Manager, Customer Research and Experience Analytics

Ontario Cannabis Store; Toronto; Hybrid; CAD 110,000 - 120,000; Full time

Job summary

A provincial cannabis retailer in Toronto is seeking a Manager of Customer Research and Experience Analytics. This role involves leading a team to enhance customer experience through data analysis and UX research initiatives. The ideal candidate possesses strong leadership and analytical skills and has at least 3 years in a relevant analytics leadership role. The organization offers a hybrid work schedule and a competitive salary range of CAD $110,000-$120,000.

Qualifications

• 3+ years of leadership experience in analytics and research.
• Experience in the public sector or retail is preferred.
• Strong ability to provide insights-based guidance.

Responsibilities

• Develop and lead a CX data strategy to enhance customer experience.
• Define KPIs and implement data collection processes.
• Analyze customer feedback to uncover trends.

Skills

Leadership

Analytical skills

Communication skills

Customer experience analysis

Data governance

Education

Post-Secondary education in a related area

Tools

Microsoft Power BI

SQL

Microsoft Excel

Job description

About Us

The Ontario Cannabis Store provides safe, responsible access to recreational cannabis for adults 19 and older. We operate the sole legal online store for recreational cannabis in Ontario and are the provincial wholesaler of cannabis for private retail stores.

Working at the OCS is a unique opportunity to be part of an agile start-up in a ground-breaking new industry. We’re a diverse team passionate about delivering a great customer experience, working together with mutual respect and building value out of our differences. We’re an inclusive organization that understands that delivering great results comes out of ensuring every voice is heard.

About the Role

We’re looking for a Manager, Customer Research and Experience Analytics to lead a team of analysts focused on sales and user experience performance across both B2B and B2C channels.

This role oversees UX research initiatives including surveys, interviews, and behavioral data analysis designed to capture insights from digital platform usage and customer interactions.

On the performance analytics side, the Manager acts as a product owner, partnering with Customer Experience teams to gather business requirements and apply expertise in retail, wholesale, and eCommerce KPIs. They collaborate closely with the OCS data team and cross-functional analysts to develop dashboards, monitor trends, and translate data into meaningful insights for business leaders and senior leadership.

About Your Day

• Develop and lead a CX data strategy to enhance customer satisfaction and experience.
• Define KPIs and implement data collection processes in collaboration with cross-functional teams.
• Analyze customer feedback and behavior to uncover trends and improvement opportunities.
• Use customer segmentation to deliver targeted insights and recommendations.
• Establish data governance standards, including data quality, lineage, and privacy protocols.
• Oversee UX research for B2B and B2C segments, prioritizing projects and ensuring timely delivery.
• Lead usability testing, surveys, and interviews to understand user behavior and preferences.
• Create dashboards and reports to communicate insights and recommendations to stakeholders.
• Report on retail and eCommerce KPIs to support strategic decisions across channels.
• Prepare business requirements and project plans for CX initiatives.
• Build and manage the CX reporting strategy, delivering regular performance reports.
• Partner with IT to ensure accurate data capture and reporting processes.
• Use BI tools (e.g., Power BI, Looker) to deliver self-serve and interactive analytics.
• Manage and mentor a team of analysts and researchers, fostering an insights-driven culture.
• Align analytics initiatives with business goals in collaboration with senior leadership, product, and strategy teams.
• Promote team development through training and continuous learning.
• Stay up to date on analytics trends, tools, and best practices.

About You

• Completion of Post-Secondary education in a related area of study OR equivalent combination of experience and post-secondary education
• 3+ years of experience at a leadership level working in analytics and research
• Experience within the public sector or retail is preferred
• Strong leadership and analytical skills, with a proven track record of providing insights-based guidance to team members and achieving strategic goals
• Exceptional verbal and written communications skills
• Microsoft Power BI
• SQL
• Microsoft Excel (Intermediate)
• Microsoft Power BI Certification is an asset

About the Job

• This position currently offers a hybrid work schedule. The current in office requirement is a minimum of 3 days/week (may be more depending on business needs). The OCS office is located near York Mills and Yonge Street. However, OCS reserves the right to change this policy and its office location at any time.
• City: Toronto, ON
• Employment Type: Full-Time, Permanent
• Required Travel: Rare, usually within the GTA

Compensation

The target hiring range for this position is $110,000-$120,000. This is a pay grade 7 role, with a salary range of $ 82,623.96 - $123,507.59 . Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

We are committed to providing an accessible, equitable and inclusive candidate and employee experience. We provide reasonable accommodation throughout the recruitment process and in employment. If you require an accommodation please let us know, we will work with you to meet your needs.