Principal Associate, Customer Experience (cx) Insights
Capital One Canada
Toronto, Ontario, Canada
3d onsite
3-5 years cx measurement program experience
Deep understanding of survey methodology
Ability to translate complex data into narratives
This role serves as the primary ambassador for Voice of the Customer data, influencing product roadmaps and design priorities across business units
Job Summary
This role serves as the primary ambassador for Voice of the Customer data, influencing product roadmaps and design priorities across business units.
The successful candidate will lead the Canada CX measurement program strategy, ensuring data quality and reliability while managing a backlog of requests from partners.
Capital One offers a hybrid work environment with 3 days in the office, along with comprehensive benefits including mental health coverage and tuition subsidies.
Matching Summary
This role serves as the primary ambassador for Voice of the Customer data, influencing product roadmaps and design priorities across business units.
Skills & Requirements
Must-have
3-5 years CX measurement program experience
Deep understanding of survey methodology
Ability to translate complex data into narratives
Experience with NPS and CSAT metrics
Strong analytical and statistical techniques
Nice-to-have
Experience in financial services industry
Familiarity with text analytics software
Certification in Customer Experience Management
Experience designing data visualization tools
Background in high-frequency transaction industries
Key Requirements
Bachelor's degree in Business Administration or related field
Completed training or certification in CEM or NPS
Proven track record of managing complex workstreams independently