Customer Experience Research Analyst

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.

• Analyze customer feedback and experience data for trends and improvement opportunities
• Conduct qualitative and quantitative research on customer needs
• Translate CX measures and operational data into recommendations
• Develop CX programs, dashboards, reports, and scorecards
• Coordinate vendor-supported research initiatives and stakeholder communication

• Related university degree or college diploma
• Minimum three years of research, analytics, or CX experience
• Experience with focus groups, performance measurement, and service improvement
• Expertise with Power BI, Tableau, or similar visualization platforms
• Strong analytical, advisory, communication, and report writing skills

Bring research, dashboard development, and customer experience measurement expertise to MPAC’s Ontario-wide public service mission.