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About the Role

The Sr. CX and Market Insights Manager will strengthen EDC's quantitative customer and market research capabilities, partnering closely with management to ensure insights inform strategic priorities, investment decisions, and value delivery. This role involves leading and supporting key quantitative research initiatives, leveraging deep expertise in quantitative research methods, statistical analysis, and insight storytelling to inform EDC strategy and improve the exporter experience.

Responsibilities

Shape and prioritize the quantitative research agenda in partnership with CX, Economics, Strategy, Portfolio, and other business teams.
Lead the evolution of customer and market measurement frameworks, including Brand Health, the Trade Confidence Index, NPS, and other survey-based metrics.
Identify opportunities to strengthen research portfolios, measurement approaches, and analytical capabilities.
Build market sizing, segmentation, and opportunity analyses that inform strategy, economics, portfolio governance, and investment decisions.
Lead the end-to-end delivery of complex quantitative customer and market research initiatives.
Program, test, and deploy surveys using the Qualtrics Experience Management Platform.
Develop analytical plans and apply advanced statistical techniques.
Analyze quantitative survey data using SPSS and complementary tools.
Optimize survey design, sampling approaches, metrics, analytical methods, and the integration of research and operational data.
Provide methodological direction and quality oversight to external research suppliers.
Integrate primary research with secondary research, operational data, and external market intelligence.
Interpret complex datasets and translate statistical findings into clear, decision-ready narratives and recommendations.
Analyze customer experiences across stages of the customer journey.
Develop and maintain Qualtrics dashboards and reporting outputs.
Communicate customer and market insights to business stakeholders and senior leadership.
Apply Generative AI and advanced analytical approaches to accelerate synthesis, pattern finding, and storytelling.
Build trusted partnerships with internal stakeholders to understand business objectives and translate them into testable research questions.
Influence enterprise decision-making by embedding customer and market insights into strategic planning, CX priorities, marketing decisions, program development, and corporate initiatives.
Facilitate the interpretation and application of findings, helping stakeholders understand implications, trade-offs, and recommended actions.
Share insights, best practices, and learnings across the organization.
Establish and uphold research standards, governance, definitions, and best practices.
Advance EDC’s CX and market insights practice by introducing improved methods, tools, and ways of working.
Document methodologies, assumptions, limitations, findings, and key stakeholder interactions.
Provide expert guidance, coaching, and constructive methodological challenge to colleagues and partners.

Requirements

Minimum seven (7) years of progressively responsible experience in quantitative customer insights, market research, CX research, marketing research, or a related insights function, including experience leading complex research initiatives.
Demonstrated experience designing and leading end-to-end quantitative research, including defining research questions, developing survey instruments, designing samples, assessing data quality, selecting appropriate analytical methods, and communicating methodological limitations.
Demonstrated ability to integrate primary research with operational, behavioural, secondary, or market data to generate actionable customer and market insights.
Experience developing, managing, or evolving customer, brand, market, or experience measurement frameworks, such as NPS, brand health, customer journey, or longitudinal tracking programs.
Demonstrated ability to translate complex analysis into clear, decision-ready insights and recommendations for senior leaders and non-technical audiences.
Demonstrated commitment to research rigour, ethics, data integrity, and quality assurance.
Must be 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.

Skills

Quantitative research methods
Statistical analysis
Insight storytelling
SPSS
Qualtrics Experience Management Platform
Significance testing
Correlation
Regression
Segmentation
Factor analysis
Predictive propensity modelling
Integrated modelling
Choice modelling
Journey or pathway analysis
Weighting
Driver analysis
Generative AI

Location

Ottawa
Toronto
Mississauga
Montreal
Brossard
Laval
Calgary
Edmonton
Halifax
Vancouver

Work Type

Hybrid
Permanent

Experience Level

Senior

Education Level

Postsecondary degree in market research, statistics, social sciences, or a related discipline, or an equivalent combination of education and relevant experience.

Salary/Compensations

Salaries typically range from $96,557 to $128,743 annually, based on qualifications and experiences, plus a performance-based incentive.

Benefits

Comprehensive Benefits package
Work-life balance
3 to 4 weeks paid vacation
Corporate closure period
Summer early Friday’s
No meeting Fridays
Continuous learning opportunities
Training programs
Workshops
Language training
Inclusive Culture
Wellness Programs
Mental health support
Fitness programs
Community Engagement opportunities
Relocation assistance

About the Company

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.
As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.
The Customer Experience Centre of Excellence (CX COE) at EDC advances exporter success by ensuring customer and market insight is foundational to enterprise strategy, service design, and continuous improvement.
The CX COE integrates research, analytics, and experience design to create a disciplined, customer centred approach to decision making across the organization.

Equal Opportunity

EDC is committed 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.
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 accessibility@edc.ca.