CX Data & Intelligence Analyst

Accountabilities:

Lead customer experience measurement, analytics, reporting, and insight-generation activities, acting as a subject matter expert in CX intelligence.
Ensure the accuracy, integrity, quality, and governance of customer feedback, survey, CRM, operational, and business data.
Develop integrated views of the customer experience by combining information from multiple data sources and analytical models.
Design, build, and maintain dashboards, scorecards, and reporting solutions that deliver descriptive, diagnostic, and predictive insights.
Develop analytical frameworks to identify customer behavior trends, performance drivers, business risks, and opportunities for improvement.
Act as the primary expert for Qualtrics reporting, dashboard development, and customer experience analytics solutions.
Manage website feedback initiatives, including quarterly website pop-up surveys and other targeted customer feedback projects.
Coordinate with Digital Channel and IT teams to ensure surveys are properly configured and integrated with existing systems and website environments.
Provide technical leadership for integrating customer experience survey data with CRM and operational datasets.
Serve as a key technical point of contact for internal stakeholders, analytics teams, shared services, digital teams, and external survey platform providers.
Translate complex business questions into structured analytical approaches and practical, data-driven recommendations.
Support strategic planning and business decision-making by delivering relevant customer intelligence and actionable reporting.
Advise and educate stakeholders on Qualtrics capabilities, CX metrics, reporting standards, analytical best practices, and customer feedback methodologies.
Requirements:
Bachelor's degree in Business, Analytics, Data Science, Statistics, Customer Experience, Marketing, or a related discipline, or equivalent professional experience.
At least 5 years of experience in customer insights, business intelligence, data analytics, customer experience, or a related field.
Strong expertise in survey-based research, including research design, sampling methodologies, data quality control, bias assessment, and survey interpretation.
Experience with predictive modelling, customer segmentation and clustering, multivariate analytics, and unstructured data processing.
Demonstrated hands-on experience with Qualtrics programs, reporting capabilities, and dashboard development.
Strong analytical and problem-solving skills, with the ability to translate complex business challenges into meaningful insights and actionable recommendations.
Experience working with diverse datasets, including survey, CRM, ERP, operational, and business information.
Solid understanding of Customer Experience (CX), Voice of Customer (VoC) programs, customer feedback initiatives, and customer insight methodologies.
Excellent communication, presentation, and stakeholder management skills, with the ability to explain complex analytical findings to both technical and non-technical audiences.
Strong business acumen and the ability to influence decisions through data storytelling and evidence-based recommendations.
Ability to work collaboratively across technical and business teams while managing multiple analytical projects and priorities.
The following qualifications are considered an advantage:
Qualtrics XM Certification.
Experience with business intelligence and data visualization platforms such as Power BI, Tableau, Qlik, or Spotfire.
Knowledge of SQL, Python, or other analytical programming and data manipulation tools.
Experience with customer journey analytics, predictive analytics, text analytics, and advanced reporting methodologies.
Familiarity with customer experience performance indicators, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Voice of Customer measurement programs.
Benefits:
Competitive salary: Annual compensation ranging from CAD $110,186 to $194,381, depending on location, relevant experience, qualifications, and job-related skills.
Performance incentives: Eligibility for additional bonuses and stock-based compensation.
Comprehensive benefits: Access to an employee benefits package designed to support health, financial security, and overall well-being.
Remote flexibility: Option to work remotely within Canada.
Full-time employment: Permanent, full-time opportunity with a daytime schedule.
Professional development: Opportunities to strengthen your expertise in customer intelligence, analytics, and emerging technologies.
International environment: Collaborate with colleagues and stakeholders across different teams and locations.
Meaningful impact: Contribute to customer-focused initiatives that support innovation, operational excellence, and better business decisions.
Inclusive workplace: Join an environment that values diversity, mutual respect, integrity, and equal employment opportunities.
Limited travel: Occasional travel may be required depending on business needs.