Principal, CX Insights

Export Development Canada•Ottawa, ON

4d•Hybrid

About The Position

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. The Principal, CX Insights and Strategy is a senior individual contributor and cross functional leader within the CX COE. This role serves as EDC’s strategic authority on communicating customer and market insight, with a specific mandate in translating research, data and insights into strategic recommendations and decisions that enable exporter centric execution. As a trusted advisor to senior leaders, the Principal translates complex data into enterprise‑relevant insight, connects external market signals to internal priorities, and works in close partnership with research, strategy, economics, and business teams to ensure insight is consistently embedded into how EDC prioritizes, invests, and delivers value. The CX COE plays a critical role in the discovery and design loops that underpin EDC’s strategic initiatives. In this context, the Principal plays a key role in shaping and evolving the interconnected workflows across insights, strategy, and design, ensuring customer insight is embedded at the center of CX operations and enterprise decision making.

Requirements

Undergraduate degree in Business Administration, Statistics, Social Science, or a related field.
Minumum 7 years experience in research, customer experience or related domains.
Proven expertise interpreting customer and market data into actionable insights through story telling.
Proven expertise ensuring customer and market evidence systematically informs strategic planning, policy development, and operational improvement.
Demonstrated experience advising senior executives or enterprise decision‑makers using customer and market insight

Nice To Haves

Bilingual in both official languages (French and English)
Experience with Net Promoter Score programs, Total Addressable Market models, and agile delivery environments.

Responsibilities

Influence enterprise level customer and market research agendas that deepen EDC’s understanding of exporters, markets, and participation in global value chains, directly informing corporate strategy, economics, and CX priorities.
Integrate quantitative and qualitative evidence to develop a holistic, externally grounded view of customer needs, behaviours, constraints, and ambition.
Shape the evolution of EDC’s CX practice by advancing methodologies, workflows, and standards that improve speed‑to‑insight while strengthening strategic impact.
Apply Generative AI and advanced analytic approaches to accelerate synthesis, pattern‑finding, and storytelling, ensuring responsible, ethical, and high‑quality use.
Partner across data, analytics, economics, technology, and innovation teams to integrate research into broader intelligence ecosystems and decision‑support models.
Scan emerging trends in market, customer, and insight disciplines, translating external advancements into practical, enterprise‑ready improvements for EDC.
Synthesize complex research into strategic insight that informs executive and Board‑level discussions, corporate strategy, and investment decisions.
Connect customer and market intelligence to enterprise priorities, articulating implications, trade‑offs, and strategic options rather than stand‑alone findings.
Translate market sizing, segmentation, and opportunity analyses into decision‑ready narratives for strategy, economics, and portfolio governance.
Facilitate executive and cross‑functional discussions that help leaders interpret evidence, align on implications, and move from insight to action.
Partner with CX Strategy, Economics, Communications, and other internal stakeholder teams to embed insights into enterprise storytelling, including EDC’s internal website, executive updates, and all‑staff presentations & communications.
Partner with senior leaders and teams across CX, Strategy, Economics, Products, and Business Lines to shape research agendas, experience strategies and deliver insight aligned to critical business questions.
Act as a strategic advisor, providing evidence‑based perspective, independent judgment, and nuanced interpretation of customer and market signals.
Influence enterprise decisions through credibility and clarity, helping teams internalize insight and operationalize it in strategy, policy, and execution.
Serve as EDC’s senior steward of the Voice of the Customer, ensuring customer evidence systematically informs strategic planning and operational improvement.
Advance VOC approaches beyond measurement, strengthening how insight is interpreted, contextualized, and applied in decision‑making across the organization.
Identify gaps and opportunities to connect VOC intelligence with market, economic, and performance data for a fuller enterprise view.