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 Canada’s 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 we’re fixing and building the experiences that matter most to our customers.
Reporting to the Senior Manager, Customer Experience Insights Practice, the Customer Experience Insights Analyst will be an integral part of a growing team looking to understand and measure the customer experience impact across Air Canada. Part of the Customer Experience team, this role supports Air Canada’s corporate and operational focus on positively differentiating itself in this space. This position will be responsible to leverage insights to understand the customer impact at each moment of the journey and drive meaningful changes across both operational and commercial branches.
Responsibilities:
CX Measurement Program Governance
Play a critical role in ensuring our always on programs run flawlessly through deep SME on the survey process, and strong relationships with internal stakeholders and external vendors.
Build the Policy & Procedure document for Air Canada’s Measurement Programs (e.g., end to end, step-by-step process for our survey programs), including survey management processes.
Contribute to the development of KPI building and measurement of success.
Establish, run and maintain the intake process for the team – helping to size and prioritize CX insights requests as they come in, and ensure the team can successfully deliver on-time with quality.
Build and nurture strong relationships within the company, including CX team, product (Food & Beverage, Lounge, Wi-Fi), network planning, Global on Time Performance, and operational data, to ensure relevance and credibility of insights.
Support the ongoing development and optimization of customer feedback programs, including managing embedded data fields in surveys, coordinating updates with internal teams and vendors, and auditing for relevance and accuracy.
Maintain and enhance survey tools and processes, such as updating Qualtrics survey invitations, adjusting deployment criteria, and implementing changes to Post Call Survey questions in collaboration with the Contact Centre.
Enable the democratization of customer experience insights by creating ad hoc surveys, dashboards, and Text IQ topics in Qualtrics, while managing user access and collaborating with internal teams to support data-driven decision-making.
Hindsight: Helping leaders understand what has happened.
Support Air Canada’s customer experience sentiment tracking program by aggregating and analyzing customer data from various sources to be the voice of the customer within Air Canada.
Support the automation of regularly scheduled manually produced reporting.
Produce recurring monthly and quarterly reporting for key stakeholders and meetings.
Provide Quality Control review checks for reports and decks before they’re published.
Insights: Helping leaders understand why things happened.
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.
Facilitate research projects from start to finish, including questionnaire building, programming, testing, deployment, data analysis and reporting.
Support in presentation of research results by answering questions and/or presenting results as well as facilitation of discussion with research stakeholders.
Foresight: Helping leaders understand what will happen.
Run impact analysis of suggested changes or improvements to the customer experience.
Conduct third party/ online research to find data to support research objectives and customer experience innovations within the airline industry.
Work closely and communicate effectively with third party vendors to ensure project success.
Act as a point of contact between internal teams and external research partners.
Build discussion guides and facilitate qualitative research through focus groups and in-depth interviews.
University degree or equivalent education with a degree in business, research analysis, or big data is preferred.
High level of proficiency in Microsoft Office Suite, including PowerPoint and Excel.
Minimum of 3-5 years of market research, data, or insights experience.
Deep knowledge of both qualitative and quantitative research methodology.
Data savvy with a strong attention to detail and accuracy.
Ability to manage multiple projects simultaneously and problem solve if issues arise.
Highly motivated, self-directed & possess a driven personality.
Thrives within a team environment.
Excellent written & verbal communication skills with focus on presentation skills.
Bilingualism is an asset.
Knowledge of Qualtrics is an asset.
Demonstrate punctuality and dependability to support overall team success in a fast-paced environment
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.
