Manager, Customer Insights & Analytics

Role overview

What the employer offers

• The posting describes opportunities for growth and development in a dynamic organization.
• Benefits include a flexible retirement program with employer matching and voluntary savings options, including RRSP, TFSA, and non-registered savings plans.
• The employer offers a flexible hybrid work environment, learning opportunities, and a reward and recognition program.

Customer insights and research

• Lead customer research, insights, and global benchmarking strategy, including major passenger feedback and benchmarking programs.
• Develop a customer feedback strategy that captures passenger needs and experiences across surveys, digital platforms, and operational touchpoints.
• Analyze customer, research, and operational data and provide practical recommendations to improve passenger experience.
• Identify and integrate customer intelligence sources, including digital analytics, audit findings, operational data, and emerging research tools.
• Monitor customer trends, passenger expectations, and industry best practices to identify service and experience improvements.

Measurement and organizational impact

• Develop executive-level dashboards, reports, presentations, and insight products for evidence-based decision-making.
• Establish and refine customer experience objectives, KPIs, and measurement frameworks aligned with corporate priorities.
• Partner with business units to turn insights and benchmarking results into actionable plans and measurable improvements.

Contracts and team leadership

• Manage research, customer feedback, and benchmarking contracts and relationships with research firms, technology providers, and contracted program resources.
• Lead, coach, and develop a skilled team by setting priorities, supporting decisions, and creating professional-growth opportunities.

Education and experience

• Post-secondary diploma in business, marketing, communications, or a related discipline, combined with relevant experience; a related university degree is preferred.
• Three to five years of management experience and demonstrated people-leadership capability.
• Five to seven years of progressive data and analytics experience focused on customer insights and operational recommendations.
• At least three years of customer-service experience.
• Experience developing customer research, feedback, benchmarking, and performance-measurement programs.

Tools and capabilities

• Proficiency with survey, data-visualization, and analytics platforms such as Qualtrics and Power BI.
• Experience developing dashboards, reports, and presentations for senior and executive audiences.
• Strong project-management and prioritization skills to manage multiple initiatives and stakeholder requirements.
• Excellent written, verbal, and interpersonal skills, including collaboration, influencing, and negotiation across functions and with external partners.