Manager, Customer Experience Insights

12 hours ago

Toronto, Canada Air Canada Full time

**Description**

**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 Senior Director, Customer Experience Strategy and Planning, the Manager, Customer Experience Insights will take ownership and responsibility for the end-to-end customer journey experience data and reporting, including for travel on Air Canada Rouge, Air Canada Express and across joint venture partners. This position will play an integral role in Air Canada's Elevating the Customer Experience (ECX) program, representing the voice of the customer across the company, based on data analytics, and

customer insights/feedback.

The primary role is to work with a multitude of internal and external stakeholders to define and collect customer data, including NPS, identifying opportunities for improvement through provocative and data-driven insights and analytics. In addition, the incumbent will

work across the organization to help measure the success of new CX initiatives, as well as bringing a data-driven view on recommendations for prioritization of existing CX pipeline initiatives.

**Responsibilities**:

- Acts as the primary point of contact for all items related to CX metrics
- Owner of all customer journey maps, identifying touchpoints across each customer segment and impact each touchpoint has to overall customer satisfaction, NPS, brand trust and repeat purchase behavior
- Owner of all customer journey-related research, including but not limited to post-flight surveys, real-time customer feedback, focus groups, and targeted research on various touchpoints identified across the customer journey
- Responsible for monthly, quarterly and yearly CX reporting across the company
- Working with internal stakeholders, consolidate insights from various internal platforms which help drive a consolidated view on CX performance, including but not limited to insights gathered from customer complaints, social media channels and contact center calls
- Leading all analytics work required to help identify customer trends, patterns, and impact/correlation of CX drivers across each customer touchpoint
- Working closely with HR, ensure employee feedback is fully integrated into all CX metrics, including but not limited to feedback form Yammer, employee focus groups, and concept trials
- Recommend quarterly CX metric targets, including NPS, based on analytics and measure performance to such target as well as analytics required to identify and explain performance gaps. This includes but not limited to making recommendations on what/if any metrics we should be publishing to our employees.
- Support implementation of CX strategies with a customer-centric and data-driven view
- Own and manage relationship with all 3rd party suppliers in support of customer research, including Air Canada's research agency
- Lead proof-of-concept in support of a real-time customer feedback strategy, allowing customers to interact with Air Canada throughout their customer journey and allowing for a more seamless resolution of any issues
- Represent Air Canada on all working groups related to CX research and metrics with Star Alliance, joint venture and industry partners
- Owner of internal customer experience benchmarking database, identifying trends based on industry benchmarking across all customer touchpoints, identifying on-going opportunities for continuous improvement
- Identify gaps in current or planned ECX processes and recommend areas where the project would benefit from additional research & design work
- Communicate regularly and broadly across the organization, from the front line through to executive management, in order to mobilize engagement, enthusiasm, knowledge, and alignment of key initiatives
- Seek input, contribution, and alignment from key stakeholders from around the organization in the generation of new product ideas and proposals

**Qualifications**
- University degree or equivalent experience
- Knowledge of Air Canada operation, processes, and people is desirable, but not a must
- Strength and experience in CX strategy and similar projects
- Deep knowledge of both qualitative and quantitative research methods, specifically within the CX realm
- Expert in research methodologies and experienced in designing and executing on research activities that enhance end-to-end customer experiences
- Knowledge of UX research is desirable, but not a must
- Ability to build and manage relationships to drive results
- Open-minded and willing to work in unfamiliar territory to lead transformational change
- Ability to thrive in fast moving and highly complex environments
- Excellent interpersonal communication
- Strong and disciplined management skills
- Bilingualism an asset

**Conditions of Employment**:

Mandatory Covid-19 Vaccination Required

**Linguistic Requirement

  • Manager, Consumer Insights, Customer Experience

    1 day ago

    Toronto, Canada TD Bank Full time

    **TD Description** Stay current and competitive. Carve out a career for yourself. Grow with us. **Department Overview** The Manager, Consumer Insights role is part of the Customer Experience & Insights group (CX&I) within Marketing. This group is a central source of customer insights and analysis which supports both Corporate and Business lines across TD...

  • Manager, Customer Experience

    4 months ago

    Toronto, Canada Manulife Full time

    **_Are you looking for unlimited opportunities to develop and succeed? _**_With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations. _** **Individual Accountabilities**: - Design and implement research projects from inception to completion in-house or...

  • Customer Experience Insights Analyst

    7 months ago

    Toronto, Canada Air Canada Full time

    **Description** **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...

  • Customer Insights Manager

    3 days ago

    Toronto, Canada Moneris Solutions Full time

    Reporting to the Director, Marketing & Partner Strategy, the Customer Insights Manager will be the voice of our customers and lead market research initiatives to understand the changing demands of our customers and the marketplace. The key accountability of this role is to develop and deliver an insight-driven agenda focusing on crafting compelling stories...

  • Customer Insights Manager

    7 months ago

    Toronto, Canada Agropur Full time

    **Job Type**:Regular **Invest in you, JOIN AGROPUR. **_W _**_e dairy you! _** Great career opportunity as a Customer Insight Manager - Vendor advisor. Reporting to the Senior Market Insights manager, you will be responsible to drive profitable mutual growth through a customer centric category leadership approach leveraging a thorough understanding of the...

