Application deadline: October 1, 2026 at 12:00PM ET

Position: Sr. CX and Market Insights Manager

Employment Type: Permanent
Compensation Details:

• Customer Experience 18: Salaries typically range from $96,557 to $128,743 annually, based on qualifications and experiences, plus a performance-based incentive.

Location:

• Export Development Canada operates under a hybrid work model, with employees currently required to work from the office three days per week.
• This role can be performed from EDC's headquarters in Ottawa or from one of our Community Hubs located in Toronto, Mississauga, Montreal, Brossard, Laval, Calgary, Edmonton, Halifax, or Vancouver
• Relocation assistance is available for candidates who meet the eligibility criteria.

Internal Employees, please consult the ServiceNow article entitled Internal movements - what you need to know.
Team Overview:

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.

Reporting to the Manager, CX and Market Insights, the Sr. CX and Market Insights Manager is a senior individual contributor who strengthens EDC's quantitative customer and market research capabilities and partners closely with the Manager, CX and Market Insights and the CX Principal, Insights & Strategy to ensure insights inform strategic priorities, investment decisions, and value delivery across the organization.

The Sr. CX and Market Insights Manager will lead and support the delivery of key quantitative research initiatives across multiple customer experience touchpoints, including flagship surveys, customer measurement programs, market research studies, journey mapping, modeling programs and marketing research studies. The role requires deep expertise in quantitative research methods, research instrument design, sampling, data quality, statistical analysis, modeling techniques and insight storytelling. Defined as an exceptional analytical thinker and communicator, the successful candidate will leverage primary data, secondary data, behavioural indicators, operational data, and advanced analytical techniques to inform EDC strategy, influence communications, program development, answer critical business questions, identify drivers of customer experience, and surface opportunities to improve the exporter experience. Through effective relationship building, the role is expected to understand business goals, translate them into testable research hypotheses, and clearly communicate what the analysis means for senior stakeholders and decision makers. A strong drive for methodological rigor, data integrity, quality, and cross functional collaboration is essential.
What you will be doing:

Research Strategy & Prioritization

• Shape and prioritize the quantitative research agenda in partnership with CX, Economics, Strategy, Portfolio, and other business teams, aligning investments with enterprise priorities and decision-making needs.
• Lead the evolution of customer and market measurement frameworks, including Brand Health, the Trade Confidence Index, NPS, and other survey-based metrics.
• Identify opportunities to strengthen research portfolios, measurement approaches, and analytical capabilities to improve enterprise relevance and business impact.
• Build market sizing, segmentation, and opportunity analyses that inform strategy, economics, portfolio governance, and investment decisions.

Research Design & Execution

• Lead the end-to-end delivery of complex quantitative customer and market research initiatives across multiple channels, ensuring research questions, designs, samples, instruments, and analytical methods are fit for purpose.
• Program, test, and deploy surveys using the Qualtrics Experience Management Platform, with rigorous quality assurance and adherence to research and data-quality standards.
• Develop analytical plans and apply advanced statistical techniques-including significance testing, correlation, regression, segmentation, factor analysis, predictive propensity modelling, integrated modelling, choice modelling, journey or pathway analysis, weighting, and driver analysis-to strengthen the credibility and usefulness of findings.
• Analyze quantitative survey data using SPSS and complementary tools to identify trends, segments, drivers, relationships, and opportunities aligned with business and marketing objectives.
• Optimize survey design, sampling approaches, metrics, analytical methods, and the integration of research and operational data to improve consistency, statistical validity, and insight quality.
• Provide methodological direction and quality oversight to external research suppliers, ensuring deliverables meet EDC's standards and business needs.

