Customer Insights Manager

Range:
78,400.00 - 117,600.00 CAD

Job Description:

- Customer Insights Manager
- GAME ON - OLG needs you

We’ve said GAME ON, and we mean it - OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based gaming channels. Over the course of fiscal 2022-23, OLG delivered a record $2.5 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction, to become a world class gaming entertainment leader with a globally admired digital platform.

We are ready to take this game to the next level and need a passionate Customer Insights Manager to deliver expert customer and market research to enhance the enterprise customer experience and support the Lottery, Enterprise Marketing and Customer Experience division's diverse business lines. This role requires proficiency in current research methodologies, leading the design, execution, and analysis of studies, and presenting findings. The manager is responsible for generating actionable insights to inform evidence-based decisions across the lottery businesses and the enterprise customer experience function. They will champion a customer-centric approach, advocating for the customer's voice at every level.
- YOUR ROLE IN THE GAME

Reporting to the Sr Manager Customer Research & Insights, you will be empowered to:
Collaborate with lottery business lines and CX leaders to understand customer needs, align on research objectives, and assist in developing annual research plans and budgets.- Manage qualitative and quantitative market research projects and ongoing studies according to the research plan and ad-hoc business needs, delivering actionable insights to business units.- Conduct qualitative and quantitative research studies internally using market research tools like UserTesting or Qualtrics.- Manage research tracking studies that provide KPIs for the company.- Experience connecting research studies to in-market performance indicators, for instance KPIs to sales.- Oversee market research projects from start to finish, coordinating with relevant teams and research partners, ensuring stakeholders provide sufficient information for a comprehensive research brief.- Scope research projects, identify associated costs, and source leading suppliers/vendors best suited to deliver required outputs and insights.- Define and select research methodologies, design questionnaires, and manage external vendors in developing customer and market studies.- Interpret study results, compare findings to previous data, and integrate with other customer/market data to develop practical and meaningful insights.- Present reports to stakeholders and senior executives, emphasizing storytelling and focusing on key business objectives.- Collaborate with lottery business lines, innovation, sales, and CX teams to incorporate research findings and generate new ideas for product development, brand strategies, marketing plans, product positioning, and sales narratives.- Liaise with colleagues in the OLG Digital Division to align, leverage, and share best practices.- Develop market research best practices, policies, and procedures, and build business cases for introducing industry-leading research technologies/tools within OLG to enhance research efficiency and reliability.

WHAT YOU NEED TO PLAY
- Work Experience:_ 7+ years of relevant experience including 5+ years of hands-on experience in primary and secondary research, with expertise in diverse research methodologies, techniques, and tools; 2+ years of experience managing comprehensive market research studies; 2 +years of direct experience in creating questionnaires and qualitative discussion guides; 2+ years of experience working with market research tools such as Qualtrics, Medallia, SurveyMonkey, UserTesting, or others
- Education: _Degree in commerce, economics, psychology, statistics, or equivalent; a Masters in any of these fields is preferred.
- _Critical Skills:_ Quantitative and qualitative research skills; advanced analytical skills; exceptional communication, presentation, and storytelling abilities; proficiency in MS Office and research tools (e.g., UserTesting, Qualtrics); vendor management expertise; critical thinking and problem-solving; customer-centric mindset; collaboration and teamwork; expertise in tracking research; ability to link survey data with in-market performance; statistical analysis experience with the ability to interpret and run analysis using statistical software; experience in creating data visualization dashboards; strategic insight capabilities; strong relationship management; budgeting and financial acumen; effective project management; sample/panel management experience
- Collaboration & Fun_: inclusive and collaborative work style while creating fun and excitement in our work
- _Integrity and Trust_: do what's right and operate with transparency an