Capital One Canada
CX Measurement and Insights Leader
Job Description
Spearhead customer experience strategies as a leader of CX measurement programs. Leverage customer insights to influence product strategies and drive loyalty initiatives effectively.
In this role, you will take charge of the CX measurement initiatives, translating customer feedback and analytics into compelling narratives. Collaborating with multiple teams, you will need to ensure data reliability while managing projects that enhance overall customer experiences.
Key Responsibilities:
• Lead strategy for CX measurement programs
• Manage NPS and CSAT execution processes
• Ensure high data quality and survey standards
• Collaborate with business partners for analytics integration
• Analyze insights to determine ROI from CX recommendations
Requirements:
• 3–5 years in leading CX or VoC programs
• Strong analytical and narrative development skills
• Background in statistical analysis and survey design
In this role, you will take charge of the CX measurement initiatives, translating customer feedback and analytics into compelling narratives. Collaborating with multiple teams, you will need to ensure data reliability while managing projects that enhance overall customer experiences.
Key Responsibilities:
• Lead strategy for CX measurement programs
• Manage NPS and CSAT execution processes
• Ensure high data quality and survey standards
• Collaborate with business partners for analytics integration
• Analyze insights to determine ROI from CX recommendations
Requirements:
• 3–5 years in leading CX or VoC programs
• Strong analytical and narrative development skills
• Background in statistical analysis and survey design