Data Analyst (SQL)

Responsibilities:

• Drive Business Impact through Localized Analytics

  • Identify and develop key performance metrics to measure the effectiveness of Canadian assisted offerings, including Full Service, Business Tax, Assist & Review, Audit Coach, and Audit Defense.
  • Partner with cross-functional leaders across operations, product, and engineering to deliver insights that improve customer experience, reduce friction in human assisted flows, and support service consistency across English and French-speaking customers.
  • Automate and maintain localized reporting to support real-time, data-informed decision-making year-round and through the tax season.

• Elevate Data Infrastructure & Modeling for Canada

  • Extend and adapt core dashboards and models to meet Canadian requirements, incorporating localized taxonomy, metric definitions, and region-specific workflows.
  • Lead development of segmentation frameworks (e.g., digital vs. expert support) to guide proactive help strategies and improve resolution outcomes.
  • Optimize data pipelines and ensure robust, scalable infrastructure to support business intelligence across the Canadian expert support ecosystem.

• Improve Operational Efficiency & Seasonal Readiness

  • Analyze channel efficiency metrics – such as customer serving time and digital help and escalation trends – across chat, async, and voice to inform staffing, routing, and tooling decisions.
  • Support operational planning and execution throughout the season, including launch readiness, backlog management, and change management aligned with Canadian compliance and service expectations.
  • Drive clarity and understanding of KPI performance, including establishing data-driven metric targets, performing root cause analysis, and developing automated processes for key stakeholders.

• Influence Strategy Through Insightful Storytelling

  • Deliver clear, compelling narratives that translate complex analytical findings into actionable recommendations for both technical and non-technical audiences.
  • Aggregate VOC (voice of customer) signals – spanning surveys, chat, and call data – to proactively shape various customer journeys and surface opportunities for experience improvement.
  • Collaborate closely with senior leaders and cross-functional stakeholders to ensure alignment on strategy, service quality, and customer success in the Canadian market.

Skills:

• 8+ years of experience in data science, analytics, or a related field.
• Proven ability to extract insights from data and communicate compelling data-driven stories that drive business impact.
• Excellent SQL skills for data extraction, manipulation, and pipeline development.
• Expertise in data visualization tools (e.g., Tableau, Qlik).
• Experience with Python or R for advanced analytics, modeling, and automation is a plus.
• Familiarity with big data tools (e.g., Snowflake, Spark, Databricks) is a plus.
• Machine learning and Generative AI experience is a plus.
• Ability to manage multiple projects simultaneously in a fast-paced environment.
• Strong problem-solving and end-to-end quantitative thinking skills.
• Passion for mentorship and developing talent within the team.
• Proactive and growth-oriented mindset—you identify opportunities for innovation rather than just responding to problems.

Benefits:

• 💼 Competitive hourly pay
• 📈 Opportunity to work on impactful projects
• 🌐 Collaborative and dynamic work environment

Qualifications:

• Data analysis: 7 years (preferred)
• SQL: 5 years (required)
• Python: 5 years (required)

Application Question(s):

• Do you have experience in data visualization tools (e.g., Tableau, Qlik)?
• Are you familiar with big data tools (e.g., Snowflake, Spark, Databricks)?
• Please let us know your visa status.
• Are you comfortable for 5 days onsite?
• Drop your valid email address and valid LinkedIn URL.