Analysis, Insights Reporting & Storytelling

• Integrate primary research with secondary research, operational data, and external market intelligence to create holistic views of customers, markets, and emerging opportunities.
• Interpret complex datasets, distinguish meaningful patterns from noise, and translate statistical findings into clear, decision-ready narratives and evidence-based recommendations.
• Analyze customer experiences across stages of the customer journey to answer critical business questions and identify opportunities for improvement.
• Develop and maintain Qualtrics dashboards and reporting outputs that enable ongoing monitoring, stakeholder consumption, and effective insight socialization.
• Communicate customer and market insights to business stakeholders and senior leadership through compelling reports, presentations, and storytelling tailored to the audience and decision context.
• Apply Generative AI and advanced analytical approaches to accelerate synthesis, pattern finding, and storytelling while ensuring responsible, ethical, and high-quality use.

Insight Activation & Stakeholder Enablement

• Build trusted partnerships with internal stakeholders to understand business objectives, translate them into testable research questions, and ensure outputs address decision-making needs.
• Influence enterprise decision-making by embedding customer and market insights into strategic planning, CX priorities, marketing decisions, program development, and corporate initiatives.
• Facilitate the interpretation and application of findings, helping stakeholders understand implications, trade-offs, and recommended actions.
• Share insights, best practices, and learnings across the organization to strengthen customer and market understanding and build research literacy.

Research Practice Leadership & Governance

• Establish and uphold research standards, governance, definitions, and best practices to ensure methodological rigour, consistency, comparability, and responsible use of data.
• Advance EDC's CX and market insights practice by introducing improved methods, tools, and ways of working and by monitoring developments in research and analytics.
• Document methodologies, assumptions, limitations, findings, and key stakeholder interactions clearly to support transparency, reuse, and continuous improvement.
• Provide expert guidance, coaching, and constructive methodological challenge to colleagues and partners, strengthening the quality of research delivered across the organization.

What we are looking for:

• Minimum seven (7) years of progressively responsible experience in quantitative customer insights, market research, CX research, marketing research, or a related insights function, including experience leading complex research initiatives.
• Postsecondary degree in market research, statistics, social sciences, or a related discipline, or an equivalent combination of education and relevant experience.
• Demonstrated experience designing and leading end-to-end quantitative research, including defining research questions, developing survey instruments, designing samples, assessing data quality, selecting appropriate analytical methods, and communicating methodological limitations.
• Advanced experience analyzing quantitative data using SPSS or comparable statistical software, including techniques such as significance testing, regression, segmentation, weighting, driver analysis, factor analysis, predictive modelling, or choice modelling.
• Demonstrated ability to integrate primary research with operational, behavioural, secondary, or market data to generate actionable customer and market insights.
• Experience developing, managing, or evolving customer, brand, market, or experience measurement frameworks, such as NPS, brand health, customer journey, or longitudinal tracking programs.
• Demonstrated ability to translate complex analysis into clear, decision-ready insights and recommendations for senior leaders and non-technical audiences.
• Proficiency with survey and reporting platforms such as Qualtrics, including survey programming, testing, deployment, dashboard development, and ongoing reporting.
• Demonstrated commitment to research rigour, ethics, data integrity, and quality assurance.

What will make you stand out:

• Bilingualism in English and French.
• Experience developing market sizing, segmentation, opportunity analysis, predictive modelling, or choice-modelling studies.
• Experience establishing or advancing research standards, governance, documentation, and best practices.
• Experience providing methodological direction and quality oversight to external research suppliers or partners.
• Experience coaching colleagues, sharing research best practices, or strengthening research capability across an organization.
• Experience applying Generative AI or other emerging analytical tools responsibly, with appropriate attention to ethics, privacy, quality, and data integrity.

Eligibility:

EDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canada at the time of application (Canadian Citizens or Permanent Residents). Candidates must meet the requisite government security screening requirements. Internal applicants must also meet EDC's eligibility criteria for applying to internal opportunities. For more information, please refer to Section 2.1 in the Talent Acquisition Standard, available on LINK under the Resources tab in the Policies & Procedures section. The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date. The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date.

This position is open to individuals who meet all the essential criteria outlined above and submit their applications by the closing date. Ready to make a difference? This is your chance to join a dynamic, growing team and leave your mark on our organization, development finance, and the world.

Apply today!

Want to learn more about EDC? Check our website at https://www.edc.ca