Sr. CX and Market Insights Manager 074 EN

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

Join the EDC Team!

At EDC we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets reduce risks all towards the goal of making Canada and the world better through trade.

Position: Sr. CX and Market Insights Manager

Employment Type:Permanent

• Customer Experience 18: Salaries typically range from $96557 to $128743 annually based on qualifications and experiences plus a performance-based incentive.

• 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 EDCs 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.

Internal Employees please consult the ServiceNow article entitled Internal movements what you need to know.

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.

• 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 Fridays & 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.

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 EDCs 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.

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 techniquesincluding significance testing correlation regression segmentation factor analysis predictive propensity modelling integrated modelling choice modelling journey or pathway analysis weighting and driver analysisto 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 EDCs 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 of findings helping stakeholders understand implications trade-offs and recommended actions.
• Share insights best practices and learnings across the organization to strengthen customer and market understanding and build research literacy.

Research Practice Leadership & Governance

• Establish and uphold research standards governance definitions and best practices to ensure methodological rigour consistency comparability and responsible use of data.
• Advance EDCs CX and market insights practice by introducing improved methods tools and ways of working and by monitoring developments in research and analytics.
• Document methodologies assumptions limitations findings and key stakeholder interactions clearly to support transparency reuse and continuous improvement.
• Provide expert guidance coaching and constructive methodological challenge to colleagues and partners strengthening the quality of research delivered across the organization.

• Minimum seven (7) years of progressively responsible experience in quantitative customer insights market research CX research marketing research or a related insights function including experience leading complex research initiatives.
• Postsecondary degree in market research statistics social sciences or a related discipline or an equivalent combination of education and relevant experience.
• Demonstrated experience designing and leading end-to-end quantitative research including defining research questions developing survey instruments designing samples assessing data quality selecting appropriate analytical methods and communicating methodological limitations.
• Advanced experience analyzing quantitative data using SPSS or comparable statistical software including techniques such as significance testing regression segmentation weighting driver analysis factor analysis predictive modelling or choice modelling.
• Demonstrated ability to integrate primary research with operational behavioural secondary or market data to generate actionable customer and market insights.
• Experience developing managing or evolving customer brand market or experience measurement frameworks such as NPS brand health customer journey or longitudinal tracking programs.
• Demonstrated ability to translate complex analysis into clear decision-ready insights and recommendations for senior leaders and non-technical audiences.
• Proficiency with survey and reporting platforms such as Qualtrics including survey programming testing deployment dashboard development and ongoing reporting.
• Demonstrated commitment to research rigour ethics data integrity and quality assurance.

• Bilingualism in English and French.
• Experience developing market sizing segmentation opportunity analysis predictive modelling or choice-modelling studies.
• Experience establishing or advancing research standards governance documentation and best practices.
• Experience providing methodological direction and quality oversight to external research suppliers or partners.
• Experience coaching colleagues sharing research best practices or strengthening research capability across an organization.
• Experience applying Generative AI or other emerging analytical tools responsibly with appropriate attention to ethics privacy quality and data integrity.

EDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canada at the time of application (Canadian Citizens or Permanent Residents). Candidates must meet the requisite government security screening requirements. Internal applicants must also meet EDCs eligibility criteria for applying to internal opportunities. For more information please refer to Section 2.1 in the Talent Acquisition Standard available on LINK under the Resources tab in the Policies & Procedures section.The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date.

This position is open to individuals who meet all the essential criteria outlined above and submit their applications by the closing date. Ready to make a difference This is your chance to join a dynamic growing team and leave your mark on our organization development finance and the world.

Apply today!

Want to learn more about EDC Check our website at

Export Development Canada (EDC) is dedicated to fostering employment equity and building a diverse workforce. We are committed to creating a safe and inclusive environment that respects people from all cultures backgrounds and abilities. At EDC we nurture a culture of inclusion and belonging where everyone has equal opportunity to grow develop succeed and be their truest selves.

We actively encourage applications from women Indigenous peoples visible minorities persons with disabilities and members of the 2SLGBTQI community.

Your application must clearly demonstrate how you meet all the requirements. We thank all applicants interest in a career at EDC; however only those selected for an interview will be contacted. Please note that qualified candidates may be considered for similar roles at this level within EDC.

EDC recognizes that disclosing the need for accommodations can be a personal matter. Please know that as an organization we are committed to maintaining confidentiality and ensuring that any accommodations provided are tailored to support your needs. Our aim is to ensure you have a comfortable and positive experience throughout the recruitment process so please do not hesitate to contact us directly for any accommodation requests at . We are here to support you every step of the way.

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Required Experience:

Manager