  • Customer Experience Insights and Market Research

    3 months ago

    Toronto, Canada EQ Bank | Equitable Bank Full time

    **Join a Challenger** Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing...

  • Customer Experience Insights and Market Research

    5 months ago

    Toronto, Canada EQ Bank | Equitable Bank Full time

    **Join a Challenger** Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing...

  • Customer Insight Manager

    6 months ago

    Toronto, Canada AspiringIT Full time

    **Job Brief** We are currently hiring a Consumer Insights Manager who will be responsible for gathering & sharing insights that can be used to inform and support decision-making. This role is also important to the wider business as a reliable consumer, and market insights are critical enablers for the growth of the product/service. **Main Responsibilities...

  • Customer Insights Manager

    2 months ago

    Toronto, Canada Nelson Education LTD Full time

    As the largest Canadian-owned and operated K-12 publisher, Nelson Education Ltd. is Canada's only heritage education content provider, known for its innovative products and solutions catering to learners across the country. Nelson is on a mission to make learning accessible, engaging, and effective for all. That's why Nelson continuously strives to create...

  • Head of Customer Insights and Experience

    3 weeks ago

    Old Toronto, Canada Themis Solutions Full time

    Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.Company Overview:We are currently seeking an experienced Head of Customer Insights and Experience to join our Product Design team. As a key member of our...

  • Member Experience

    1 month ago

    Toronto, Canada Alterna Savings Full time

    **Scope of Position** As champion of the member experience at Alterna, the Member Experience & Insights Manager has ownership and accountability for all consumer and member experience research and measurement. The Member Experience & Insights Manager guides the direction of the member experience by deeply understanding our target consumer, and industry best...

  • Manager, Customer Insights

    1 month ago

    Toronto, Canada BMO Financial Group Full time

    33 Dundas Street West Toronto Ontario,M5G 3C2 The **Manager, Customer Insights and Reporting **is responsible for the development, production, and ownership of customer metrics and reporting across Personal banking. The individual will have an end-to-end project accountability. Beginning with understanding the business KPIs, they will leverage expertise in...

  • Manager, Customer Insights

    7 months ago

    Toronto, Canada BMO Financial Group Full time

    33 Dundas Street West Toronto Ontario,M5G 3C2 The **Manager, Customer Insights and Reporting **is responsible for the development, production, and ownership of customer metrics and reporting across Personal banking. The individual will have an end-to-end project accountability. Beginning with understanding the business KPIs, they will leverage expertise in...

  • Customer Insights Analyst

    5 days ago

    Toronto, Canada Autodesk Full time

    Job Requisition ID # - 23WD68985 - Position Overview - Autodesk is seeking a Voice of the Customer Insights Analyst in our quest to uncover actionable insights that enable us to deliver a best-in-class customer experience. Working within the Customer Insights and Success Experience Team, you will be responsible for analyzing multiple sources of customer...

  • Full Stack Developer Position at Acuity Insights

    1 month ago

    Toronto, Ontario, Canada Acuity Insights Full time

    About the OpportunityWe are seeking a highly skilled Full Stack Developer to join our team at Acuity Insights. This role involves working on multiple web applications that make up our Casper test system, migrating our Meteor and MongoDB stack to a modern stack based on React, Lambda, and DynamoDB.The ideal candidate will have experience with backend...

  • Gestionnaire Principal, Ingénierie Des Services de

    13 hours ago

    Toronto, Canada CUSTOMER EXPERIENCE Full time

    Code de demande: 405895 Chez Bell, on ne se contente pas de construire des réseaux de calibre mondial, d’élaborer des services novateurs et de créer du contenu pour des médias multiplateformes : on transforme la façon dont les Canadiens communiquent entre eux et avec le reste du monde. Si vous êtes prêt à donner corps à des idées innovatrices...

  • Customer Insights Manager, Product Led Growth

    2 months ago

    Toronto, Canada Okta Full time

    **Get to know Okta** Okta is The World's Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security...

  • Customer Insights Manager, Product Led Growth

    2 months ago

    Toronto, Canada Okta Full time

    **Get to know Okta** Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security...

  • Insights Manager

    3 weeks ago

    Toronto, Canada Dynata Full time

    This Manager of Panel insights provides key reporting and insights that inform the Panel team with regards to Acquisition, Retention/Engagement, Member Services, Data Quality, and Supply Planning & Performance. This role supports the Panel EVP, his direct reports and the broader Panel team as a whole. Responsibilities: - Council to business stakeholders and...

  • Manager, Shopper Insights

    3 weeks ago

    Toronto, Canada Mondelēz International Full time

    ** Are You Ready to Make It Happen at Mondelēz International?** **Join our Mission to Lead the Future of Snacking. Make It With Pride.** You will support our growth and the delivery of excellent business results. You will be responsible for converting in-depth shopping and retail environment insights into category, retail and customer strategies and...