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Customer Experience Insights Analyst - 35495

Location: TORONTO, ON, Canada
Posting Start Date: Apr 18, 2024
Posting End Date: Apr 28, 2024


Job Description


Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

Reporting to the Manager, Customer Experience Insights & Strategy, the Customer Experience Insights Analyst will be an integral part of a growing team looking to understand and measure the customer experience impact across Air Canada. Part of the Customer Experience team, this role supports Air Canada’s corporate and operational focus on positively differentiating itself in this space. This position will be responsible to leverage insights to understand the customer impact at each moment of the journey and drive meaningful changes across both operational and commercial branches.


  • Support Air Canada’s customer experience sentiment tracking program by aggregating and analyzing customer data from various sources to be the voice of the customer within Air Canada.
  • Identify trends and opportunities for improvement within various data sources including first party data and survey data.
  • Build data models and run analytics as required to identify or quantify areas of opportunity.
  • Run impact analysis of suggested changes or improvements to the customer experience.
  • Build and nurture strong relationships within the company, including CX team, product (Food & Beverage, Lounge, Wi-Fi), network planning, Global on Time Performance, and operational data, to ensure relevance and credibility of insights.
  • Contribute to the development of KPI building and measurement of success.
  • Conduct third party/ online research to find data to support research objectives and customer experience innovations within the airline industry.
  • Facilitate research projects from start to finish, including questionnaire building, programming, testing, deployment, data analysis and reporting.
  • Support in presentation of research results by answering questions and/or presenting results as well as facilitation of discussion with research stakeholders. 
  • Work closely and communicate effectively with third party vendors   to ensure project success.
  • Act as a point of contact between internal teams and external research partners.
  • Build discussion guides and facilitate qualitative research through focus groups and in-depth interviews.
  • Become a key support in Air Canada’s top ten global airline vision.


  • University degree or equivalent education  with a degree in business, research analysis, big data being an preferred.
  • High level of proficiency in  Microsoft Office Suite, including PowerPoint and Excel.
  • Minimum of 3-5 years of market research, data, or insights experience.
  • Deep knowledge of both qualitative and quantitative research methodology.
  • Data savvy with a strong attention to detail and accuracy.
  • Ability to manage multiple projects simultaneously and problem solve if issues arise.
  • Highly motivated, self-directed & possess a driven personality.
  • Thrives within a team environment.
  • Excellent written & verbal communication skills with focus on presentation skills.
  • Bilingualism is an asset.
  • Knowledge of Qualtrics is an asset.

Working Conditions:

The incumbent will be working in a fast-paced, collaborative and customer data centric environment.

Conditions of Employment:

  • Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.