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$81,990 - $106,140 per annum

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

Mandate

The Senior Customer Insights Advisor is a Customer Experience professional who contributes towards the development of the design of the customer experience underpinning all the touchpoints affecting the customer journey, with the purpose of promoting public transit use, improving travel choices and experiences on Metrolinx services, and promoting consistent practices throughout the region.

Key Responsibilities

• Develops customer experience recommendations and plans, grounded in analytics and research that are focused on customer retention and new rider acquisition, with the aim to further define and improve the Metrolinx customer journey
• Uncovers customer needs and expectations related to Metrolinx products and services (e.g. GO buses/trains, UP Express) by executing customer journey maps and analysing other sources of data
• Collaborates with Customer Insights staff (Customer Analytics, Market Research teams) to uncover insights about customer needs and expectations (e.g. customer surveys, focus groups, analytics)
• In the spirit of continuous improvement, remains aware of the changing needs of customers, market conditions and competitor initiatives to promote leading industry practices and revise customer experience plans accordingly
• Continuously gathers and analyses customer experience analytics to gain insights, drive customer acquisition and retention, and improve customer satisfaction
• Works with other groups within Metrolinx (e.g. Sponsor Office, Planning, Design, Capital Projects, Development, Customer Service delivery) to bring forward customers’ insights, to influence project work that impacts the customer experience
• Supports collaboration of stakeholders and transit agencies in order to promote consistent customer experience practices
• Provides support and guidance to Customer Insights Advisors on the development and implementation of customer experience recommendations, plans, and analytics

Location: 10 Bay Street, Toronto

Qualifications

• Completion of a degree in Business Administration, Marketing or a related discipline – or a combination of education, training and experience deemed equivalent
• Six (6) years of experience in customer experience design, usability testing, cognitive ergonomics, human-centered design or related fields
• Knowledge of customer experience design and testing methodologies, analytics, best practices, tools and technology to determine customer needs, create strategies and develop effective products
• Creative and strategic thinker, with experience developing customer experience strategies and plans for a large organization
• Project management skills, including work planning, monitoring and evaluation expertise to manage multiple projects with competing priorities and tight deadlines
• Written communication skills to prepare strategy documents and plans
• Verbal communication skills to collaborate with a variety of staff across the Marketing division, other divisions within Metrolinx and to solicit information from Metrolinx’s customers regarding their customer experience journeys
• Knowledge of the transit/transportation sectors

To  apply  for  this  position,  please  submit  your  resume  online,  through  the  Current  Opportunities  page (https://metrolinx.taleo.net/careersection/ex/jobdetail.ftl?job=CUS005W&lang=en) on our website, no later than November 30, 2019.   

Please note that applicants must be legally entitled to work in Canada. Accommodation will be provided throughout the hiring process, as required.  Applicants must make their needs known in advance.

Please be advised, Metrolinx uses email to communicate with their applicants for open job competitions.  A Criminal Record Search may be required of the successful candidate. Should it be determined that any background information provided be misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.  Accommodation will be provided throughout the hiring process, as required.

AN EQUAL OPPORTUNITY EMPLOYER                                                

Issued: November 13, 2019

www.metrolinx.com