Senior Advisor - Insights (100612)

WestJet; Calgary; Hybrid; CAD 80,000 - 110,000; Full time

Job summary

WestJet is seeking a Senior Advisor, Insights to enhance guest experiences through research and strategic insights. This pivotal role combines analytical capabilities and customer experience expertise to inform journey improvements. The advisor will lead research initiatives and collaborate with internal teams to drive member engagement and satisfaction. Successful candidates will possess significant experience in CX, ideally from service or loyalty-focused industries, and be adept at using advanced analytical tools.

Benefits

Travel privileges for you and your family

Flexible savings and benefit programs

Fun and friendly culture

Qualifications

• Minimum 5–7 years’ experience in a CX, UX, or insights-related role.
• Proven expertise in survey design, qualitative and quantitative analysis.
• Excellent written and verbal communication skills, storytelling through data.

Responsibilities

• Lead research to enhance loyalty/member experience across the lifecycle.
• Serve as primary research lead in cross-functional journey mapping.
• Develop and maintain compelling reporting outputs for diverse audiences.

Skills

Analytical capability

CX research expertise

Strategic thinking

Stakeholder engagement

Education

Bachelor’s degree in Market Research, Business Analytics, Psychology, or related discipline

Master’s degree

Tools

SPSS

Power BI

Tableau

Qualtrics

Excel

Job description

Employment Type:Full-time Regular

City:Calgary, AB (YYC)

Posting Open Date: 06/27/2025

PostingClose Date: 07/11/2025 (Please note the posting will close at 11:59pm MST)

Why WestJet:

Every WestJet journey has the potential to enrich lives; a career with us is no exception.

WestJet arrived on the Canadian airline scene in 1996 and changed the industry for the better. We made air travel more affordable for Canadians and now we're going global.

Please note:

This is a hybrid work position that can be based in Calgary Alberta or Toronto Ontario and requires in-office collaboration 3 business days per week.

Join us, this is where your career story takes off.

Overview of role:

We’re seeking a Senior Advisor, Insights to join WestJet’s Strategic Insights Team with a specialized focus on loyalty and guest experience. This is a pivotal role responsible for advancing our understanding of the end-to-end guest journey and surfacing insights that shape how we design and deliver remarkable experiences. You’ll lead high-impact research across touchpoints — including loyalty, day-of-travel, and digital — and guide journey improvement through a structured insights-to-action framework.

This position requires a strong blend of analytical capability, CX research expertise, and strategic thinking. You'll be deeply embedded in WestJet's experience transformation efforts, contributing to journey mapping initiatives, championing the voice of the guest, and partnering closely with Experience Designers, Loyalty, and operational teams to bring insights to life.

Key deliverables include:

1. Loyalty & Member Experience Research

• Lead research to understand and enhance the loyalty/member experience across the lifecycle.
• Own and evolve the MSAT (Member Satisfaction) program, ensuring strong alignment to business priorities.
• Use quantitative and qualitative methods to uncover insights that drive member engagement, retention, and satisfaction.
• Translate findings into actionable recommendations in partnership with the Loyalty and Marketing teams.

2. Journey Mapping & Experience Design Support

• Serve as the primary research lead in cross-functional journey mapping efforts.
• Partner with Experience Designers and Experience Owners to diagnose pain points, elevate moments of delight, and influence redesign efforts using data and narrative.
• Leverage tools such as digital intercepts, day-of-travel surveys, and operational data to produce a holistic view of the guest journey.
• Contribute to and evolve WestJet’s insights-to-action framework, ensuring experience insights are embedded into the journey governance processes.

3. Cross-Functional Collaboration & Stakeholder Engagement

• Act as a strategic insights partner to key internal teams including Guest Experience, Contact Centre, Loyalty, and Digital.
• Proactively influence and inform decision-making with clear, concise, and business-relevant insights.
• Participate in and help facilitate journey mapping workshops, insight synthesis sessions, and alignment forums.

4. Reporting & Insights Communication

• Develop and maintain compelling reporting outputs for executive, operational, and design audiences.
• Document research methodologies, findings, and outcomes to support organizational learning and continuous improvement.
• Continuously seek new ways to visualize and communicate insights for greater impact.

Education and qualifications:

• Bachelor’s degree in Market Research, Business Analytics, Psychology, or related discipline (Master’s degree an asset).
• Minimum 5–7 years’ experience in a CX, UX, or insights-related role, ideally within a service or loyalty-focused industry.
• Proven expertise in survey design, qualitative and quantitative analysis, and journey-based research.
• Advanced proficiency in analytics and research tools such as:
  • SPSS, Q Research, or R for statistical analysis
  • Power BI or Tableau for data visualization and dashboarding
  • Excel (advanced functions and pivoting)
  • Qualtrics, Medallia, Theydo or similar CX platforms
• Strong understanding of journey mapping, experience design, and customer-centric frameworks.
• Ability to confidently influence cross-functional stakeholders and present to senior leadership.
• Excellent written and verbal communication skills, with a focus on storytelling through data.
• Highly organized, self-motivated, and able to manage multiple projects with agility and attention to detail.

The benefits of being aWestJetter:

WestJet provides allWestJetterswith a competitive total rewards package. On top of that, we offer:

• A fun and friendly culture with colleagues who work together to win
• Travel privileges for you and your family, effective from your start date
• Savings and Benefit programs that are flexible to meet your specific needs

Think we are a fit? Apply now!

About WestJet Group of Companies

Together with WestJet's regional airline, WestJet Encore, we offer scheduled service to more than 100 destinations in North America, Central America, the Caribbean and Europe and to more than 175 destinations in over 20 countries through our airline partnerships.

Our Safety Promise

At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. As safety and security is a shared responsibility, it is expected that you will use safe work practices to ensure your well-being and the safety of others.

WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk. All roles that are identified as safety sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's Alcohol and Drug Policy.

Our Commitment to Diversity and Inclusion

We embrace what makes us each unique, and what makes us uniquely WestJet – and that is our people. WestJet is committed to creating an inclusive workplace that celebrates our differences by way of diversity, equity, and inclusion. As an equal opportunity employer, we want to you bring your full self to work and feel appreciated for your contributions.

At WestJet, we welcome unique skills, experiences, and backgrounds - if you’re passionate and excited about this role, we encourage you to apply even if you do not meet every single qualification in the posting. We are committed to inclusivity, equity, and accessibility in the selection process. If you require an accommodation during the recruiting process, please let our Talent Acquisition team know.

We thank all applicants for their interest in WestJet; however, only those candidates who are selected will be contacted.

For more information about everything WestJet, please visit WestJet.com.

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