Customer Experience Research Analyst

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Location:

To Be Determined, ON, CA

Type of Position:
Permanent

Number of Positions: 1

Salary Min: $79,990.00

Salary Max: $94,138.00

Do you want to be part of a team helping to strengthen every community across Ontario? Are you interested in seeing the importance of your work firsthand?

Become a Customer Experience Research Analyst
with MPAC

The Municipal Property Assessment Corporation (MPAC) is made up of a team of experts who understand local communities and assess every property in Ontario. What we do provides the very foundation that municipalities use to base the property taxes needed to pay for the services we use every day.

Equity, Diversity, Inclusion and Anti-Racism

MPAC is committed to Equity, Diversity, Inclusion and Anti-Racism. We are taking important steps towards ensuring that all voices are respected, valued and being heard. MPAC is dedicated to fostering an environment where employees can bring their full, unique and authentic selves and are inspired to do their best work.

What makes you great for the
role?

You are a customer experience (CX) research and insights professional who turns complex customer and operational data into insights that inform decisions and improve CX. You bring expertise in qualitative and quantitative research, performance measurement, and data visualization, and communicate findings and recommendations effectively to stakeholders.

We Have:

• A team of highly skilled, dedicated and collaborative staff
• Leadership that supports you
• An enterprise that embraces change
• A work environment that has flexible work locations (including remote), hours of work and overall employee wellness support

You Have:

• Completion of post-secondary education (university degree or college diploma) in a related field, such as Statistics, Business, Communications, Mathematics, Market Research, or Customer Experience
• Minimum 3 years of experience in research, analytics, customer experience, or a related analytical/advisory role
• Experience in qualitative and quantitative research, problem-solving, and focus groups to assess business issues and support service improvement and performance measurement
• Experience analyzing data from multiple sources to develop reports, dashboards, presentations and actionable insights
• Strong analytical, problem-solving, critical-thinking, and advisory skills, including identifying patterns and communicating insights
• Advanced knowledge of customer experience concepts, metrics, and best practices to support evidence-based decisions
• Expertise developing and maintaining dashboards using BI and data visualization platforms such as Power BI or Tableau
• In-depth understanding of digital analytics tools such as Google Analytics
• Strong organizational skills and ability to manage multiple research projects, priorities, and deadlines
• Excellent verbal communication, presentation, and interpersonal skills to present findings and build stakeholder relationships
• Excellent report writing skills, including recommendations, briefing materials, business cases, and executive‑ready summaries
• Strong attention to detail and time management skills
• Ability to work collaboratively across priorities
• Advanced proficiency in Microsoft Office applications and ability to develop standardized reporting routines

Nice to Have:

• Familiarity and experience with CRM systems and different platforms

What you will do:

• Analyze customer feedback and experience data to identify trends, issues, and improvement opportunities
• Conduct qualitative and quantitative research to understand customer needs and evaluate experience outcomes
• Translate research findings, CX measures, and operational data into actionable insights and recommendations
• Monitor CX metrics across channels to identify trends and measure outcomes
• Contribute to CX measures, scorecards, and reporting frameworks
• Develop and maintain CX programs, metrics, dashboards, and reports, ensuring data accuracy and consistent methodologies
• Conduct ad‑hoc research, analysis, and reporting to address business questions and emerging CX issues
• Manage data preparation, validation, integration, and quality checks across multiple data sources
• Coordinate vendor‑supported research initiatives, including project administration, deliverable reviews, and stakeholder communication
• Analyze customer journeys and personas to identify needs, issues and improvement opportunities
• Provide advice on industry trends and best practices
• Perform related duties supporting CX…