Customer Experience Insights Manager

5 months ago

Toronto, Canada Canadian Tire Corporation Full time

**What you'll do**

We are seeking a highly skilled and motivated Customer Insights Integration Manager who will play a role in leveraging customer data, managing survey programs, and collaborating with stakeholders to provide valuable customer insights that drive business growth and enhance the overall customer experience.

In this role, you will:

- Survey Program Management: Design, implement & manage customer survey programs to gather feedback and insights from customers at various touchpoints in their journey. Develop survey methodologies that capture relevant information to drive actionable insights.
- Statistical Analysis: Conduct in-depth analysis of survey responses using statistical techniques and tools to uncover trends, patterns, and correlations.
- Forecasting and Target Setting: Utilize forecasting techniques to predict future customer behaviour and trends. Work with stakeholders to set targets based on these forecasts for KPIs such as NPS and Customer Satisfaction.
- Data Integrations: Collaborate with cross-functional teams to integrate customer data from various sources including Customer Attributes & Demographics, Transactional and Sentiment.
- Data Stewardship: Govern and maintain customer sentiment data, perform quality checks, identify, and resolve any anomalies or discrepancies.
- Stakeholder Management: Effectively collaborate with internal teams, including Store and Ecomm Operations for all Banners, Network Performance, Contact Centers, and IT.
- Reporting and Visualization: Support ongoing quarterly Voice of Customer Reporting with customer insights derived from surveys in a clear and actionable manner and refine in-platform reporting to enhance self-serve capability.
- Continuous Improvement: Stay up to date with industry best practices in customer experience, survey methodology, statistical techniques, analytic methodologies. Identify opportunities for process optimization and automation to improve efficiency in survey programs and stakeholder engagement.

**What you bring**
- Bachelor’s degree in business, computer science, math, statistics, or a related field.
- Highly experienced data analyst with a track record of actionable insights.
- Strong understanding of relational databases (SQL & ETL principles).
- Proficiency in programming languages for data manipulation and analysis (R or Python).
- Experience with VOC platforms (Medallia) is a plus.
- Knowledge of survey methodologies and experience managing survey programs.
- Strong analytical skills with expertise in statistical analysis techniques.
- Excellent problem-solving skills with a keen eye for detail.
- Strong communication skills to effectively collaborate with cross-functional teams.
- Ability to prioritize tasks and manage multiple projects simultaneously.
- Proactive Mindset towards continuous learning and professional development.

We value flexibility. We have adopted a hybrid work model whereby employees use a combination of working in office and virtually in service of outcomes. Each leader is empowered to decide what work is best achieved in person based on the unique needs of their team.

LI-GS1

**About Us**

Canadian Tire Corporation, Limited (“CTC”) is one of Canada’s most admired and trusted companies. With more than 90 Owned Brands, 1,700 retail locations, financial services, exemplary e-commerce capabilities, and exciting market-leading merchandising strategies. We dream big and work as one to innovate with purpose for our customers at every level of our business, investing in new technologies and products, and doubling down on top talent to drive the company forward. We offer competitive salaries and wages to CTC employees, as well as store discounts, supported learning through our Triangle Learning Academy, Canadian Tire Profit Sharing, and retirement and savings programs for eligible employees. As part of our enhanced flex benefits program, we offer mental health benefits in the amount of $5,000 per year for benefits-eligible employees and their families, including total well-being, and mental health tools and resources for all employees. Join us in helping to make life in Canada better through living and working our Core Values: we are innovators and entrepreneurs at our core, outcomes drive us, inclusion is a must, we are stronger together and we take personal responsibility. It is an especially exciting time to join CTC and its family of companies where career opportunities are wide-ranging Join us, where there's a place for you here.

**Our Commitment to Diversity, Inclusion and Belonging**

We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in

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