Research Director

Bond Brand Loyalty • Toronto, ON

9h • CA$103,484 - CA$144,404 • Hybrid

About The Position

This role sits at the intersection of research strategy, client leadership and organizational development, with accountability for practice performance, and the evolution of our CX measurement capabilities. The Research Director will lead end-to-end Customer Experience (CX) measurement programs while partnering with clients and internal stakeholders to solve complex business challenges, uncover actionable insights, and drive measurable business impact. This role combines strategic leadership with hands-on research execution, requiring deep expertise in CX methodologies, advanced analytics, and the translation of complex data into actionable business recommendations.

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, customer insights, or a related discipline.
• Proven experience leading large, complex, multi-workstream research programs and translating findings into actionable recommendations for senior stakeholders.
• Deep expertise in quantitative and qualitative CX methodologies, including NPS, CSAT, CES, Voice of Customer (VoC), journey mapping, segmentation, and experience measurement frameworks.
• Demonstrated experience applying advanced analytics techniques, including driver analysis, segmentation, predictive modelling, text analytics, and natural language processing (NLP), to generate actionable business insights.
• Strong business acumen with experience supporting client growth, retention, solution innovation, and business development initiatives.
• Exceptional communication and presentation skills, with the ability to influence executive and C-suite audiences.
• Proven ability to manage multiple priorities and deliver high-quality work within fast-paced, client-facing environments.

Nice To Haves

• Advanced experience with Qualtrics and CX measurement platforms.
• Experience integrating research, analytics, CX strategy, and technology solutions.
• Strong data storytelling and visualization capabilities.
• Experience collaborating across cross-functional teams to deliver integrated client solutions.
• Established external profile through industry presentations, publications, speaking engagements, or advisory contributions.
• Experience introducing new methodologies, tools, or analytical approaches to enhance research effectiveness.

Responsibilities

• Lead end-to-end CX measurement programs from study design through reporting, including research design, questionnaire development, sampling strategy, fieldwork oversight, analysis, insight generation, and executive-level presentations.
• Personally contribute to all phases of research delivery, ensuring methodological rigor, quality, and alignment with client objectives.
• Apply quantitative, qualitative, and advanced analytical approaches to uncover drivers of customer behaviour, experience outcomes, and business performance.
• Interpret complex business challenges and translate them into research strategies, actionable insights, and measurable recommendations.
• Drive innovation in experience measurement by identifying and adopting emerging methodologies, platforms, and analytical approaches.
• Serve as a trusted advisor to clients, building strong relationships and guiding strategic conversations across engagements.
• Lead executive presentations and facilitate discussions that influence client decision-making and business strategy.
• Translate client business objectives into research frameworks and measurement strategies that deliver meaningful outcomes.
• Contribute to business development efforts, including proposal development, solution design, client presentations, and growth opportunities.
• Ensure delivery of high-quality research programs that drive long-term client value, satisfaction, and retention.
• Contribute to the evolution of the CX Measurement practice through innovation, knowledge sharing, and continuous improvement.
• Partner with analytics, technology, strategy, and CX teams to develop integrated client solutions.
• Identify opportunities to enhance methodologies, analytical capabilities, and research offerings.
• Contribute to internal and external thought leadership initiatives that strengthen the organization's market presence and expertise.
• Provide subject matter leadership, mentorship, and guidance to researchers and project teams.
• Influence methodologies, workflows, and best practices that improve delivery quality, operational effectiveness, and client outcomes.
• Foster a collaborative environment that encourages knowledge sharing, innovation, and continuous learning.
• Lead through expertise and influence, supporting successful project execution across cross-functional teams.
• Contribute to practice performance through effective program management, client growth, utilization planning, and delivery excellence.
• Manage project budgets, timelines, scope, and resources across multiple concurrent engagements.
• Balance competing priorities while maintaining high standards of quality and client service.
• Support operational excellence across delivery, client satisfaction, and business performance metrics.

Benefits

• A hybrid work model and flexible vacation offers agility to meet the needs of our global business and workforce, allowing us to inspire the best from our people.
• Social events like F1rst Thursdays, Kick-Off gatherings, and holiday parties make it easy to build relationships and have fun.
• Competitive healthcare and wellness benefits that care for both body and mind including 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 — all available from your first day.
• Retirement planning assistance with company matching.
• Access to learning programs, mentorship, stretch projects, and internal mobility to keep you moving forward.
• Recognition programs for individual and team achievements, peer-nominated awards, and service anniversaries.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior