Customer Experience Research Analyst

This is a fully remote position, open to applicants in Canada.

📋 Description

• Examine customer feedback and experience data to pinpoint trends, challenges, and areas for improvement.

• Execute qualitative and quantitative research to comprehend customer needs and assess experience outcomes.

• Convert research findings, CX metrics, and operational data into practical insights and recommendations.

• Track CX metrics across various channels to identify trends and measure results.

• Contribute to the development of CX metrics, scorecards, and reporting frameworks.

• Create and sustain CX programs, metrics, dashboards, and reports, ensuring data accuracy and consistent methodologies.

• Conduct ad-hoc research, analysis, and reporting to tackle business inquiries and emerging CX challenges.

• Oversee data preparation, validation, integration, and quality assurance across multiple data sources.

• Coordinate vendor-supported research projects, including administration, deliverable reviews, and stakeholder communication.

• Analyze customer journeys and personas to uncover needs, issues, and areas for enhancement.

• Provide insights on industry trends and best practices.

• Carry out related duties that support CX initiatives.

⛳️ Requirements

• Completion of post-secondary education (university degree or college diploma) in a relevant field such as Statistics, Business, Communications, Mathematics, Market Research, or Customer Experience.

• A minimum of 3 years of experience in research, analytics, customer experience, or a similar analytical/advisory role.

• Proficiency in qualitative and quantitative research methods, problem-solving, and focus groups.

• Experience in analyzing data from various sources to generate reports, dashboards, presentations, and actionable insights.

• Strong analytical, problem-solving, critical-thinking, and advisory capabilities.

• Advanced understanding of customer experience concepts, metrics, and best practices.

• Expertise in developing and maintaining dashboards using BI and data visualization tools such as Power BI or Tableau.

• Comprehensive knowledge of digital analytics tools, including Google Analytics.

• Exceptional organizational skills with the ability to manage multiple research projects, priorities, and deadlines.

• Excellent verbal communication, presentation, and interpersonal skills.

• Outstanding report writing abilities, including recommendations, briefing materials, business cases, and executive-ready summaries.

• Strong attention to detail and effective time management skills.

• Ability to collaborate effectively across varying priorities.

• Advanced proficiency in Microsoft Office applications and capability to establish standardized reporting routines.

• Familiarity and experience with CRM systems and various platforms (preferred).

🏝️ Benefits

• Flexible work locations, including remote options.

• Flexible working hours.

• Comprehensive employee wellness support.

• Leadership support.

• An inclusive and accessible work environment.

• Accommodation provided during the application process.

• Background verification included as part of the hiring process.