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About the Role

This role is responsible for practice performance and the evolution of CX measurement capabilities, sitting at the intersection of research strategy, client leadership, and organizational development.

Responsibilities

• Oversee end-to-end delivery of large-scale CX measurement programs including tracking studies, NPS frameworks, journey analytics and multi-touchpoint measurement.
• Interpret complex business challenges and translate them into rigorous research designs and actionable recommendations.
• Drive innovation in experience measurement by identifying and adopting new methodologies, platforms and analytical approaches.
• Own and grow client relationships, acting as a trusted strategic advisor across engagements.
• Contribute to business development efforts, including client pitches, proposals and pipeline growth.
• Ensure delivery of high-quality research programs that drive long-term client value and retention.
• Provide strategic direction for the Customer Experience Measurement practice, aligning programs and methodologies with client and organizational long-term goals.
• Act as an internally and externally recognized thought leader in CX measurement, experience research and VoC strategy.
• Contribute to the evolution of research offerings and thought leadership, shaping the future of the CX measurement discipline.
• Provide informal leadership and subject-matter expertise to peers and project teams, ensuring successful delivery through collaboration and knowledge sharing.
• Mentor colleagues and contribute to team direction by shaping workflows and priorities, leading initiatives without direct line management.
• Champion best practices and foster a collaborative environment across diverse teams, guiding work streams through influence rather than formal authority.
• Own practice-level P&L, ensuring efficient resource allocation and financial performance.
• Manage multiple programs and priorities across complex, fast-paced client environments.
• Drive operational excellence across delivery, utilization and team effectiveness.

Requirements

• Advanced degree in market research, social sciences, psychology, business or a related field; Master’s degree considered an asset.
• 10+ years of progressive experience in market research, CX measurement or insights, with leadership responsibility.
• Proven experience leading large, complex multi-workstream research programs and delivering strategic recommendations to senior audiences.
• Deep expertise in quantitative and qualitative CX methodologies including NPS, CSAT, CES, VoC, journey mapping and experience tracking.
• Strong business acumen, including experience with P&L management and revenue generation.
• Exceptional leadership skills with demonstrated ability to develop directors and senior team members.
• Excellent communication and presentation skills, with the ability to influence C-suite and executive stakeholders.

Skills

• Experience with Qualtrics.
• Familiarity with advanced analytics techniques including text analytics, NLP, driver analysis and predictive modelling.
• Experience leading cross-functional initiatives spanning research, analytics, CX and technology.
• Established external profile — industry presentations, publications or advisory roles.
• Skills in managing and leading teams through organizational and methodological transformation.

Work Type

• Hybrid work model

Experience Level

• 10+ years of progressive experience

Education Level

• Advanced degree in market research, social sciences, psychology, business or a related field
• Master’s degree

Salary/Compensations

• $103,484.20 to $144,403.50 CAD annually

Benefits

• Competitive healthcare and wellness benefits
• Medical, Dental, Vision
• Health Care Spending Account
• Employee Assistance Program
• Access to 24/7 virtual healthcare and/or consultation services for you and your family
• Retirement planning assistance with company matching
• Access to learning programs, mentorship, stretch projects, and internal mobility
• Recognition programs for individual and team achievements, peer-nominated awards, and service anniversaries.
• Flexible vacation offers agility
• Social events like F1rst Thursdays, Kick-Off gatherings, and holiday parties

About the Company

• Bond uses AI tools during parts of the screening, assessment, and selection process, supporting a fair and efficient hiring process.

Equal Opportunity

• We welcome applications from all qualified candidates; however, only those selected for an interview will be contacted.