Sr. CX Insights ManagerExport Development Canada | Exportation et développement Canada • Halifax, Nova Scotia, Canada
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Sr. CX Insights Manager
Export Development Canada | Exportation et développement Canada
- Halifax, Nova Scotia, Canada
- Halifax, Nova Scotia, Canada
À propos
Join the EDC Team
At EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade.
Position: Senior CX Insights Manager (18 month contract)
Employment Type: Contract
Compensation Details
Customer Experience 18: Salaries typically range from $96, 557 to $128, 743 annually, based on qualifications and experiences
Location:
Export Development Canada operates in a hybrid work environment, currently requiring employees to work in the office 3 days per week. (subject to change)
This role can be performed from EDC's headquarters in Ottawa or from one of our Community Hubs located in Toronto, Mississauga, Montreal, Brossard, Laval, Calgary, Edmonton, Halifax, or Vancouver.
About EDC
At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.
Why Join EDC?
Comprehensive Benefits: EDC offers a competitive compensation & benefits package, work-life balance, & the opportunity to help make Canada and the world better through trade.
Work-Life Balance: EDC offers a competitive compensation package & work-life balance. We have hybrid work options, 3 to 4 weeks paid vacation, a corporate closure period, summer early Friday's & no meeting Fridays.
Professional Development: Take advantage of our continuous learning opportunities, including training programs, workshops and language training.
Inclusive Culture: Be part of a diverse and inclusive workplace that champions employment equity & values diversity of ideas, strengths, & backgrounds to succeed.
Wellness Programs: Access to wellness initiatives, mental health support, and fitness programs to keep you healthy and happy.
Community Engagement: Participate in volunteer opportunities and give back to the community through our various social responsibility programs.
Team Overview
The Customer Experience Centre of Excellence (CX COE) plays a critical role in enabling insights‑based strategies that deepen exporter engagement and support EDC's business objectives. Reporting to the Manager, CX Insights, the Sr. CX Insights Manager is a senior individual contributor responsible for advancing EDC's customer listening and marketing research capabilities. This 18‑month HR contract role focuses on maintaining and enhancing enterprise customer and market research programs, and on translating complex findings into clear, actionable insights for stakeholders across the business.
The Sr. CX Insights Manager will lead and support the delivery of key research initiatives across multiple customer experience touchpoints, including flagship surveys and marketing research studies. The role requires strong expertise in quantitative and qualitative research methods, survey operations, and insight storytelling. Defined as an exceptional communicator and analytical thinker, the successful candidate will leverage data, research, and insights to inform marketing strategies, answer critical business questions, and identify opportunities to improve the exporter experience. Through effective relationship‑building, the role is expected to understand business goals, translate them into meaningful research questions, and clearly communicate what the insights mean for senior stakeholders and decision‑makers. A strong drive for quality, rigor, and cross‑functional collaboration is essential.
What You Will Be Doing
Customer Listening & Research Delivery
Oversee and support EDC's customer listening and marketing research activities across key customer experience touchpoints.
Lead and support the delivery of flagship customer and marketing research initiatives across multiple channels.
Program, test, and deploy surveys using the Qualtrics Experience Measurement Platform, ensuring adherence to research best practices and data quality standards.
Analyze quantitative survey data using SPSS (and complementary tools) to identify trends, drivers, and opportunities aligned with business and marketing objectives.
Marketing and CX Measurement
Support the management and ongoing evolution of the Net Promoter Score (NPS) program as an enterprise‑level performance measure, including survey design, analysis, governance, and insight generation.
Support customer and marketing measurement frameworks, including NPS and other survey‑based metrics (i.e. brand health, trade confidence), to demonstrate the impact of customer experience and marketing initiatives.
Optimize metrics, survey design, dashboards, and analytical approaches to strengthen insight quality, consistency, and enterprise relevance.
Insights, Reporting & Storytelling
Develop and maintain Qualtrics dashboards and reporting outputs to support ongoing monitoring, stakeholder consumption, and insight socialization.
Analyze, monitor, and report on customer, NPS, and market insights to business stakeholders and senior leadership, translating findings into clear, decision‑ready insights.
Assess customer experiences across different stages of the customer journey to help answer business questions and identify opportunities for improvement.
Share insights, best practices, and learnings to strengthen customer and market understanding across the organization
Stakeholder Management & Practice Evolution
Work closely with internal stakeholders to understand business objectives and ensure research outputs address decision‑making needs.
Support the evolution of EDC's customer listening and insights practices, including standards, definitions, and best practices.
Document research methodologies, findings, and customer interactions clearly and concisely to support reuse and continuous improvement.
Key competencies
Strong ability to synthesize complex information into clear, concise insights for a variety of audiences, including senior leadership.
Thought leadership in customer listening, marketing research, and insights best practices.
Strong analytical skills with the ability to connect insights and metrics to business strategy.
Solid understanding of customer experience measurement frameworks and performance indicators.
Customer‑centric mindset with an understanding of end‑to‑end customer journeys.
Experience with survey research, quantitative analysis, and insight storytelling.
Effective communication, collaboration, and stakeholder engagement skills.
Drive for quality, continuous improvement, and results.
Strong professional judgment, accountability, and personal excellence.
Knowledge of marketing research and analytics methodologies.
Ability to operate as a trusted advisor, influencing decisions through evidence, insight, and strong professional judgment rather than formal authority.
What We Are Looking For
Minimum 5 years' experience in customer insights, marketing research, CX analytics, or insights‑centered roles.
Demonstrated experience programming and managing surveys in Qualtrics.
Demonstrated experience building and using Qualtrics dashboards to support insight reporting and decision‑making.
Demonstrated experience analyzing quantitative survey data using SPSS.
Demonstrated knowledge of Net Promoter Score (NPS) methodology and its application as a performance and experience management tool.
Working knowledge of marketing and research principles and practices.
Eligibility
EDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canada at the time of application (Canadian Citizens or Permanent Residents). Candidates must meet the requisite government security screening requirements. The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date.
Apply today
Want to learn more about EDC? Check our website here
EDC's Commitment to Employment Equity
Export Development Canada (EDC) is dedicated to fostering employment equity and building a diverse workforce. We are committed to creating a safe and inclusive environment that respects people from all cultures, backgrounds, and abilities. At EDC, we nurture a culture of inclusion and belonging where everyone has equal opportunity to grow, develop, succeed, and be their truest selves.
We actively encourage applications from women, Indigenous peoples, visible minorities, persons with disabilities, and members of the 2SLGBTQI+ community.
Your application must clearly demonstrate how you meet all the requirements. We thank all applicants' interest in a career at EDC; however, only those selected for an interview will be contacted. Please note that qualified candidates may be considered for similar roles at this level within EDC.
EDC recognizes that disclosing the need for accommodations can be a personal matter. Please know that as an organization, we are committed to maintaining confidentiality and ensuring that any accommodations provided are tailored to support your needs. Our aim is to ensure you have a comfortable and positive experience throughout the recruitment process, so please do not hesitate to contact us directly for any accommodation requests at We are here to support you every step of the way.
Posting Date
Feb 20, 2026, 9:07:11 AM
Primary Location:
Ontario-Ottawa
Job Type
Contract
Schedule
Full-time
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Application deadline
Compétences linguistiques
- English
Avis aux utilisateurs
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