Customer Insights Manager

3 weeks 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 dynamic curriculum-aligned content that caters to diverse learning styles, fostering critical thinking, creativity, and life-long learning.

In response to the evolving education landscape, Nelson developed Edwin, a digital learning ecosystem. Edwin is a learning platform for classroom success, providing curriculum-linked content, engaging tools and unparalleled support to reach every student.

Nelson is redefining education and making a positive impact on the way knowledge is acquired and shared by creating the possible, one learner at a time.

**About the Role**:
In this role as Customer Insights Manager, you will infuse the voice of the customer into all aspects of Nelson’s products and services.

A critical part of this role will be to connect directly with those impacted by Nelson resources, from students themselves, to classroom teachers, administrators, and senior education leaders. Your tools will be a mix of qualitative and quantitative, from conversations, interviews, focus groups, and surveys, to web and platform analytics and market data.

To thrive in this role, you will likely be a deeply curious person, who enjoys conversing with diverse groups of people, and also relishes the work of distilling complex data into intelligible, actionable insights.

**Key Accountabilities**:

- Collect and interpret data from various sources, including (but not limited to) surveys, interviews, focus groups, platform analytics, social listening, and third party market research
- Analyze qualitative and quantitative data looking for patterns, trends, and insights that will help Nelson better understand our audience, prospects, and customers
- Compile findings into reports and presentations that are easy for others in the organization to understand—including stakeholders in Marketing, Product, Sales, and Classroom Success
- Provide actionable insights into what we’re doing well, problem areas, gaps, and opportunities—then, prioritize, make recommendations for improvements or areas of focus, and track the progress of those initiatives with key stakeholders
- Contribute to strategic planning (across teams and departments) by providing insights into audience/prospect/customer behaviors and preferences
- Identify relationships in customer insight data sets and establish causal relationships between customer feedback, experience, and business performance
- Independently tag and synthesize large volumes of qualitative customer data, develop and deliver regular reports that surface trends tuned to the appropriate audiences, as well as provide ad-hoc analysis upon request
- Manage and improve the infrastructure of our existing data collection mechanisms, investigate and correct outages with the help of relevant stakeholders

**Requirements**:

- Extensive experience (3+ years) in a role that includes market research, business strategy, competitive analysis, community building, or a voice of the customer (VoC) program. If your work uses other terms to describe similar work, that’s ok too.
- Experience with quantitative and qualitative research methods and analysis, for example, developing discussion guides, interview and survey questions, and employing analytics tools to understand user behaviour (e.g., Google Analytics, Pendo, Domo)
- Experience in or familiarity with K-12 education sector or another B2G / B2I sector is an asset (e.g., social services, health care)
- Strong ability to draw relevant insights into concrete recommendations specific enough to guide product development, service delivery, and marketing messaging.
- Thorough understanding of evaluating ROI in new product development based on user uptake, engagement reporting, or retention.
- Ability to work cross functionally with diverse teams, cultures, and identities to achieve common goals.

**Benefits**
- Hybrid working model
- Flexible working time
- Competitive compensation
- Great company culture Great benefits and perks, including summer Fridays, partner discounts and more

Nelson is an equal opportunity employer and is committed to Inclusion, Equity and Diversity. As part of this commitment, we do not discriminate on the basis of age, race, sex, gender, gender identity, colour, religion, national origin, sexual orientation, marital status, citizenship, veteran status, or disability status.

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