Manager, UX Research

The AIR MILES Reward Program has earned the trust and support of more than two-thirds of Canadian households. For over two decades, we have helped our Partners use Canada’s most widely accepted loyalty currency, AIR MILES® Reward Miles, to influence customer behavior, drive profitability, and build long-term relationships.

Benefits and Perks at AIR MILES:

- COVID-19 Work-from-Home safety response
- Annual Wellness Subsidy
- Loyalty Days and Anniversary Miles- Recognized as Canada’s Top Employer
- Extensive Learning and Development Tools and Programs
- Flexible Work Arrangements
- Tuition Reimbursement
- Summer Hours Program
- AIR MILES Gold® Collector
- Group RRSPs & Company match
- Wellness Resources including Cognitive Behavioural Therapy
- Volunteer Paid Time Off Program

There’s a reason we’re recognized as one of the best places to work year after year: We give you more than a place to work, we give you a place to grow your career. That’s what sets us apart.

What Will You Work On?

Market Research is part of the Voice of Collector (VoC) team at AIR MILES. The VoC team is made up of individuals from various backgrounds including Market Research, UX design, UX research, and customer journey mapping. The VoC team is a group of associates that are passionate about customer experiences, are invested in understanding human behaviour, and are dedicated to delivering a best-in-class reward program to Collectors and our business Partners.

In your role, you will be responsible for
- Enabling the team to constantly evolve to provide the organization with a deeper understanding of consumers and Collectors. You will achieve this by proactively keeping abreast of industry trends, identifying opportunities for improving the way we work, and driving change.
- Independently manages the Financial Institution Market Research portfolio and overflow research projects from start to finish by working collaboratively with stakeholders across the organization to integrate research insights with other data sources such as user experience research, transactional data, and social monitoring data, to provide a holistic view of the customer and their experiences.

AIR MILES is committed to data-driven decision making, and your work will be used to inform strategic decisions involving the program and customer experiences.

How Will You Create Impact?
- You drive change on the team by identifying opportunities to improve the way we work and delivery stronger insights
- You will enable the team of programmers to provide high quality surveys and data by ensuring they have the tools and support they need
- You will work with teammates to grow the newly-formed VoC team with a focus on amplifying the customers voice within the organization.
- You will be the voice of the customer, directly informing and supporting data driven strategic decision making, while ensuring the customer and their experiences are at the forefront of those decisions.

Let’s Talk About You:

- Passionate about the customer experience and the company you work for.
- Passionate about working efficiently and a natural curiosity about new market research technologies and techniques.
- Proactive, with the ability to set your own timelines and delivery on those timelines.
- Minimum 5 years of related work experience in quantitative/survey based market research.
- Post-secondary Certificate/Degree in Market Research, Economics, Psychology, Social Sciences, Consumer Behaviour, or related field.
- Experience executing survey-based research projects with mínimal involvement from your manager (including proposal design, sample plans, questionnaire design, checking and weighting data, deriving relevant and actionable insights (reporting data), presenting insights), and experience executing Market Research advanced analytics
- A desire to work smarter not harder, and open to new ways of working.
- Experience with Qualtrics, Tableau or related dashboard reporting tool, and/or SPSS.
- Experience working in the FI space an asset.
- Experience working in an agile environment an asset.
- French an asset.
- AIR MILES is for everyone. We are committed to embedding inclusion in the way we work and the services we offer. We believe that inclusion is not only a strength but a competitive advantage for AIR MILES and we focus on building a culture of inclusion that enables us to perform, innovate and be ourselves.
- Meet our Employee Resource Groups (ERGs)
- AIR MILES is home to many Employee Resource Groups that represent different identities and interests of our Associates. Learn more about them below.
- Pride at AIR MILES (PAL): PAL (Pride at LoyaltyOne) is focused on promoting diversity through a safe and inclusive working environment for all Associates, regardless of sexual orientation, gender identity, or gender expression.
- Women’s Leadership Initiative (WLI): The Women’s Leadership Initiative, is a grassroots initiative at AIR MILES. Our mission is to champi