Drive continuous improvement and performance optimization by analyzing operational and service delivery data to identify trends, bottlenecks, and improvement opportunities.
Develop performance measurement frameworks and key performance indicators aligned with organizational goals and support process improvement initiatives with data-driven insights.
Design and maintain reporting tools and dashboards to support operational and executive decision-making, including building interactive Power BI visualizations, structured Excel reporting models, and data tracking tools using Microsoft Lists.
Ensure reports are clear, accessible, and aligned with program objectives.
Strengthen data integrity and governance by monitoring data quality across systems, addressing inconsistencies, establishing validation standards and documentation protocols, and maintaining standardized metrics and reporting methodologies.
Ensure alignment with privacy, compliance, and governance frameworks, including integrating OCAP principles where appropriate.
Collaborate with cross-functional teams to translate business questions into measurable data insights, clarify reporting needs, support adoption of dashboards and reporting tools, and provide guidance on performance measurement and data-informed decision-making.

3-5 years of experience in data analysis, business intelligence or performance reporting
University or college degree in Data Analytics, Business Analytics, Statistics, Economics, Mathematics or a related field.
Proficiency in Power BI, including data modeling, dashboard design and data refresh management.
Strong expertise in Microsoft Excel, including pivot tables, Power Query, formulas and structured datasets.
Experience designing and managing workflows and structured data capture using Microsoft Lists.
Experience integrating data from multiple sources such as CRM, web and operational systems.
Working knowledge of data cleaning, transformation and validation techniques.
Experience supporting continuous improvement initiatives.
Experience building dashboards and performance frameworks for operational or executive audiences.
Ability to communicate insights clearly to non-technical stakeholders.
Strong documentation and process orientation, analytical thinking and attention to detail.
Experience leading measurement or reporting work across multiple teams or lines of business.
Experience shaping data governance standards or performance frameworks.
Experience coaching others on data literacy, tools or methods.
Ability to travel occasionally to internal meetings or client engagements.
Experience in regulated or privacy sensitive environments, working with CRM, service delivery or contact centre data and knowledge of process improvement methods such as Lean, Six Sigma is an asset.

Manager, Data Analyst

Key skills