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Own reporting for Voice of Customer programs including monthly reports of satisfaction survey data
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Own verbatim analysis from Ecommerce Voice of Customer data, including fine-tuning text analytics processes and automated analysis
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Use analytical software such as Tableau, Google Cloud Platform, SQL, Python / R to synthesize and analyze data to generate actionable insights and recommendations for cross-functional partners, enabling business teams to have a holistic view of the changing customer's experiences
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Triangulate insights from voice of customer data (satisfaction scores and verbatim analysis) with other research insights, such as customer interviews, to craft compelling stories, that provide actionable recommendations to all cross-functional teams, including senior leadership
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Collaborate with Analytics teams (Business insights \& analytics, Data Science) to develop new analysis and methodologies that can foster a comprehensive understanding of customer's needs;
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Ensure quality of data by working with Research Operations Manager
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Along with Research Operations Manager, educate stakeholders on accessing Voice of Customer data and self-serve analysis
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Together with the research Director, Prioritize analysis efforts to Strategic business goals
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Confidently socialize insights to stakeholders and decision makers
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With guidance from Sr Researchers, own ad hoc research investigations, including surveys, new methodologies, and standardized reporting for in-house research analysis; the end-to-end research process -- from framing research problems, to executing your research plan, to mining and analyzing data from internal data sets, all the way through to socializing insights that drive actionable change for the Shoppers Drug Mart digital businesses
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3 years' experience in an analytical, research or insight role, ideally analyzing and integrating research into meaningful and actionable insights
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You are highly collaborative, comfortable working with cross-functional teams
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Skilled in querying and analyzing raw datasets using SQL in multi-method studies; experience with GCP is considered a plus;
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A university degree in an analytical discipline or a human-centered discipline (Business, Analytics, Information, Psychology, Sociology, Anthropology, Human Computer Interaction)
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Skilled at understanding business objectives to prioritize insights and recommendations
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Exceptional time management, problem solving, critical thinking and analysis skills combined with the ability to synthesize and effectively communicate findings to all levels throughout the organization
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An understanding and interest of the strengths and shortcomings of different research methods, including qualitative, when and how to apply them during product development processes and apply them to strategy
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Knowledge of user-centered design methods
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Experience in Product, Service or UX design
