Voice of Customer Specialist

Voice of Customer Specialist – Brand and Marketing Are you passionate about transforming customer feedback into meaningful business insights? Do you excel at turning data into stories that drive action and elevate the customer experience? If so, you could be the ideal candidate for our Voice of Customer Specialist position. Reporting into the CRM structure, this role serves as the organization’s Qualtrics and Customer Insights expert, supporting multiple business lines in the collection, analysis, and activation of feedback across all customer touchpoints. You’ll play a key role in designing and evolving our customer experience (CX) measurement programs—turning data into insights that inform strategy and deliver real impact. Key Responsibilities Lead the design, implementation, and optimization of CX surveys and programs using Qualtrics. Translate customer feedback and behavioral data into actionable insights that support decision-making across departments. Collaborate with internal teams (Marketing, Operations, Customer Service) to interpret findings and recommend customer experience improvements. Present insights and recommendations to senior leaders and cross‑functional partners in a clear, compelling, and action‑oriented way. Monitor and report on key CX metrics (NPS, CSAT, CES, etc.), highlighting trends, pain points, and opportunities. Develop and maintain interactive dashboards and reports to visualize insights and business impact. Use SPSS and other analytical tools to perform advanced analyses, segmentation, and statistical modeling. Partner with the Customer Data Platform (CDP) team to ensure data alignment and seamless sharing of insights between Qualtrics and CRM systems. Provide training, guidance, and best practices to internal teams on using Qualtrics and interpreting data. Support system integrations between Qualtrics, the CDP, and other analytics or CRM platforms to improve data quality and accessibility. Stay current on emerging trends in customer insights, analytics, and experience management tools. Qualifications Bachelor’s degree in Business, Marketing, Statistics, Analytics, or a related field. 3–5 years of experience in customer insights, CX analytics, market research, or a related area. Proven expertise with Qualtrics or similar experience management platforms. Experience using SPSS (or equivalent statistical software) for data analysis and reporting. Strong analytical skills, including data interpretation, storytelling, and presentation. Demonstrated ability to share insights effectively with internal stakeholders and influence decision‑making. Excellent communication and relationship‑building skills with both technical and non‑technical audiences. Experience working within a CRM ecosystem or customer data environment. A customer‑obsessed mindset and a passion for driving measurable improvements in the customer experience. Bilingual (French and English). Apply today to join our team as a Voice of Customer Specialist. Create with us Our Employer Proposition Stands Out. Here's An Overview. An inclusive work environment based on team experience; Access to an individual office on the days you come to the Montreal Studio, a stimulating environment that will allow you to put all your creativity to good use; Professional growth focused on high‑quality projects to propel your career, as well as personalized support tailored to your professional ambitions; Group insurance, retirement savings and other benefits that we'll be happy to introduce to you; A culture focused on the development of equitable practices and rallying events. As a proud ambassador of equality in employment, Cirque du Soleil Entertainment Group is committed to eliminating discrimination based on age, skin color, origin, religion, gender, gender identity, sexual orientation and neurodiversity. Neutral and inclusive language is now preferred for job postings, and accommodation is provided for candidates who require it. Location: Greater Montreal Metropolitan Area, Canada. Salary: CA$45,000 - CA$50,000 per year. Job Type: Full‑time, Permanent. #J-18808-Ljbffr