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Senior CX and Market Insights Manager
Posted 2 weeks ago
About the role
- Senior quantitative CX insights manager leading research, analytics, and measurement frameworks. Helping EDC, Canada’s export credit agency, support businesses expanding globally.
Responsibilities
- Shape and prioritize the quantitative research agenda with CX, Economics, Strategy, Portfolio, and other business teams
- Lead the evolution of customer and market measurement frameworks, including Brand Health, the Trade Confidence Index, and NPS
- Build market sizing, segmentation, and opportunity analyses informing strategy, economics, portfolio governance, and investment decisions
- Lead end-to-end quantitative customer and market research initiatives across multiple channels
- Program, test, and deploy surveys using Qualtrics
- Develop analytical plans and apply advanced statistical techniques
- Analyze quantitative survey data using SPSS and complementary tools
- Optimize survey design, sampling, metrics, analytical methods, and research/operational data integration
- Provide methodological direction and quality oversight to external research suppliers
- Integrate primary research with secondary research, operational data, and external market intelligence
- Translate statistical findings into decision-ready narratives and evidence-based recommendations
- Analyze customer experiences across customer-journey stages
- Develop and maintain Qualtrics dashboards and reporting outputs
- Communicate insights to stakeholders and senior leadership through reports, presentations, and storytelling
- Apply Generative AI and advanced analytical approaches responsibly
- Build trusted partnerships with internal stakeholders and translate business objectives into research questions
- Embed customer and market insights into strategic planning, CX priorities, marketing decisions, program development, and corporate initiatives
- Facilitate interpretation and application of findings
- Share insights, best practices, and learnings across the organization
- Establish and uphold research standards, governance, definitions, and best practices
- Advance EDC’s CX and market insights practice through improved methods, tools, and ways of working
- Document methodologies, assumptions, limitations, findings, and stakeholder interactions
- Provide expert guidance, coaching, and methodological challenge to colleagues and partners
Requirements
- Minimum seven (7) years of progressively responsible experience in quantitative customer insights, market research, CX research, marketing research, or a related insights function, including experience leading complex research initiatives
- Postsecondary degree in market research, statistics, social sciences, or a related discipline, or an equivalent combination of education and relevant experience
- Experience designing and leading end-to-end quantitative research
- Experience defining research questions, developing survey instruments, designing samples, assessing data quality, selecting analytical methods, and communicating methodological limitations
- Advanced experience analyzing quantitative data using SPSS or comparable statistical software
- Experience with significance testing, regression, segmentation, weighting, driver analysis, factor analysis, predictive modelling, or choice modelling
- Ability to integrate primary research with operational, behavioural, secondary, or market data
- Experience developing, managing, or evolving customer, brand, market, or experience measurement frameworks
- Ability to translate complex analysis into clear, decision-ready insights and recommendations for senior leaders and non-technical audiences
- Proficiency with Qualtrics, including survey programming, testing, deployment, dashboard development, and ongoing reporting
- Commitment to research rigour, ethics, data integrity, and quality assurance
- Ability to work legally in Canada at the time of application; preference given to Canadian Citizens or Permanent Residents
- Must meet requisite government security screening requirements
- Bilingualism in English and French is an asset
Benefits
- Performance-based incentive
- Comprehensive compensation and benefits package
- Work-life balance
- Hybrid work options
- 3 to 4 weeks paid vacation
- Corporate closure period
- Summer early Fridays
- No-meeting Fridays
- Continuous learning opportunities
- Training programs
- Workshops
- Language training
- Wellness initiatives
- Mental health support
- Fitness programs
- Volunteer opportunities
- Relocation assistance for eligible candidates
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