Global Senior Analyst

Job description

We are looking for a Global Senior Analyst to join our team in Halifax. The Senior Analyst is a global mechanisms owner responsible for building scalable, standardized, and increasingly automated decision systems across Customer Service. This role leads end-to-end work across Analytics & Reporting, Central Data Platform enablement, Causal Analysis, and Planning & WFM partnership to drive measurable improvements in service performance, efficiency, cost-to-serve, and customer/employee experience. This role is intentionally technology-forward: Senior Analysts do not just “report results”they create repeatable mechanisms that detect issues early, explain KPI drivers, and trigger action across time zones, while continuously exploring new technologies (AI/ML, GenAI, automation, rules engines, workflow orchestration) to reduce manual effort and accelerate decision-making. The ideal candidate has a strong curiosity and open mindset, constantly challenges the status quo, and actively looks for ways to simplify, standardize, automate, and eliminate waste—while fully respecting legal, regulatory, and privacy requirements, and ensuring fairness, auditability, and human accountability in decisi...