus).
• Experience – 3+ years in digital data analytics, with a proven ability to analyse and report on web and mobile app performance or similar role.
• Experience in delivering written and verbal presentations, analyses, and recommendations to senior management.
• Analytical Thinking – Strong quantitative and analytical skills, with the ability to synthesize data into actionable insights.
• Collaboration Skills – Excellent communication and interpersonal skills, with a proven ability to present complex data to non‑technical audiences.
• Project Management – Experience managing multiple projects and deadlines in a fast‑paced environment.
• Technical Skills –…