Manager, Customer Experience Insights

**Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.**

The Customer Experience Insights Practice is the voice of Air Canada’s customers. We are deeply curious, seeking new ways to listen and understand our customers’ sentiment, needs, and preferences both today and in the future. Our expertise and data-driven insights and recommendations help ensure we’re fixing and building the experiences that matter most to our customers.

The Manager Customer Experience Insights should be curious, collaborative, and courageous data-driven individual with a bias to action. They listen with the intent to fully understand the problem at hand, think critically when it comes to their advice and recommendations, and can communicate in a way that compels people to act.

The Manager, Customer Experience Insights plays an integral role in Air Canada’s Customer Experience programs - building and leading work to listen, learn, and take action on our customers’ feedback. A primary accountability is leading the end-to-end customer journey experience data and reporting, including for travel on Air Canada Mainline, Rouge, Air Canada Express and across joint venture partners. This position represents the voice of the customer across the company, enabling data-driven decision making through customer feedback, data analytics, and insights. The Manager will work with a multitude of internal and external stakeholders to define and collect customer data, including NPS, identifying opportunities for improvement through provocative and data-driven insights and analytics. In addition, the incumbent will work across the organization to help measure the success of new CX initiatives, target setting, as well as bringing a data-driven view on recommendations for prioritization of existing CX pipeline initiatives.

The role is currently reporting into the Senior Director, Ground Customer Experience Design but will report into the Senior Manager, Customer Experience Insights Practice.

**Responsibilities**:
**Hindsight**
- Working with internal stakeholders, consolidate insights from various internal platforms which help drive a consolidated view on CX performance, including but not limited to insights gathered from customer complaints, social media channels and contact center calls.
- Leading all analytics work required to help identify customer trends, patterns, and impact/correlation of CX drivers across each customer touchpoint.
- Deliver CX related research and insights in support of Customer Experience, across all different workstreams, working closely with stakeholders across various branches.
- Collaboratively work with both customer and operational analytics teams to tell the story with metrics
- Responsible for monthly, quarterly and yearly CX reporting across the company.

**Insight**
- Develop customer journey maps, identifying touchpoints across each customer segment and impact each touchpoint has to overall customer satisfaction, NPS, brand trust and repeat purchase behavior.
- Lead customer journey-related research, including but not limited to post-flight surveys, real-time customer feedback, focus groups, and targeted research on various touchpoints identified across the customer journey.
- Owner of internal customer experience benchmarking database, identifying trends based on industry benchmarking across all customer touchpoints, identifying on-going opportunities for continuous improvement.
- Identify gaps in current or planned ECX (Elevating Customer Experiences) processes and recommend areas where the project would benefit from additional research & design work.
- Where necessary, run research from start to finish, including but not limited to understanding research objectives, questionnaire writing, programming questions, survey deployment, data analyzing, reporting, presentation.
- Proactively identify trends and opportunities for improvement within various data sources including first party data and survey data.
- Build data models and run analytics as required to identify or quantify areas of opportunity.
- Run impact analysis of suggested changes or improvements to the customer experience.

**Foresight & Strategic Initiatives**
- Lead proof-of-concept for a real-time customer feedback strategy, allowing customers to interact with Air Canada throughout their customer journey and allowing for a more seamless resolution of any issues.
- Drive the portfolio forward with continued expansion of captured data sources and CX touchpoints and make data-driven recommendations to improve the impact and experience of Air Canada surveys.
- Recommend quarterly and yearly CX metric targets, including NPS, based on analytics and measure performance to such target as well as analytics required to identify and explain performance gaps.
- Support implementation