Customer Experience and Market Research Specialist

Job Overview

Working under minimal supervision, this role is responsible for driving improvement in the customer experience by supporting the development and ongoing maintenance of Wawanesa’s Voice of the Customer (VoC) program as well as general market research initiatives.

Specifically, this role will support the development and execution of critical and timely VoC and other research programs to evaluate and recommend improvements to customer experience strategy, processes and capabilities; develop strategic overviews; evaluate new data collection and insight development techniques; and manage relationships with internal and external stakeholders related to research needs.

Job Responsibilities

• Supports the configuration and implementation of data collection tools and survey responses through improved survey design.
• Supports the analysis of Voice of Customer data derived from multiple sources, identifying trends/patterns and distilling information into actionable strategic insights that drive significant improvements in customer satisfaction, reducing customer complaints and driving a stronger customer experience.
• Guides the design and analysis associated with various quantitative market research techniques including segmentation, conjoint design, concept testing, etc.
• Guides the design and analysis associated with various qualitative market research techniques including focus groups, in-depth interviews, ethnographies, etc.
• Manages and maintains customer feedback management platform.
• Develops and enhances productive business relationships by liaising with internal and external stakeholders including vendors.
• Develops, maintains, and communicates information and reports on current issues, trends and best practices related to customer experience.
• Maintains in-depth knowledge and understanding of different research methodologies and data analysis techniques as well as channel and industry best practices.
• Supports competitive intelligence gathering to keep key Wawanesa stakeholders abreast of the competitive landscape.
• Performs other duties as assigned.

Qualifications

• Three to Five years’ experience coordinating voice of the customer programs and/or market research programs.
• College Diploma or University Degree in Business Administration, Economics, Social Sciences, Science (Statistics or Mathematics) or related field.
• Demonstrated knowledge of customer experience concepts and various research methodologies.
• Experience with customer feedback management platforms.
• Advanced proficiency in Microsoft Office (Microsoft Excel, Word, PowerPoint) and SPSS.
• Excellent analytical and research skills with the ability to conduct detailed analysis of information from numerous sources.
• Advanced problem-solving skills to develop creative approaches and solutions for resolving customer experience issues.
• Excellent verbal and written communications skills with the ability to communicate at the right level for the audience and to present information in a convincing matter.
• Strong interpersonal skills to act with tact, diplomacy, integrity and professionalism in sometimes sensitive situations both with internal and external stakeholders.
• Strong presentation development skills.
• Good decision-making skills, with the ability to identify and review potential impacts.
• Ability to work independently and in a team environment.
• Experience with competitive intelligence techniques considered an asset.
• Experience in financial services, and specifically insurance, considered an asset.