Principal Associate, Customer Experience (cx) Insights

Capital One Canada

Toronto, Ontario, Canada
Not specified; not specified; full coverage for sp...
3d onsite
3-5 years leading cx measurement programs
Deep understanding of nps and csat methodologies
Ability to translate complex data into narratives
The role involves leading the end-to-end strategy and execution of Capital One Canada's Customer Experience measurement program as a key member of the Experience Design team

Job Summary

  • The role involves leading the end-to-end strategy and execution of Capital One Canada's Customer Experience measurement program as a key member of the Experience Design team.
  • Candidates must act as the 'Voice of the Customer' champion by translating macro metrics like NPS and CSAT into actionable insights that shape product and service strategy.
  • The company offers a hybrid work environment with 3 days in the office, full health coverage for dependents, up to $3000 in mental health coverage, and tuition subsidies.

Matching Summary

The role involves leading the end-to-end strategy and execution of Capital One Canada's Customer Experience measurement program as a key member of the Experience Design team.

Salary

Not specified; Not specified; Full coverage for spouses/partners/dependents, up to $3000 mental health coverage, up to $5000 tuition subsidies

Skills & Requirements

Must-have

  • 3-5 years leading CX measurement programs
  • Deep understanding of NPS and CSAT methodologies
  • Ability to translate complex data into narratives
  • Experience with survey sampling and data integrity
  • Strong project management in agile environments

Nice-to-have

  • Experience influencing cross-functional business units
  • Familiarity with text analytics software packages
  • Background in financial services or loyalty programs
  • Certification in Customer Experience Management
  • Experience designing data visualization dashboards

Key Requirements

  • Bachelor's degree in Business Administration or related field
  • 3-5 years experience in CX measurement or VoC programs
  • Proven ability to apply statistical techniques to account data

Work Rights

Not specified

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