Senior Manager, Data Science & Service Intelligence

Questrade Financial Group; Toronto; Hybrid; CAD 120,000 - 140,000; Full time

Benefits offered by this job

Health & wellbeing resources

Paid vacation & personal days

Competitive compensation

Hybrid work with in-office days

Career growth opportunities

Community involvement

Diverse and inclusive environment

Job summary

Questrade Financial Group in Toronto is seeking a Senior Manager, Data Science & Service Intelligence to transform how Sales & Service leverage data and predictive models to drive operational decisions. You will lead a hands-on team, build governed data models in Google BigQuery, and deploy self-serve Power BI dashboards across teams.

You'll own the measurement framework for conversational AI, develop forecasting models in Python and SQL, and partner with Product, Technology, and Operations to

Qualifications

• Bachelor's degree in a quantitative or technical field or equivalent practical experience.
• 5+ years analytics/data science experience with at least 2 years leading analysts.
• Advanced SQL proficiency querying cloud data warehouses (e.g., Google BigQuery) and Python or R for analysis.
• Experience building data pipelines/APIs and enterprise BI reporting (Power BI).
• Proven track record delivering predictive models or experiments into production affecting operations.

Responsibilities

• Own metric framework and governed data models in BigQuery and self-serve Power BI dashboards.
• Architect data pipelines and API integrations across systems.
• Develop predictive models and forecasts for operations.
• Lead end-to-end measurement for conversational AI across voice and chat.
• Translate data findings into executive narratives for decision making.

Skills

Analytics leadership

SQL proficiency

Python or R

Data integration & APIs

Power BI

Education

Bachelor's degree in quantitative or technical field

Tools

Genesys Cloud

Salesforce

dbt

APIs

Job description

What’s in it for you as an employee of QFG?

• Health & wellbeing resources and programs
• Paid vacation, personal, and sick days for work-life balance
• Competitive compensation and benefits packages
• Work-life balance in a hybrid environment with at least 3 days in office
• Career growth and development opportunities
• Opportunities to contribute to community causes
• Work with diverse team members in an inclusive and collaborative environment

This job posting is for an existing vacancy.

We’re looking for our next Senior Manager, Data Science & Service Intelligence. Could It Be You?

The Sr. Manager, Data Science & Service Intelligence is accountable for rebuilding how Sales & Service leverages data, predictive models, and conversational AI to drive operational decisions. Operating as a hands-on player-coach, this role leads the transformation of reporting into predictive service intelligence, establishing governed metrics in BigQuery and Power BI while connecting telephony, CRM, and cloud warehouse ecosystems. The role partners cross-functionally with Workforce Management, Product, Technology, and operational leadership to isolate root causes of friction and measurably elevate client experience across channels

Need more details? Keep reading…

• Establishing and owning the metric framework for Sales & Service as a single source of truth, building governed data models in Google BigQuery and self-serve Power BI dashboards while retiring redundant legacy reporting and enforcing data quality and lineage standards.
• Architecting and maintaining reliable data pipelines and API integrations across Genesys Cloud, Salesforce, Google BigQuery, and internal platforms, breaking down operational silos in collaboration with central Data and Technology teams.
• Personally developing predictive models, statistical forecasts (e.g., volume, handle time, attrition risk), and controlled experimentation pilots using Python and advanced SQL, providing the analytical modeling engine for Workforce Management and operational planning.
• Owning the end-to-end measurement framework for conversational AI across voice and chat (containment, resolution accuracy, escalation behavior, unit cost), analyzing conversation transcripts at scale to uncover failure points and steer model improvements with automation teams.
• Interrogating contact patterns, escalation trends, and client feedback to quantify root causes of friction in volume and cost, delivering prioritized, evidence-backed business cases to Product and Technology to permanently eliminate recurring issues.
• Formulating and tracking outcome-focused KPIs (centering on First Contact Resolution) for specialist pods, equipping frontline leaders with diagnostic coaching insights that measurably enhance operational performance and client experience.
• Directing, mentoring, and elevating a team of analysts through disciplined technical standards and modern development workflows (including prompt engineering and LLM-assisted workflows), driving organizational scale through automation and technology rather than headcount.
• Partnering across Sales & Service, Operations, Product, Technology, and external vendors, translating complex data findings into actionable executive narratives, trade-off evaluations, and strategic business decisions.

So are YOU our next Senior Manager, Data Science & Service Intelligence? You are if you…

• Have a Bachelor's degree in a quantitative or technical field (Statistics, Mathematics, Computer Science, Engineering, Economics, or related discipline), or equivalent practical experience.
• Have 5+ years of experience in analytics, data science, or a related quantitative technical field, including at least 2 years directly leading, mentoring, or guiding the technical work of analysts.
• Have advanced SQL proficiency querying cloud data warehouses (e.g., Google BigQuery) and working proficiency in Python or R for statistical analysis and predictive modeling.
• Have hands-on experience integrating multi-source operational data (telephony, CRM, data warehouses), creating data pipelines/APIs, and developing enterprise-grade business intelligence reporting (e.g., Power BI).
• Have a demonstrated track record taking a predictive model, statistical forecast, or experiment from initial concept to active business implementation that directly influenced operational decisions.

Additional kudos if you…

• Have applied experience measuring, tuning, or evaluating conversational AI / virtual agent systems across chat and voice channels.
• Have prior domain experience in contact centers, operations, or a regulated financial services/brokerage environment.
• Have hands‑on familiarity with Genesys Cloud and Salesforce operational data models.
• Have experience with analytics engineering practices and tooling (e.g., dbt, data transformation modeling, orchestration)

Compensation Information:

• Base salary range: $120,000 - $140,000
• The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.