Specialist, Research and Insights

**Overview**:
BCLC’s two offices are located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam Indian Band), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples in Vancouver and the Tk’emlúps te Secwépemc territory, situated within the Secwépemc Nation in Kamloops. We honour and respect the people, the territory, and the land we are part of.

Joining the Social Purpose & External Relations division at BCLC means you’ll be working with a dedicated group of talented professionals in Communications, Social Purpose and Community & Stakeholder Engagement, ESG, Public Affairs, Player Health, Customer Support Operations, Business Intelligence, Marketing, CRM and Loyalty. As a Crown Corporation that earns more than a billion dollars in annual profit, BCLC’s commitment to giving funds back to the province is an integral part of our business, but still only one piece of a bigger picture. BCLC is committed to creating a welcoming workplace where everyone feels safe, included, and valued. For us, that means building a team that reflects the diversity of the communities we serve. We all are winners when differences are respected, valued and celebrated.

At BCLC, we exist to generate win-wins for the greater good. We believe everything we do must benefit the well-being of all involved. Through our Social Purpose, we aspire to make sure, in all of our endeavours, transactions and relationships - in the most important sense of life, livelihood, meaning, and well-being - nobody loses, and every person we touch comes out ahead.

Social Purpose is the driving force of our business, our opportunity to create a better world through innovation, engagement, and connection. BCLC aims to provide something unique that not only fills a need, but provides value to the province. Join the team responsible for telling our story, building stakeholder relationships, connecting with communities, and achieving our strategic vision for player-centered sustainable growth.

**Job Summary**:
The Specialist, Research and Insights initiates, designs and coordinates market and customer experience research initiatives, including analyzing quantitative and qualitative data from customer feedback tools and other sources, and developing actionable insights and recommendations for stakeholders.

**Key Accountabilities**:

- As part of the Specialist, Research and Insights team for their designated client focused area, initiates, designs and coordinates market and customer experience research initiatives, and coordinates and executes day to day requirements.
- Analyzes quantitative and qualitative data from customer feedback tools across all touch points and product categories. Transforms customer feedback data into insightful and relevant information to support internal business processes and strategies. Develops clear communication methods and reports to share customer insights across the organization.
- Coordinates data and information from disparate sources including surveys, data analytics and secondary data sources to create a unified view for business areas to focus on. Seeks and applies leading industry practices regarding new research and insight techniques and approaches.
- Participates in projects that contribute to corporate or departmental priorities, and ensures that the complete process of primary and secondary research studies (qualitative and quantitative) is undertaken, including liaison with external suppliers.
- Develops strong working relationships with internal teams. Liaises with key department and business units to identify core research needs, and determines customer insight objectives from internal teams. Provides analytics teams of the business units with comprehensive data driven actionable insights and recommendations that support strategic initiatives and help shape business plans and forecast operational needs.
- Proactively seeks opportunities for self-development and participates in knowledge transfer to other team members.

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**Minimum Required Qualifications**:
**Education and Experience**
- Post-secondary degree or diploma in a relevant discipline including business economics, statistics and/or research;
- Certified Market Research Professional (CMRP) and/or course work completed from the Market Research Intelligence Association (MRIA);
- 3 to 5 years progressively responsible experience in market or customer research;
- Experience in using or managing online panels;
- Experience in managing large-scale and ongoing brand, loyalty or market studies;
- Experience in analyzing data, using statistical tools (e.g. SPSS) is an asset;
- An equivalent combination of education and/or experience may be considered.

**Technical Requirements**
- Excellent interpersonal and relationship building skills;
- Strong quantitative and qualitative analytic skills;
- Strong time management, multi-tasking and project management skills;
- Able to work with a high degree of