Manager, Customer Experience and Insight (12 months contract)

POSITION SUMMARY

The Manager, Customer Experience and Insights plays a significant role in maintaining and building relationships with, and supporting, internal stakeholders, and procuring/engaging and collaborating with external market research service providers to deliver on TPA’s research and insights needs. Reporting to the Director, Parking Development, the Manager will be responsible for the briefing, management and coordination of research projects and dissemination of research results to TPA’s internal stakeholders.

RESPONSIBILITIES

Stakeholder Management

• Communicate with internal stakeholders in need of market research to understand business needs, define project goals and objectives for market research, identify key metrics and determine the research required to address challenges.
• Prepare research briefings and make recommendations on findings.
• Lead internal departmental meetings, as required, and collaborate with various internal departments.

Research, Data Analysis and Insights

• Strategically plan research needs annually with key internal stakeholders, managing all aspects of the qualitative and/or quantitative research process with external research partners.
• Lead research design, screener/discussion guide/questionnaire development, analysis, and interpretation of results through to preparation of reports and presentation.
• Liaise on a regular basis with internal stakeholders and external research partners to ensure timely and cost-efficient project execution.
• Analyze both quantitative and qualitative data to extract meaningful insights that will inform business decisions, product development, marketing strategies, etc.
• Disseminate and/or present research findings to internal stakeholders.
• Use transactional TPA data to validate, support, and strengthen externally collected data.

Budget Management

• Manage market research budgets.
• Ensure efficient allocation of resources, prioritizing research initiatives and optimizing spending.
• P rioritize internal stakeholder needs to meet research budget annually.
• Other duties as required.

QUALIFICATIONS:

• Post-secondary education in Market Research, Marketing, Business, Sociology or Statistics (Other related field of study or equivalent work experience will be considered).
• Minimum 5 years of experience successfully managing qualitative and quantitative market research studies.
• High level of familiarity with market research methodologies and tools.
• Advanced proficiency with MS Office Suite, specifically Excel and PowerPoint.
• Strong research design and analytical skills.
• Excellent interpersonal, leadership and team building skills with the ability to work with a diverse workforce.
• Superior organizational and time management skills with attention to detail.
• Solid business insights to solution immediate issues and to identify trends, provide recommendations, plans and implement actions.
• Effective communication and presentation skills to convey research findings and recommendations.
• Ability to successfully manage under pressure and respond to critical and or changing priorities to meet deadlines.
• Motivated, self-directed, and capable of working within tight deadlines.
• Well-developed interpersonal skills and excels in a team environment.
• Ability to collaborate and develop strong relationships with key stakeholders.

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