Sr. CX and Market Insights Manager - 074 EN

Position

Sr. CX and Market Insights Manager

Employment Type: Permanent

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.

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

About EDC

At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.

Why Join EDC?

Comprehensive Benefits: EDC offers a competitive compensation & benefits package, work-life balance, & the opportunity to help make Canada and the world better through trade.

Work-Life Balance: EDC offers a competitive compensation package & work-life balance. We have hybrid work options, 3 to 4 weeks paid vacation, a corporate closure period, summer early Friday's & no meeting Fridays.

Professional Development: Take advantage of our continuous learning opportunities, including training programs, workshops and language training.

Inclusive Culture: Be part of a diverse and inclusive workplace that champions employment equity & values diversity of ideas, strengths, & backgrounds to succeed.

Wellness Programs: Access to wellness initiatives, mental health support, and fitness programs to keep you healthy and happy.

Community Engagement: Participate in volunteer opportunities and give back to the community through our various social responsibility programs.

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…