Senior Manager, Data Science & Service Intelligence

Questrade Financial Group (QFG), through its companies - Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. We use cutting-edge technology to help Canadians become much more financially successful and secure.

At QFG, we combine human-centric collaboration with AI-driven innovation to redefine financial services. The ideal candidate will be a catalyst for change, using AI to transform and deliver unparalleled customer experiences and shaping a future where AI empowers our teams to do their best work.

Join our diverse, inclusive, and hybrid workplace to unleash your creativity and nurture your curiosity without limits. If you share this sense of infinite possibility, come shape your future at QFG.

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…

In this role, responsibilities include but are not limited to:

• 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.
  

Sounds like you? Click below to apply!

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At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us.

Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review.

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.