Responsibilities
- Lead strategic customer analytics and insight
- Act as a strategic thought partner and internal consultant to stakeholders across one or more high-priority Customer Analytics domains, helping them clarify business questions, evaluate opportunities, measure performance, and make better decisions
- Collaborate closely with teams across Jobber, including Revenue Operations, Strategy, Marketing Analytics, Product & Fintech Analytics, BI & Analytics Engineering, Data Science, and relevant go-to-market or customer-facing teams
- Lead deep-dive analyses across the customer journey, including acquisition, onboarding, engagement, product adoption, monetization, retention, expansion, customer quality, and long-term customer value
- Help define, refine, and govern the KPIs that matter most for the assigned domain or domains, including performance, efficiency, customer quality, customer outcomes, and downstream business impact
- Translate complex business questions into clear analytical plans, decision frameworks, and actionable recommendations
- Evaluate the impact of strategic initiatives, operational changes, go-to-market motions, customer programs, product or lifecycle initiatives, and other business priorities
- Help leaders understand not just what happened, but why it happened, what it means, and what Jobber should do next
- Build a strong analytical understanding of the assigned domain or domains, including how different customer segments, behaviours, channels, products, teams, or motions contribute to business performance
- Identify opportunities to improve growth, efficiency, prioritization, customer experience, customer quality, and long-term value
- Support strategic planning, forecasting, target setting, business cases, and resource allocation decisions
- Partner with cross-functional teams and business leaders to improve reporting foundations, metric definitions, funnel or journey visibility, and decision-making workflows
- Analyze the quality and long-term value of different customer groups, helping Jobber optimize for durable growth rather than short-term volume alone
- Create reusable frameworks and decision tools that help teams evaluate trade-offs across growth, efficiency, customer outcomes, and operational complexity
- Support experimentation and measurement strategies for strategic initiatives, including A/B tests, pilots, campaigns, lifecycle programs, product initiatives, operational changes, and customer-facing programs
- Apply advanced analytics techniques such as impact evaluation, scenario analysis, simulation modelling, forecasting, segmentation, and predictive analytics to inform strategic decisions
- Partner with Data Science on more complex modelling opportunities, such as customer scoring, prioritization, churn or expansion propensity, automation, AI-assisted workflows, or other predictive systems
- Bring strong judgment to ambiguous measurement problems, including cases where perfect experimentation is not possible and directional decision support is still needed
- Help stakeholders understand analytical confidence, limitations, trade-offs, and recommended next actions
- Build trusted relationships with senior leaders and cross-functional stakeholders by understanding their goals, shaping analytical roadmaps, and proactively identifying opportunities
- Communicate insights through clear, compelling, executive-ready narratives that connect analysis to decisions and business outcomes
- Present findings, recommendations, dashboards, and decision frameworks in business reviews, leadership forums, and cross-functional meetings
- Make trade-offs visible when stakeholder demand exceeds capacity, helping teams prioritize the work that will have the greatest business impact
- Collaborate across Analytics & Insights to ensure Customer Analytics work connects cleanly with other analytics teams and pods, BI & Analytics Engineering, and Data Science
- Identify recurring or repeatable analytics work that should become automated, standardized, documented, or moved into self-serve
- Partner with BI & Analytics Engineering to improve the data foundation, semantic layer, reporting infrastructure, and self-serve capabilities that support Customer Analytics decision-making
- Use AI-assisted analytics workflows responsibly to accelerate exploration, coding, documentation, QA, and storytelling while maintaining strong ownership of output quality
- Promote high-quality analytics practices, including clear metric definitions, reproducible workflows, thoughtful QA, documentation, peer review, and data quality stewardship
- Build scalable assets, dashboards, models, and analytical frameworks that reduce manual reporting and shift analyst time toward higher-judgment work
- Ensure insights are timely, trusted, actionable, and connected to meaningful business outcomes
- Lead one or more important Customer Analytics domains through influence, ownership, and strong judgment
- Provide mentorship, peer review, and analytical guidance to analysts working in or adjacent to those domains
- Raise the bar for analytical quality, stakeholder communication, and business impact across the Customer Analytics team
- Contribute to team-wide best practices around prioritization, documentation, QA, AI-enabled workflows, self-serve, and strategic storytelling
- Operate as a senior individual contributor who can independently own ambiguous, high-impact work while helping others grow
Requirements
- Expert-level SQL skills, with the ability to work efficiently across complex relational data structures and validate analytical logic with confidence
- Strong experience in B2B SaaS, marketplace, fintech, revenue, growth, product, customer, or go-to-market analytics
- A deep understanding of SaaS business models and customer journey metrics, such as funnel performance, conversion, activation, engagement, retention, expansion, monetization, customer quality, and customer value
- Proficiency with BI and data visualization tools such as Tableau, with a focus on clear, compelling, and actionable reporting and narratives
- Demonstrated experience with foundational and advanced analytics techniques, including performance measurement, exploratory analysis, impact evaluation, experimentation, forecasting, scenario analysis, simulation modelling, and predictive analytics
- Strong business acumen and strategic judgment, with the ability to connect analytical work to company-level growth, efficiency, and customer outcomes
- Excellent stakeholder management skills, with the ability to build trust, clarify ambiguous asks, influence priorities, and guide leaders toward better decisions
- A passion for storytelling through data, with the ability to distill complex analyses into simple, influential insights
- Practical fluency with AI-assisted analytics workflows, with the judgment to use AI responsibly, validate outputs, and own the quality of the final work
- Intellectual curiosity, creativity, and adaptability in solving open-ended business problems in a fast-moving environment
- Demonstrated ability to mentor analysts, lead through influence, and operate as a senior individual contributor owning one or more business domains
- Proven ability to thrive under pressure, navigate ambiguity, and bring structure to complex or competing demands
Nice to Have
- Experience with Python, dbt, Snowflake, Salesforce or other CRM/customer systems, data modelling, and productionized analytics workflows
Work Arrangement
Remote (City/Region) — Edmonton, Toronto, Vancouver, Kitchener-Waterloo
Team
Structure: Central analytics function acting as internal consultants; part of the Strategy & Analytics department
Additional Information
- This is an individual contributor leadership role, not a people leadership role
- Candidates must be based in one of Jobber’s hub cities: Edmonton, Toronto, Vancouver, or Kitchener-Waterloo
- Base salary is just one part of a total compensation package that includes equity rewards, annual stipends for health and wellness, retirement savings matching, and an extended health package with fully paid premiums
- Access to a dedicated talent development program that includes career coaching and opportunities for career development
- Jobber is committed to working with applicants requesting accommodation at any stage of the hiring process
