Customer Experience Research Analyst

Job not on LinkedIn

🔥 3 minutes ago

🇨🇦 Canada – Remote

💵 $80k - $94.1k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔬 Research Analyst

👻 Ghost score 0%

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📋 Description

• Analyze customer feedback and experience data to identify trends, issues, and improvement opportunities • Conduct qualitative and quantitative research to understand customer needs and evaluate experience outcomes • Translate research findings, CX measures, and operational data into actionable insights and recommendations • Monitor CX metrics across channels to identify trends and measure outcomes • Contribute to CX measures, scorecards, and reporting frameworks • Develop and maintain CX programs, metrics, dashboards, and reports, ensuring data accuracy and consistent methodologies • Conduct ad-hoc research, analysis, and reporting to address business questions and emerging CX issues • Manage data preparation, validation, integration, and quality checks across multiple data sources • Coordinate vendor-supported research initiatives, including project administration, deliverable reviews, and stakeholder communication • Analyze customer journeys and personas to identify needs, issues, and improvement opportunities • Provide advice on industry trends and best practices • Perform related duties supporting CX initiatives

🎯 Requirements

• Completion of post-secondary education (university degree or college diploma) in a related field such as Statistics, Business, Communications, Mathematics, Market Research, or Customer Experience • Minimum 3 years of experience in research, analytics, customer experience, or a related analytical/advisory role • Experience in qualitative and quantitative research, problem-solving, and focus groups • Experience analyzing data from multiple sources to develop reports, dashboards, presentations, and actionable insights • Strong analytical, problem-solving, critical-thinking, and advisory skills • Advanced knowledge of customer experience concepts, metrics, and best practices • Expertise developing and maintaining dashboards using BI and data visualization platforms such as Power BI or Tableau • In-depth understanding of digital analytics tools such as Google Analytics • Strong organizational skills and ability to manage multiple research projects, priorities, and deadlines • Excellent verbal communication, presentation, and interpersonal skills • Excellent report writing skills, including recommendations, briefing materials, business cases, and executive-ready summaries • Strong attention to detail and time management skills • Ability to work collaboratively across priorities • Advanced proficiency in Microsoft Office applications and ability to develop standardized reporting routines • Familiarity and experience with CRM systems and different platforms (nice to have)

🏖️ Benefits

• Flexible work locations, including remote • Flexible hours of work • Overall employee wellness support • Leadership support • Inclusive, accessible work environment • Accommodation in the application process • Background verification provided as part of the hiring process

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