This position requires in-person collaboration up to five days a week. This arrangement is subject to change based on business requirements.
Role Overview:
As a Manager on WestJet's Strategic Insights Team, you will play a crucial role in understanding and improving the guest experience across WestJet. You will lead the day-to-day delivery of WestJet's Strategic Insights function by overseeing enterprise research, measurement and insight generation across guest, member, employee, brand and digital experience. This role ensures delivery of high-quality, actionable insights that inform strategic decisions while developing team capability.
Key Responsibilities:
- Lead a high-performing Strategic Insights team by setting priorities, managing workload, coaching team members and fostering a culture of collaboration, continuous improvement and evidence-based decision making.
- Oversee the delivery of enterprise research and listening programs, ensuring insight initiatives are executed with methodological rigor, on time, and aligned to business priorities.
- Translate complex quantitative and qualitative data into clear, actionable recommendations that influence strategic decisions and improve guest and employee experience.
- Partner with business leaders across the organization to identify insight needs, provide strategic consultation, and ensure research addresses key business challenges and opportunities.
- Drive continuous improvement of the Strategic Insights function by advancing research methodologies, standardizing best practices, leveraging technology and AI, and improving the efficiency and impact of insight delivery.
Qualifications & Experience:
Education
- Bachelor's degree in business, Marketing, Psychology, Social Sciences, Statistics, Economics
- Master's degree is considered an asset.
Experience/Qualifications
- 7+ years leading market research, customer insights, employee insights or strategic analytics.
- 3+ years leading/mentor people
- Experience managing multiple research programs simultaneously.
- Executive presentation experience.
- Strong qualitative and quantitative research background.
- Experience with Medallia, Qualtrics or other CX insights platforms
- Strong analytical skills with proficiency in survey design, data analysis, and qualitative research methods.
- Experience with customer experience measurement.
- Experience with employee research is considered an asset.
- Airline or travel industry experience is considered an asset.
The benefits of being a WestJetter:WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:
- A fun and friendly culture with colleagues who work together to win
- Travel privileges for you and your family, effective from your start date
- Savings and Benefit programs that are flexible to meet your specific needs
Think we're a great fit? Apply now!
