Customer Experience Research Analyst

MPAC

Turn customer and operational data into actionable insights as an MPAC Customer Experience Research Analyst with flexible work locations, including remote options. Apply qualitative and quantitative research skills to improve customer experiences across Ontario.This permanent analyst position supports decisions through research, performance measurement, and data visualization. You will analyze customer feedback, conduct research, monitor CX metrics, and communicate recommendations to stakeholders. The role requires experience with dashboards, digital analytics, and multiple data sources.Key Responsibilities:
Analyze customer feedback and experience data for trends and improvement opportunitiesConduct qualitative and quantitative research on customer needsTranslate CX measures and operational data into recommendationsDevelop CX programs, dashboards, reports, and scorecardsCoordinate vendor-supported research initiatives and stakeholder communicationRequirements:
Related university degree or college diplomaMinimum three years of research, analytics, or CX experienceExperience with focus groups, performance measurement, and service improvementExpertise with Power BI, Tableau, or similar visualization platformsStrong analytical, advisory, communication, and report writing skillsBring research, dashboard development, and customer experience measurement expertise to MPAC’s Ontario-wide public service mission.
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