Position Summary

The CX Data & Insights Manager is responsible for the management and implementation of programs that capture, analyze, and translate the voices of customers and partners into clearly communicated, actionable insights that inform strategic and operational decision‑making across the organization. This role manages the Voice of the Customer (VoC) and Voice of the Partner (VoP) programs, as well as the Customer Research Community, overseeing the collection, synthesis, and clear communication of feedback and research insights across key touchpoints in the customer journey.

Through a mix of primary and secondary research, customer feedback programs, digital sentiment monitoring, and ongoing customer engagement initiatives, the Manager, CX Data and Insights ensures the organization maintains a deep and current understanding of the needs, motivations, and experiences of its customers and our core demographic, Canadians 55+. The role plays a critical part ...