Manager, Strategic Insights

WestJet Group•Calgary, AB

2d•Onsite

About The Position

As a Manager on WestJet's Strategic Insights Team, you will play a crucial role in understanding and improving the guest experience across WestJet. You will lead the day-to-day delivery of WestJet's Strategic Insights function by overseeing enterprise research, measurement and insight generation across guest, member, employee, brand and digital experience. This role ensures delivery of high-quality, actionable insights that inform strategic decisions while developing team capability.

Requirements

Bachelor’s degree in business, Marketing, Psychology, Social Sciences, Statistics, Economics
7+ years leading market research, customer insights, employee insights or strategic analytics.
3+ years leading/mentor people
Experience managing multiple research programs simultaneously.
Executive presentation experience.
Strong qualitative and quantitative research background.
Experience with Medallia, Qualtrics or other CX insights platforms
Strong analytical skills with proficiency in survey design, data analysis, and qualitative research methods.
Experience with customer experience measurement.

Nice To Haves

Master's degree is considered an asset.
Experience with employee research is considered an asset.
Airline or travel industry experience is considered an asset.

Responsibilities

Lead a high-performing Strategic Insights team by setting priorities, managing workload, coaching team members and fostering a culture of collaboration, continuous improvement and evidence-based decision making.
Oversee the delivery of enterprise research and listening programs, ensuring insight initiatives are executed with methodological rigor, on time, and aligned to business priorities.
Translate complex quantitative and qualitative data into clear, actionable recommendations that influence strategic decisions and improve guest and employee experience.
Partner with business leaders across the organization to identify insight needs, provide strategic consultation, and ensure research addresses key business challenges and opportunities.
Drive continuous improvement of the Strategic Insights function by advancing research methodologies, standardizing best practices, leveraging technology and AI, and improving the efficiency and impact of insight delivery.