Purpose
The Senior Research Analyst reports into the Manager, Customer Insights & Research.
The Senior Research Analyst will lead the design, execution and delivery of projects outlined in the annual Customer Insights plan. Through the effective management of guest feedback and research programs, this role will champion Armstrong Collective’s vision by generating meaningful insights that support strategic priorities, inform business decisions, and enhance the experiences of guests, team members, and partners.
The Senior Research Analyst will bring a strong background in design and delivery of guest research projects and subsequent analysis and interpretation of data are key for this position. The team member in this role will possess excellent project management skills and expertise in order to successfully deliver projects that involve internal tools, senior stakeholders from across the enterprise, and on occasion, external vendors. The analyst will be adept at working in a cross-functional team environment and collaborating with stakeholders across the business and across all our key geographies.
Key Areas of Accountability
Customer Insights & Guest Experience Research
- Lead the overall management and delivery of guest experience research programs, using survey platform(s) including the administration and governance of guest research programs (i.e. distribution parameters, sample and contact strategies, response rate monitoring, and survey health assessments, etc.), ensuring data quality, representative feedback, and the effective collection of insights to support business decision-making.
- Partner with stakeholders across the business to understand strategic priorities, and lead the ongoing evaluation and refinement of survey design and key metrics to ensure the collection of actionable insights.
- Work collaboratively and build trusted relationships with members of cross-functional teams to deliver a comprehensive suite of survey reporting through various platform (e.g., PowerBI, Qualtrics, etc.).
- Deliver full integration into the existing guest experience research program or develop a new guest experience research program for any future products, using innovative approaches and adapting programs to support evolving business needs.
- Serve as the subject matter expert on guest feedback and customer insights across the end-to-end customer journey; this entails proactively analyzing and synthesizing feedback and industry trends for stakeholders at all levels of the organization to:
- Identify actionable opportunities
- Inform business decisions
- Support CX initiatives
- Deliver meaningful insights and recommendations
- Summarize key themes from large volumes of verbatim responses using text analytics tools where appropriate.
- Prioritize, plan and deliver ad-hoc pieces of analysis as it relates to specific areas of focus on the guest experience.
External Research
- Build partnerships and work in collaboration with external research vendors and partners in support of research goals and to ensure follow-through on agreed upon scopes of work.
- Support the business with ad-hoc research requests as it relates to guests, partners, products and services, or the external environment, while showing responsiveness to stakeholder needs and proactive identification of opportunities to add value.
- Support business stakeholders with reviewing potential research opportunities and recommending the best design and execution to meet the business goals.
- Prepare RFPs for external research requests and support with the selection and onboarding of vendors, along with end-to-end project management to ensure timely and quality output. Assume accountability for project outcomes and drive performance through effective planning, coordination, and execution.
- Collaborate with cross-functional team members to supplement primary research with additional internal / external data sources and analytics, delivering richer insights to the end user and creating connections across teams to support informed decision-making.
- Continue to evolve the use of our guest research panel, pro-actively identifying opportunities to deliver quick insights that support informed decision making across the business and advance the organization's understanding of guest and market trends.
Continuous Improvement and Project Management
- Support CX strategy by providing clear, concise, actionable insights and timely communications on projects and initiatives that have organizational impact, ensuring alignment with business priorities and contributing to the achievement of strategic goals.
- Inspire and grow by actively seeking feedback, applying learnings, and taking ownership of ongoing professional development to maintain and strengthen expertise in customer and market research.
- Leverage available platforms and suite of reporting tools to efficiently analyze survey data for reporting purposes and to empower stakeholder with self-serve dashboards. Continue to identify opportunities to improve reporting processes and efficiency, to ensure relevancy to evolving needs of the business and stakeholders.
- Embrace the exploration and building out of a process to evaluate and leverage emerging technologies and solutions that enhance the effectiveness and efficiency of insight generation.
Competitive Intelligence
Supporting the Strategic Insights Manager in the following areas, as needed:
- Build and maintain a centralized industry & competitive intelligence repository to monitor market, consumer, and industry trends, as well as competitor product and guest experience innovations
- Evolve the repository into a strategic intelligence resource that informs business planning and decision-making
- Conduct adhoc competitive analyses and insights to address business questions and opportunities
Qualifications
Education / Certifications / Licenses
University degree in Business, Economics or related subject. Market research qualification considered an asset
Experience
- 5-8 years working in a market / customer research role with progressive responsibility
- Demonstrated experience working in both an agency and/or client-side research role
- Experience working with Customer Experience Measurement platforms such as Qualtrics (or similar) is a requirement
- Strong working knowledge of Microsoft Office Suite; Experience with PowerBl as a reporting tool would be an asset
- Demonstrated ability to deliver end-to-end research projects, from design (of quantitative and qualitative methodologies) through to the delivery and driving adoption of results
- Experience managing large scale projects and meeting the needs of multiple stakeholder groups
- Ability to synthesize large volumes of data into actionable insights and identify strategic opportunities to enrich analysis with multiple data sources
Skills
- Self-starter, with strong organizational skills, attention to detail, and effective time management abilities
- Ability to prioritize, meet deadlines, and work under pressure in a fast-paced environment
- Adaptive and able to manage multiple projects and deadlines
- Excellent interpersonal communications skills, both written and verbal
- Proven analytical skills and ability to storytell the data
- Strong proficiency with both Excel and PowerPoint
Work Environment
Hybrid role with three in‑office days per week based in Vancouver, BC.
Compensation
- The base salary offered for this role is $85,000 to $90,000 per annum and can vary based on job-related expertise, qualifications, experience and internal equity.
- Eligible for Armstrong Collective’s discretionary bonus program
Eligible Benefits
Armstrong Collective supports our team members’ health and wellness by providing a comprehensive medical plan with 100% employer paid premiums, some of which includes:
- Medical, Dental, Vision, Life Insurance
- Short term disability, long term disability benefits
- Travel emergency assistance
- Vacation time and sick time
- Up to 5% RRSP and/or TSFA match
- Two complimentary annual train tickets after first year of employment
Armstrong Collective, Rocky Mountaineer and Canyon Spirit are an equal opportunity employer, driven by our values of creating meaningful moments, being one team, and achieving extraordinary outcomes. Our strong company culture supports our vision of a diverse, open, safe, and respectful workplace. We celebrate diversity and are committed to creating an inclusive environment for all team members. If you require any accommodation during the application process or throughout your employment, please let us know. We will work with you to ensure your needs are met and to create a supportive environment.
