Customer Insights Manager

3 weeks ago

Vancouver, Canada Great Canadian Railtour Company Ltd Full time

**Purpose**

The Customer Insights Manager reports to the Director, Brand Marketing and Customer Insights.

The Customer Insights Manager is responsible for the strategic development, implementation, and management of projects in support of optimizing the end-to-end guest journey at Rocky Mountaineer. They will manage and support the CX Council, a cross-functional group that promotes the enterprise view of the guest experience and delivers continual improvement to the end-to-end guest experience. The manager will work closely with the Rocky Mountaineer Data & Insights team and external partners to implement research programs and provide strategic reporting across the business.

With support from the Director, Brand Marketing and Customer Insights and SVP, Global Marketing, Strategy and Customer Insights, this role will be integral to defining and delivering the guest experience strategy for the organization.

**Key Areas of Accountability**

**Program & Strategy Development and Implementation**:

- Support the development of Rocky Mountaineer’s Customer Experience strategy and vision
- Develop and implement a roadmap/framework in support of this strategy and the overall business strategic plan
- Support the development and evolution of Customer Experience for both B2C and B2B at Rocky Mountaineer
- Develop key opportunities for all parts of the business to be connected to the end guest (B2C and B2B)
- Design and deliver B2C and B2B customer journey maps and any subsequent journey maps identified in the Customer Experience strategy, including the engagement of external vendors (as required) to support this goal
- Continuously surface insights and opportunities to improve the overall Rocky Mountaineer Customer Experience

**Customer Experience Leadership, Facilitation & Education**
- Communicate and champion the approved strategic direction with team members from across the organization
- Support the management of Rocky Mountaineer’s CX Council (a cross-functional group that promotes an enterprise view of the guest experience and delivers continual improvement to the end-to-end guest experience at Rocky Mountaineer) including ongoing development and management of opportunities to improve the guest journey
- Manage and drive specific cross-functional Customer Experience initiatives as necessary
- Identify resources for continuous learning in the field of Customer Experience to ensure that the approaches being taken by the organization are best in class
- Act as an enterprise SME on projects to ensure the voice of the guest is represented
- Advocate for and maximize the use of personas within the RM business as identified through Customer Experience projects
- Provide continuous updates of the work and surface the voice of the guest across the business to ensure there is a clear understanding of the importance of the end-to-end customer journey and how to integrate insights into the day-to-day roles

**Research, Measurement & Reporting**
- Develop strategy for a comprehensive CX measurement platform to surface the voice of the guest throughout the entire customer journey, lead the process to select technology vendor/platform, integrate into RMs technology ecosystem, and collaborate with stakeholders to put measurement processes in place to maximise value from this solution (driving adoption, defining the appropriate KPIs for effective measurement of the Customer Experience, along with ongoing tracking, insight generation & action planning)
- Manage and optimize the CX measurement platform on an ongoing basis
- Work with the research team and/or external partners to develop and optimize key quantitative and qualitative research programs to understand and measure different aspects of the customer journey (i.e., guest satisfaction surveys, ad testing, consumer profiles). This may include:

- Managing the relationship with outside suppliers and internal team assisting with research
- Reviewing data analysis and providing regular updates, dashboards, reports, and presentations to key stakeholders
- Assessing and reviewing qualitative feedback from guests about experiences
- Designing and implementing supporting research to deep dive into data or other research requests, both on and off the train

**Qualifications**

**Education / Certifications / Knowledge**
- Bachelor’s degree in Business, Marketing, Economics or related field

**Experience**
- 7+ years’ experience in Customer Experience, or other roles with a heavy focus on Customer Experience strategy & insights
- 7+ years management and market research experience, including a range of qualitative and quantitative research processes, using both primary and secondary research functions
- Experience managing large scale projects involving multiple stakeholders and external vendors
- Experience leading cross-functional teams and working with stakeholders in all levels of an organization
- Experience in travel and tourism, considered an asset

**Skills & Attr

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