Job Title

6 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. 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 curious, collaborative, and courageous, with a bias to action. They listen with the intent to fully understand the problem at hand, think critically about 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 internal and external stakeholders to define and collect customer data, including NPS, and identify opportunities for improvement through provocative and data-driven insights. Additionally, the incumbent will help measure the success of new CX initiatives, target setting, and prioritize existing CX pipeline initiatives based on data insights. The role reports to the Senior Director, Ground Customer Experience Design and will soon report to the Senior Manager, Customer Experience Insights Practice. Qualifications: University degree or equivalent experience in data analytics and insights, consumer research, or process excellence/improvement. Minimum 5+ years of related experience. Strong experience in CX strategy and projects, with the ability to think strategically and operate tactically in research end-to-end. Deep knowledge of qualitative and quantitative research methods within CX. Expertise in research methodologies, designing, and executing research to enhance customer experiences. Open-minded, curious, and willing to lead transformational change in unfamiliar territories. Ability to thrive in fast-paced, complex environments, manage multiple projects, and solve problems as they arise. Excellent interpersonal skills and relationship management to drive results. Strong project management skills with a track record of delivering initiatives on time and within budget. Data-savvy with attention to detail and accuracy. Ability to synthesize data into compelling narratives that drive action. Skilled in customizing communications and presentations for diverse audiences, using clear, creative, and visual reports. Experience linking CX initiatives to business outcomes like ROI is a plus. Knowledge of Air Canadas operations, processes, or people is desirable but not required. Experience on both supplier and client sides of insights is a plus. Knowledge of UX research and Qualtrics is advantageous but not mandatory. Please refer to the Air Canada Careers page for full job details. Additional Details: Seniority level Not Applicable Employment type Full-time Job function Management and Customer Service Industries Airlines and Aviation #J-18808-Ljbffr