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Tech Stack
Tools & technologiesTableau
About the role
Key responsibilities & impact- Analyze customer feedback and experience data to identify trends, issues, and improvement opportunities
- Conduct qualitative and quantitative research to understand customer needs and evaluate experience outcomes
- Translate research findings, CX measures, and operational data into actionable insights and recommendations
- Monitor CX metrics across channels to identify trends and measure outcomes
- Contribute to CX measures, scorecards, and reporting frameworks
- Develop and maintain CX programs, metrics, dashboards, and reports, ensuring data accuracy and consistent methodologies
- Conduct ad-hoc research, analysis, and reporting to address business questions and emerging CX issues
- Manage data preparation, validation, integration, and quality checks across multiple data sources
- Coordinate vendor-supported research initiatives, including project administration, deliverable reviews, and stakeholder communication
- Analyze customer journeys and personas to identify needs, issues, and improvement opportunities
- Provide advice on industry trends and best practices
- Perform related duties supporting CX initiatives
Requirements
What you’ll need- Completion of post-secondary education (university degree or college diploma) in a related field such as Statistics, Business, Communications, Mathematics, Market Research, or Customer Experience
- Minimum 3 years of experience in research, analytics, customer experience, or a related analytical/advisory role
- Experience in qualitative and quantitative research, problem-solving, and focus groups
- Experience analyzing data from multiple sources to develop reports, dashboards, presentations, and actionable insights
- Strong analytical, problem-solving, critical-thinking, and advisory skills
- Advanced knowledge of customer experience concepts, metrics, and best practices
- Expertise developing and maintaining dashboards using BI and data visualization platforms such as Power BI or Tableau
- In-depth understanding of digital analytics tools such as Google Analytics
- Strong organizational skills and ability to manage multiple research projects, priorities, and deadlines
- Excellent verbal communication, presentation, and interpersonal skills
- Excellent report writing skills, including recommendations, briefing materials, business cases, and executive-ready summaries
- Strong attention to detail and time management skills
- Ability to work collaboratively across priorities
- Advanced proficiency in Microsoft Office applications and ability to develop standardized reporting routines
- Familiarity and experience with CRM systems and different platforms (nice to have)
Benefits
Comp & perks- Flexible work locations, including remote
- Flexible hours of work
- Overall employee wellness support
- Leadership support
- Inclusive, accessible work environment
- Accommodation in the application process
- Background verification provided as part of the hiring process