Job Title

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. The Customer Experience Insights Practice is the voice of Air Canadas customers. We are deeply curious, seeking new ways to listen and understand our customers sentiment, needs, and preferences both today and in the future. Our expertise and data-driven insights and recommendations help ensure were fixing and building the experiences that matter most to our customers. The Manager Customer Experience Insights should be a curious, collaborative, and courageous data-driven individual with a bias to action. They listen with the intent to fully understand the problem at hand, think critically when it comes to their advice and recommendations, and can communicate in a way that compels people to act. The Manager, Customer Experience Insights plays an integral role in Air Canadas Customer Experience programs building and leading work to listen, learn, and take action on our customers feedback. A primary accountability is leading the end-to-end customer journey experience data and reporting, including for travel on Air Canada Mainline, Rouge, Air Canada Express and across joint venture partners. This position represents the voice of the customer across the company, enabling data-driven decision making through customer feedback, data analytics, and insights. The Manager 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. The role is currently reporting into the Senior Director, Ground Customer Experience Design but will report into the Senior Manager, Customer Experience Insights Practice. Responsibilities: Hindsight 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. Deliver 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. Insight 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. Owner of internal customer experience benchmarking database, identifying trends based on industry benchmarking across all customer touchpoints, identifying ongoing opportunities for continuous improvement. Identify gaps in current or planned ECX (Elevating Customer Experiences) processes and recommend areas where the project would benefit from additional research & design work. 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. Proactively 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. Foresight & Strategic Initiatives 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. Provide ongoing thought leadership on the research methodologies and approaches and their application to understanding customer expectations and needs. Drive the portfolio forward with continued expansion of captured data sources and CX touchpoints and make data-driven recommendations to improve the impact and experience of Air Canada surveys. 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. Provide strategic and tactical advice to internal stakeholders on the value of applying CX insights to address specific business opportunities and challenges. Contribute to the development of KPI building and measurement of success. Impact & Influence Represent Air Canada on all working groups related to CX research and metrics with Star Alliance, airport authority, joint venture and industry partners. Build great working relationships with all 3rd party suppliers in support of customer research, including Air Canadas research agency. Lead and/or support the build and delivery of presentations and content suited for various levels within the organization including front line, direct managers, C-Suite and Board of Directors. 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. Efforts The incumbent will be required to communicate regularly with internal and external stakeholders. The position requires a high level of decision making, critical and analytical thinking. Navigating complex situations to find mutually beneficial solutions. This role will require a moderate amount of travel (several times per month). Qualifications University degree or equivalent experience in any of the following areas: data analytics and insights, consumer research, and process excellence/improvement. Minimum 5+ years of related experience. Strength and experience in CX strategy and similar projects with a proven ability to think strategically and operate tactically with respect to leading research end-to-end. 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. Open-minded, curious and willing to work in unfamiliar territory to lead transformational change. Ability to thrive in fast moving and highly complex environments, manage multiple projects and problem solve if issues arise. Excellent interpersonal communication skills and ability to build and manage relationships to drive results. Strong project management skills with a track record of developing clear project plans to ensure initiatives are delivered on time and on budget. Data savvy with a strong attention to detail and accuracy. Ability to quickly aggregate and synthesize data and insights into compelling narratives that drive action. Passionate about personalizing communications and presentations for various audiences, and communicating simply, creatively, and visually in their reports and presentations. Experience linking CX initiatives to positive business outcomes (e.g., ROI) is a differentiating asset, but not a must. 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. Knowledge of UX research is desirable, but not a must. 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 companys 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. #J-18808-Ljbffr