Research Director

Bond Brand Loyalty • Toronto, ON

8h • 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.

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 or insights, with leadership responsibility.
• Proven experience leading large, complex multi-workstream research programs and delivering strategic recommendations to senior audiences.
• Deep expertise in quantitative and qualitative CX methodologies including NPS, CSAT, CES, VoC, journey mapping and experience tracking.
• Strong business acumen, including experience with P&L management and revenue generation.
• Exceptional leadership skills with demonstrated ability to develop directors and senior team members.
• Excellent communication and presentation skills, with the ability to influence C-suite and executive stakeholders.

Nice To Haves

• Experience with Qualtrics.
• Familiarity with advanced analytics techniques including text analytics, NLP, driver analysis and predictive modelling.
• Experience leading cross-functional initiatives spanning research, analytics, CX and technology.
• Established external profile — industry presentations, publications or advisory roles.
• Skills in managing and leading teams through organizational and methodological transformation.

Responsibilities

• Oversee end-to-end delivery of large-scale CX measurement programs including tracking studies, NPS frameworks, journey analytics and multi-touchpoint measurement.
• Interpret complex business challenges and translate them into rigorous research designs and actionable recommendations.
• Drive innovation in experience measurement by identifying and adopting new methodologies, platforms and analytical approaches.
• Own and grow client relationships, acting as a trusted strategic advisor across engagements.
• Contribute to business development efforts, including client pitches, proposals and pipeline growth.
• Ensure delivery of high-quality research programs that drive long-term client value and retention.
• Provide strategic direction for the Customer Experience Measurement practice, aligning programs and methodologies with client and organizational long-term goals.
• Act as an internally and externally recognized thought leader in CX measurement, experience research and VoC strategy.
• Contribute to the evolution of research offerings and thought leadership, shaping the future of the CX measurement discipline.
• Provide informal leadership and subject-matter expertise to peers and project teams, ensuring successful delivery through collaboration and knowledge sharing.
• Mentor colleagues and contribute to team direction by shaping workflows and priorities, leading initiatives without direct line management.
• Champion best practices and foster a collaborative environment across diverse teams, guiding work streams through influence rather than formal authority.
• Own practice-level P&L, ensuring efficient resource allocation and financial performance.
• Manage multiple programs and priorities across complex, fast-paced client environments.
• Drive operational excellence across delivery, utilization and team effectiveness.

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: Director