Market Research Analyst

Job Purpose:

The Market Research Analyst will focus on supporter insights and enabling data governance capabilities. The role will work closely with cross-functional teams to provide valuable insights into supporter behavior, preferences and trends while ensuring data integrity for our supporter data. They will play a critical role in shaping the strategic direction of our engagement efforts by leveraging data to inform decisions and improve supporter experience. They will also be responsible for maintaining and communicating Supporter Insights from all Voice-of-the-Customer feedback, operationalizing the program.

Responsibilities:

Research & Supporter Insights – 80%

• Maintain Voice of the Customer feedback capabilities
• Execute activities that leads to the achievement of the project deliverables
• Coordinate and collate KPIs, and present on a real time, weekly, monthly, quarterly and annual basis
• Manage VoC methodology, including tracking and explaining customer experience and brand metrics, customer feedback and sentiments, key drivers, and other relevant key performance indicators
• Liaise with internal IT teams and external vendors to maintain integrations with primary feedback data sources
• Ensures VoC metadata from feedback sources are updated to accommodate additional use cases
• Understand, test and target marketing initiatives and understand how it impacts/optimizes the customer experience
• Drives change management initiatives to ensure shift to customer centricity
• Educate and train the organization on the value of customer feedback and voice of the customer data and analytics, through the utilization of self-serve tools as well as interpretation of results to action the relevant insights
• Ensure all key processes for workflows and data transfers are documented
• Recommend updates to feedback sources or dashboard that will improve the end user’s ability to derive actionable insights
• Track and quantify the value of customer experience improvements generated from VoC insights
  
  

Data Governance and Quality Assurance – 20%

• Review regular data quality audits to identify and resolve discrepancies, inconsistencies, or issues cross-functionally.
• Assist in the development and documentation of data management processes to improve data stewardship across the organization.

Qualifications:

• Bachelor’s degree in Business with a specialization in Marketing or related field
• 2-3 years marketing experience, with a strong focus on customer focused marketing strategy and execution
• Experience measuring and tracking marketing metrics, enhancing a customer feedback program, and implementing actions based on survey results and analysis.
• Solid understanding or quantitative and qualitative research techniques; ability to recommend suitable feedback tactics based on unique segment, channel, or product considerations.
• Experience working with Qualtrics survey platform, or comparable software
• Self-directed and able to navigate and integrate with several different departments to perform cross-functional tests
• Demonstrated organizational, project management, financial, communication and analytical skills
• Passionate about customer experience
• Proficient in collecting and analyzing information in a way that produces actionable outcomes for improving the customer experience.
• Able to oversee the implementation (configurations and integrations) of a technology platform that leads to the delivery of the desired marketing capabilities.
• Strong cross-functional collaboration, inter-personal skills, and ability to influence based on insight and expertise
• Excellent problem-solving skills and the ability to think critically about data and its implications.
• Strong communication skills, with the ability to translate complex data findings into clear insights and actionable recommendations.
• Detail-oriented with the ability to manage multiple tasks and priorities effectively.

Why Consider Us?  

• World Vision Canada has consistently been awarded Canada and GTA top employer awards.
• We are Canada’s largest development, relief, and advocacy non-profit organization.
• We embody an Agile mindset here.
• We offer competitive pay and benefits. Our comprehensive health benefits start at day 1 which includes a Health Spending Account. 
• We match pension contributions up to 6% and provide a top-up for pregnancy & parental leaves.
• We offer extra time off for restoration by closing for an additional day on long weekends, 6 times a year.
• We provide up to six weeks’ vacation, plus paid sick days, personal days & wellness days.
• We offer a family-friendly, caring, and flexible work environment. 

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