Senior Operations and Customer Experience Analyst

Senior Operations and Customer Experience Analyst

Haventree Bank is a private Canadian Schedule 1 bank specializing in alternative mortgage programs and insured GIC deposits. We help hardworking Canadians from coast-to-coast achieve homeownership by offering flexible mortgage solutions. Our insured GIC deposits offer competitive rates and are available through a variety of wealth management platforms.

About Haventree Bank

Headquartered in Toronto, Ontario, Haventree Bank (Haventree) is a mission-driven alternative mortgage lender. The name Haventree is representative of the bank’s mission to help its customers find a place of refuge and to lay down new roots for the future. Haventree exists to be a catalyst of financial security and upward mobility for Canadians who are underserved by the traditional financial system.

Position Summary

Reporting to the Director, Operations, this position is pivotal in enabling operational and customer-experience decision-making through data-driven insights and analytics for mortgage, broker, deposit, and direct-to-consumer (DTC) portfolios. The role provides proactive, regulator-defensible insights to support servicing strategy, contact centre performance, and new product offerings. The incumbent is expected to translate complex data into clear, actionable insights for senior leaders and cross-functional stakeholders, defining success metrics and performance frameworks that support both growth and risk management.

Major Duties & Responsibilities

• Monitor KPIs and respond to ad-hoc analytical requests for the Servicing Department and Direct-to-Consumer business (e.g., fee monitoring, customer retention, portfolio run-off, transaction and servicing behaviour trends).
• Analyze Contact Centre operations to identify opportunities for quality, efficiency, and self-service adoption improvements (e.g., cost per contact, service levels, contact drivers).
• Forecast staffing needs for the Contact Centre and mortgage renewals to ensure adequate coverage and responsiveness, including data-driven recommendations for agent scheduling and capacity planning.
• Provide analytics and insights for monthly and quarterly executive meetings to inform strategic decisions, risk-aware trade-offs, and performance tracking.
• Conduct root-cause analysis to identify customer pain points across journeys and channels and recommend actionable solutions.
• Support the development and ongoing refinement of agent performance targets and scorecards, ensuring alignment with service objectives and customer outcomes.
• Support the implementation and ongoing refinement of a Workforce Management (WFM) framework, encompassing demand forecasting, capacity planning, scheduling discipline, and intraday performance management, to ensure the right resources are available at the right time while consistently meeting service-level and customer-experience objectives.
• Analyze trends related to payments, money movement, and transaction exceptions in partnership with Operations, Risk, and Fraud teams.
• Maintain and enhance dashboards for mortgage, deposit, and direct-to-consumer portfolios, including Contact Centre performance and end-to-end customer journey metrics.
• Collaborate with Data Enablement and BI teams to ensure data completeness, consistency, and clear data definitions and lineage.
• Prepare clear, concise presentation materials for multiple audiences, including Executive Leadership, tailoring insights and narratives to the audience and decision context.
• Translate business questions into analytical requirements, KPIs, and reporting structures, working with technical partners where required.
• Apply strong Data Governance and record-keeping practices when working with sensitive data, ensuring analytics outputs are auditable, consistent, and regulator-defensible; actively support the Data Governance working group.
• Ensure compliance with company policies, including AML/ATF requirements, and identify potential operational or customer-experience risks surfaced through data analysis.
• Collaborate cross-functionally with Operations, Technology, Data Engineering, Finance, Treasury, Risk, and Fraud teams.
• Provide guidance and informal mentorship to team members by sharing analytical best practices, insights, and institutional knowledge.
• Learn new tools, applications, and processes quickly with minimal direction, adapting analytics approaches as the DTC business and servicing evolve.

Qualifications & Experience

• Minimum 3–5 years of experience in an analytics, servicing, or operational support role within the financial services sector.
• Proficient in Microsoft Office and comfortable working in a paperless environment.
• Hands-on experience with reporting and analytics using Excel, Salesforce, Power BI, Tableau, or comparable BI and analytics tools.
• Strong interpersonal and communication skills, with the ability to explain analytical findings to both technical and non-technical stakeholders.
• Experience working in a multi-channel or omni-channel contact centre environment considered an asset.
• Knowledge of relevant Canadian financial services regulators (OSFI, FCAC, FINTRAC) considered an asset.
• Demonstrated ability to work with imperfect or evolving data and still deliver reliable, decision-ready insights.

While we thank everyone for their interest in Haventree Bank, please note that only candidates selected for an interview will be contacted. Haventree Bank is committed to providing accommodation when needed. If you require an accommodation, we will work with you to meet your needs.

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Haventree Bank embraces equal opportunity, diversity, and inclusion. Please let us know if you require any accommodations during the recruitment and selection process by contacting accessibility@haventreebank.com

Key skills/competency

• Senior Operations and Customer Experience Analyst
• Data Analysis
• Customer Experience
• Operations Management
• KPI Monitoring
• Reporting and Analytics
• Financial Services
• Business Intelligence Tools
• Root Cause Analysis
• Data Governance