Principal Associate, Customer Experience (CX) Insights

Capital One•Toronto, ON

12d•Hybrid

About The Position

As a key member of the Experience Design (XD) team, you will lead the end-to-end strategy and execution of Capital One Canada’s Customer Experience (CX) measurement program. Reporting to the Manager, XD Research, you will act as the 'Voice of the Customer' champion—translating macro metrics (NPS, CSAT) and customer journey data into actionable insights & narratives that shape our product and service strategy. You are a hybrid team player with the ability to understand customer CX data and XD research and the strong product mindset to make insights "stick" and influence teams.

Requirements

3–5 years of experience leading CX measurement programs, Voice of the Customer (VoC), or loyalty programs (NPS/CSAT) with a deep understanding of survey methodology.
Experience in process/operations/project management or analyst roles related to CX, customer satisfaction, and loyalty measurement programs.
Proven ability to apply statistical techniques to account and survey data, turning numbers into stories that help drive business outcomes.
Proven experience as a hybrid professional who combines the analytical rigor of a researcher with the mindset of a strategist.
Unique ability to translate complex data into compelling narratives that "stick" with partners, directly influencing product roadmaps and prioritization.
Familiarity with data architecture and how it impacts CX execution—you know how to talk to data engineers, business partners, as well as designers.
A track record of managing complex workstreams independently while thriving in an agile, fast-paced environment.
Experience influencing decision making across business units or functional teams.
Proven experience using analytics in a business or marketing setting.
Strong written and verbal communication skills.
Fantastic interpersonal skills and the ability to work well in cross functional teams.
Ability to identify and solve problems independently in a constantly changing environment.

Nice To Haves

Bachelor's degree in Business Administration, Customer Experience, Research, Marketing, or related field or any equivalent combination of relevant background and experience.
Completed training or certification in Customer Experience Management (CEM) or Net Promoter Score (NPS).
Experience managing CX/Voice of Customer feedback programs in partnership with software, servicing vendors.
Experience in financial services, customer loyalty programs, or other high-frequency transaction industries.
Experience designing and developing data visualization tools/reports.
Experience with survey design and analysis of customer survey data.
Familiarity with text analytics software packages and visual analytics software.

Responsibilities

Define and lead the Canada CX measurement program strategy and roadmap.
Lead the project management and execution of the CX measurement program (NPS/CSAT) and key journey-point metrics.
Own data quality and reliability, implementing rigorous control measures for survey sampling, quota management, and response integrity.
Partner with the Enterprise CX measurement teams and engineering teams to deploy new CX measurement capabilities specifically across digital customer journeys.
Lead and report on our CX competitive study data and synthesize insights for internal and Business partner teams.
Track and report the return on investment or tangible business impact resulting from CX-driven changes and recommendations.
Manage and prioritize a backlog of CX measurement requests from various business partners and internal CX initiatives.
Serve as the primary ambassador for CX data in Canada, consulting with Business partners, Product, Design, Marketing, and Operations to infuse CX analytics into decision-making.
Translate raw metrics into compelling, high-impact narratives that can influence the strategy, roadmap, and design priorities.
Use data-driven insights to support and/or challenge existing assumptions and influence teams to pivot strategy or direction when necessary.
Analyze complex VoC (Voice of Customer) datasets to identify trends, pain points, and opportunities.
Leverage data visualization tools and dashboards that make customer sentiment easy to digest for non-technical stakeholders.
Link quantitative CX data with qualitative XD research insights to provide a 360-degree view of the customer experience.