Team Lead, CX Intelligence Analysis

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

Job Summary

The Team Lead, CX Intelligence Analysis is a “player-coach” who guides the CX Intelligence practice for a specific business unit or product line. This role is a bridge between hands‑on analysis and strategic leadership, focusing on translating insights into a cohesive strategy. The Team Lead Analyst is responsible for the overall insight generation process and plays a key role in shaping the business’s understanding of its customers.

Duties & Responsibilities

• Recruit, hire, lead, and coach a small group of CX intelligence analysts, including performance feedback and career development.
• Own the CX intelligence strategy and roadmap for a product or a group of business units.
• Translate business questions into a comprehensive research and analysis plan.
• Lead complex user research studies and advanced A/B testing programs.
• Collaborate with senior product and business leadership to embed insights to shape the customer strategy and contribute to the overall business roadmap.
• Manage key stakeholder relationships, ensuring insights are delivered and acted upon.
• Drive the continuous improvement of research methodologies, data collection processes, and reporting standards.
• Act as a key liaison between the analytics team and other departments.
• Be an active member of the cross‑functional Data Community of Practice fostering collaboration, best practices, and adoption of data‑driven decision‑making.
• Actively participate in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy.

Behavioural Competencies

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications

• Bachelor’s degree in a related field, required.
• 5+ years of progressive experience in CX, analytics, or research, with a track record of leading significant projects, required.
• Advanced expertise with digital and VOC tools, required.
• Proven ability to mentor and guide less experienced analysts.
• Strong strategic thinking and problem‑solving skills.
• Excellent communication, presentation, and stakeholder management skills.
• Experience leading a team or function in a data‑driven enterprise, an asset.

Location

Toronto Downtown Office (250 Yonge Street) #LI-Hybrid

Company Description

Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and X.