Team Lead Consumer Experience and Insights

4 days ago

Montréal, Canada Intelcom Full time

Ride the next mile with us
- What you'll do:

- Collaborate with internal business units such as Product development, IT, Customer Service Center, Human Capital and Operations to identify how user data can best be leveraged to improve the consumer experience.
- Establish and own the holistic consumer experience vision.
- Map consumer journeys and guide their iterative improvements with relevant business units.
- Translate the gap between current state and target state into projects and features.
- Collaborate closely with dedicated IT project managers and Product owners to prioritize and guide CX related feature development.
- Collaborate with other marketing and communication team members to share target journeys and get input on Branding, Content, Copy, etc.
- Track the impact of CX features on the consumer experience using the NPS, CSAT Engagement metrics.
- Lead the CX steering committee with Directors and Executive Sponsors to centralize project communications, prioritize features and track progress.
- Participate in the quarterly Marketing & Communications planning sessions
- Hire and manage a Marketing Analyst to:

- Manage data collection methods for CSAT, NPS and other Ad-hoc surveys.
- Analyse user data using appropriate tools (Keatext, Power Bi, Excel, etc.)
- Collaborate with the BI team to create and improve CX related dashboards
- Perform various types of market research
- Prepare presentation documents
- Present results, takeaways and preliminary recommendations to business units.

What you'll bring:

- 5+ year of experience in marketing, creative production and user research.
- English and French communication skills (verbal and written)
- Experience in working in a SAFe Agile team.
- Experience with web-based data collection and deep analysis tools such as Survey Monkey and Keatext.
- Experience with the office suite, especially with Excel and PPT.
- Experience with basic SQL and data visualization tools like Power BI and Data studio (a plus).
- Self-motivation, organization, and proactiveness.
- Attention to detail and positive approach to taking on new challenges
- Curiosity that motivates you to keep up to date with the industry’s latest developments, trends and competitors

Intelcom is a leading last-mile carrier in the e-commerce sector. Our teams across Canada as well as our network of independent contractors contribute to Intelcom’s daily operations.

Our goal is simple: in a constantly evolving business sector, we don't just follow, we get ahead. In addition to standing out through innovative services and delivery methods, Intelcom is also undergoing a technological transformation where the integration of customer experience and logistics technologies are at the heart of its evolution.

At Intelcom, we know experience comes in many forms and are committed to building a culture where difference is valued. We are always looking for talented and diverse individuals to join our teams. With over 60 delivery centers across Canada, we may have the right opportunity for you.

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