Customer Experience
Found in: Jooble CA O C2 - 2 weeks ago
Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
Reporting to the Manager, Customer Experience Insights & Strategy, the Customer Experience Insights Analyst will be an integral part of a growing team looking to understand and measure the customer experience impact across Air Canada. Part of the Customer Experience team, this role supports Air Canada’s corporate and operational focus on positively differentiating itself in this space. This position will be responsible to leverage insights to understand the customer impact at each moment of the journey and drive meaningful changes across both operational and commercial branches.
Support Air Canada’s customer experience sentiment tracking program by aggregating and analyzing customer data from various sources to be the voice of the customer within Air Canada.
Identify trends and opportunities for improvement within various data sources including first party data and survey data.
Build data models and run analytics as required to identify or quantify areas of opportunity.
Run impact analysis of suggested changes or improvements to the customer experience.
Build and nurture strong relationships within the company, including CX team, product (Food & Beverage, Lounge, Wi-Fi), network planning, Global on Time Performance, and operational data, to ensure relevance and credibility of insights.
Contribute to the development of KPI building and measurement of success.
Conduct third party/ online research to find data to support research objectives and customer experience innovations within the airline industry.
Facilitate research projects from start to finish, including questionnaire building, programming, testing, deployment, data analysis and reporting.
Work closely and communicate effectively with third party vendors to ensure project success.
Become a key support in Air Canada’s top ten global airline vision.
University degree or equivalent education with a degree in business, research analysis, big data being an preferred.
High level of proficiency in Microsoft Office Suite, including PowerPoint and Excel.
Minimum of 3-5 years of market research, data, or insights experience.
Data savvy with a strong attention to detail and accuracy.
Ability to manage multiple projects simultaneously and problem solve if issues arise.
Bilingualism is an asset.
Knowledge of Qualtrics is an asset.
The incumbent will be working in a fast-paced, collaborative and customer data centric environment.
Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.
Based on equal qualifications, preference will be given to bilingual candidates.
Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.
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