Data Analyst, Customer Relations - Remote
About the position Reporting to the Senior Director of Customer Relations with a dotted line to the VP, Customer Relations, this role transforms producer and program data into clear insights that enhance the producer experience and support Extended Producer Responsibility (EPR) compliance. The Customer Relations Business Analyst develops reporting, identifies service and process improvements, and collaborates with cross-functional teams to strengthen program delivery within a national Producer Responsibility Organization. Responsibilities • Power BI Report Creation and Visualizing Development: • Design, develop, and maintain Power BI dashboards and reports that provide producers with clear visibility into compliance status, supply data trends, fee obligations, and reporting performance within EPR programs. • Create visually clear and accessible data visualizations that help internal teams and producers understand material recovery outcomes, program performance indicators, and service-level trends to support informed decision making. • Creating Reports and Recommendations for Improvements and Enhancements: • Analyze producer reporting data, customer service trends, and operational performance metrics to identify opportunities to improve producer experience, compliance efficiency, and overall program effectiveness. • Develop comprehensive reports with recommendations that strengthen producer engagement, optimize reporting workflows, reduce errors, and enhance overall responsiveness to regulatory requirements. • Present findings and actionable insights to Customer Relations leadership and cross-functional stakeholders, including Compliance, Operations, and Policy that will drive continuous improvement in producer support and program delivery. • Feeding into Business Strategies and Planning: • Collaborate with internal teams (Compliance, Policy, Operations, Finance, IT) to understand program needs, regulatory deadlines, and producer pain points. • Contribute data-driven insights that inform annual program planning, compliance strategies, producer engagement initiatives, and improvements to EPR reporting cycles. • Support strategic initiatives, such as digital platform enhancements, producer onboarding improvements, and harmonized reporting processes through accurate analysis and relevant performance insights. • Analysis for Executives: • Conduct detailed analyses on producer behavior, reporting trends, fee forecasts, diversion performance, contact center metrics, and risks related to compliance cycles. • Prepare and present executive-level analytical summaries that highlight material trends, regulatory risks, opportunities for program optimization, and customer experience insights across provinces and programs. • Provide data-backed recommendations that support executive decision-making on program improvements, policy alignment, producer engagement strategies, and operational resourcing. Requirements • Bachelor’s degree in Business Administration, Finance, Economics, Data Science, or related field. • 4+ years in a business analyst, data analyst, customer experience analyst, or operations analyst role. • Proficient in Power BI. • Skilled in Python. • Proficient in Dynamics 365 and/or other CRM software • Strong analytical and problem-solving skills. • Excellent communication and presentation skills. • Ability to work collaboratively with cross-functional teams. • Detail-oriented with a strong focus on accuracy and quality. Nice-to-haves • Advanced skills in data analysis and statistical software, is an asset.