Lead Consultant, Customer Experience Analytics

4 weeks ago

Calgary, Alberta, Canada Sportchek Full time
Senior Consultant, Customer Experience Insights

We are looking for an innovative, data-driven, and analytical Senior Consultant to assist the Customer Experience Insights Manager in utilizing voice-of-customer data gathered through various survey initiatives to deliver impactful customer insights that promote business growth and enhance overall customer satisfaction across the organization.

Key Responsibilities:

  • Statistical Analysis: Perform comprehensive analysis of survey data collected from multiple survey initiatives, employing suitable statistical methods and tools to identify and validate trends, patterns, and correlations.
  • Reporting and Visualization: Contribute to ongoing voice-of-customer reporting by presenting insights derived from statistical analyses in a clear and actionable format, utilizing effective visuals to enhance audience comprehension.
  • Stakeholder Collaboration: Collaborate effectively with internal teams, including Retail, Online, and Fulfillment Operations, managing relationships and expectations with various stakeholder groups.
  • Survey Platform Management: Serve as a Super User for the primary voice-of-customer survey platform, overseeing its management and administration, as well as individual survey programs, including onboarding and training self-serve users throughout the organization.
  • Forecasting and Target Setting: Apply forecasting techniques to anticipate future customer behaviors and trends, working alongside stakeholders to establish targets based on forecasts for key performance indicators such as Net Promoter Score (NPS) and various customer satisfaction metrics.
  • Data Integration: Query databases and work with cross-functional teams to merge customer data from diverse sources, including customer demographics and transaction data, with sentiment data collected through survey initiatives.
  • Data Governance: Oversee and maintain the survey collection platform, ensuring the integrity of customer sentiment data through quality checks and addressing any issues, anomalies, or discrepancies.
  • Continuous Improvement: Stay informed about industry best practices in customer experience, survey methodologies, statistical techniques, and analytical approaches, while identifying opportunities for process optimization and automation to enhance efficiency in survey initiatives and stakeholder engagement.

Qualifications:

  • Minimum of 3 years of relevant experience in Analytics, Customer Experience, and/or Loyalty with a proven track record of delivering actionable insights.
  • Bachelor's degree in business, computer science, mathematics, statistics, or a related discipline.
  • Strong analytical capabilities with proficiency in statistical analysis techniques.
  • Excellent problem-solving abilities with attention to detail and adaptability in approach.
  • Demonstrated communication skills with a history of effective collaboration across teams.
  • Solid understanding of relational databases (SQL & ETL principles).
  • Proficiency in programming languages for data manipulation and analysis (R or Python).
  • Familiarity with survey methodologies and experience in managing survey programs.
  • Experience with survey collection and voice-of-customer platforms is advantageous.
  • Ability to prioritize tasks and manage multiple projects concurrently.
  • Proactive approach to continuous learning and professional development.

Work Environment:

We embrace flexibility in our work model, allowing employees to balance in-office and virtual work to achieve optimal outcomes. Each leader determines the best approach for in-person collaboration based on their team's unique needs.

About Sportchek:

Sportchek is a leading retailer in the sporting goods industry, dedicated to providing customers with top-quality products and exceptional service. We are committed to innovation and investing in new technologies and talent to drive our business forward.

We offer competitive compensation, employee discounts, and comprehensive benefits, including mental health support and professional development opportunities. Our culture promotes diversity, inclusion, and equity, ensuring that every individual is treated with respect and dignity.

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