CX Insights Team Lead – Strategy & Coaching

Porter Airlines Inc.; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

A leading airline company in Toronto seeks a Team Lead for CX Intelligence Analysis. This role bridges hands-on analysis and strategic leadership, guiding a team of analysts while ensuring insights shape customer strategies. The ideal candidate will have a Bachelor’s degree and over 5 years’ experience in CX or analytics. Strong leadership and communication skills are essential. This position supports a hybrid work model from the downtown office.

Qualifications

• 5+ years of progressive experience in CX, analytics, or research.
• Proven ability to mentor and guide less experienced analysts.
• Excellent communication and presentation skills.

Responsibilities

• Recruit, hire, lead, and coach a small group of CX intelligence analysts.
• Own the CX intelligence strategy and roadmap.
• Lead complex user research studies and A/B testing programs.

Skills

CX analysis

Team leadership

Strategic thinking

Stakeholder management

Communication

Education

Bachelor’s degree in a related field

Tools

Digital VOC tools

Job description

A leading airline company in Toronto seeks a Team Lead for CX Intelligence Analysis. This role bridges hands-on analysis and strategic leadership, guiding a team of analysts while ensuring insights shape customer strategies. The ideal candidate will have a Bachelor’s degree and over 5 years’ experience in CX or analytics. Strong leadership and communication skills are essential. This position supports a hybrid work model from the downtown office.