Customer Experience Insights Analyst

at  Air Canada

RESPONSABILITIES:

• Support Air Canada’s customer experience sentiment tracking program by aggregating and analyzing customer data from various sources to be the voice of the customer within Air Canada.
• Identify trends and opportunities for improvement within various data sources including first party data and survey data.
• Build data models and run analytics as required to identify or quantify areas of opportunity.
• Run impact analysis of suggested changes or improvements to the customer experience.
• Build and nurture strong relationships within the company, including CX team, product (Food & Beverage, Lounge, Wi-Fi), network planning, Global on Time Performance, and operational data, to ensure relevance and credibility of insights.
• Contribute to the development of KPI building and measurement of success.
• Conduct third party/ online research to find data to support research objectives and customer experience innovations within the airline industry.
• Facilitate research projects from start to finish, including questionnaire building, programming, testing, deployment, data analysis and reporting.
• Support in presentation of research results by answering questions and/or presenting results as well as facilitation of discussion with research stakeholders.
• Work closely and communicate effectively with third party vendors to ensure project success.
• Act as a point of contact between internal teams and external research partners.
• Build discussion guides and facilitate qualitative research through focus groups and in-depth interviews.
• Become a key support in Air Canada’s top ten global airline vision.

Qualifications

• University degree or equivalent education with a degree in business, research analysis, big data being an preferred.
• High level of proficiency in Microsoft Office Suite, including PowerPoint and Excel.
• Minimum of 3-5 years of market research, data, or insights experience.
• Deep knowledge of both qualitative and quantitative research methodology.
• Data savvy with a strong attention to detail and accuracy.
• Ability to manage multiple projects simultaneously and problem solve if issues arise.
• Highly motivated, self-directed & possess a driven personality.
• Thrives within a team environment.
• Excellent written & verbal communication skills with focus on presentation skills.
• Bilingualism is an asset.
• Knowledge of Qualtrics is an asset.

CONDITIONS OF EMPLOYMENT:

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

LINGUISTIC REQUIREMENTS

Based on equal qualifications, preference will be given to bilingual candidates.

Please refer the Job description for details