Job Description
Description
Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
Reporting to the Manager, Customer Experience Insights & Strategy, the Manager, Customer Experience Insights leads the end-to-end customer journey experience data and reporting, including for travel on Air Canada Rouge, Air Canada Express and across joint venture partners. This position will play an integral role in Customer Experience programs, representing the voice of the customer across the company, based on data analytics, and customer insights/feedback. The Manager will work collaboratively to further drive existing CX initiatives across various internal and external stakeholders.
The primary insights role will work with a multitude of internal and external stakeholders to define and collect customer data, including NPS, identifying opportunities for improvement through provocative and data-driven insights and analytics. In addition, the incumbent will work across the organization to help measure the success of new CX initiatives, target setting, as well as bringing a data-driven view on recommendations for prioritization of existing CX pipeline initiatives.
Responsibilities:
- Develop customer journey maps, identifying touchpoints across each customer segment and impact each touchpoint has to overall customer satisfaction, NPS, brand trust and repeat purchase behavior.
- Lead customer journey-related research, including but not limited to post-flight surveys, real-time customer feedback, focus groups, and targeted research on various touchpoints identified across the customer journey.
- Responsible for all CX related research and insights in support of Customer Experience, across all different workstreams, working closely with stakeholders across various branches.
- Collaboratively work with both customer and operational analytics teams to tell the story with metrics
- Responsible for monthly, quarterly and yearly CX reporting across the company.
- Working with internal stakeholders, consolidate insights from various internal platforms which help drive a consolidated view on CX performance, including but not limited to insights gathered from customer complaints, social media channels and contact center calls.
- Leading all analytics work required to help identify customer trends, patterns, and impact/correlation of CX drivers across each customer touchpoint.
- Working closely with HR, ensure employee feedback is fully integrated into all CX metrics, including but not limited to feedback from Yammer, employee focus groups, and concept trials.
- Recommend quarterly and yearly CX metric targets, including NPS, based on analytics and measure performance to such target as well as analytics required to identify and explain performance gaps.
- Support implementation of CX strategies with a customer-centric and data-driven view.
- Provide guidance on longer-term strategic CX roadmap, including possible supporting initiatives.
- Foster relationships with all 3rd party suppliers in support of customer research, including Air Canada’s research agency.
- Where necessary, run research from start to finish, including but not limited to understanding research objectives, questionnaire writing, programming questions, survey deployment, data analyzing, reporting, presentation
- Support development of presentations and content suited for various levels within the organization including front line, direct managers, C-suite and Board of Directors
- Lead proof-of-concept for a real-time customer feedback strategy, allowing customers to interact with Air Canada throughout their customer journey and allowing for a more seamless resolution of any issues.
- Drive the portfolio forward with continued expansion of captured data sources and CX touchpoints
- Owner of internal customer experience benchmarking database, identifying trends based on industry benchmarking across all customer touchpoints, identifying on-going opportunities for continuous improvement.
- Identify gaps in current or planned ECX processes and recommend areas where the project would benefit from additional research & design work.
- Communicate and present regularly and broadly across the organization, with a level of high proficiency, engaging with the frontline in order to mobilize engagement, enthusiasm, knowledge, and alignment of key initiatives.
- Seek input, contribution, and alignment from key stakeholders from around the organization in the generation of new product ideas and proposals.
Qualifications
- University degree or equivalent experience
- Knowledge of Air Canada operation, processes, and people is desirable, but not a must
- Experience on both supplier and client side of insights is desirable, but not a must
- Strength and experience in CX strategy and similar projects
- Deep knowledge of both qualitative and quantitative research methods, specifically within the CX realm
- Expert in research methodologies and experienced in designing and executing on research activities that enhance end-to-end customer experiences
- Knowledge of UX research is desirable, but not a must
- Ability to build and manage relationships to drive results
- Open-minded and willing to work in unfamiliar territory to lead transformational change
- Ability to thrive in fast moving and highly complex environments
- Excellent interpersonal communication
- Strong and disciplined management skills
- Data savvy with a strong attention to detail and accuracy
- Ability to manage multiple projects simultaneously and problem solve if issues arise
- Knowledge of Qualtrics is an asset, but not required
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.
Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.
Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.
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