Voice of Customer Manager

OLG; Toronto; On-site; CAD 78,000 - 118,000; Full time

Job summary

A leading gaming and lottery organization in Toronto is looking for a Voice of Customer Program Manager. This role will oversee the design and management of the VoC program, focusing on customer insights and satisfaction improvement. The ideal candidate will have over 3 years of experience in managing VoC programs and a strong background in customer experience metrics. This position offers comprehensive benefits and requires full onsite work. Join this team to contribute to enhancing customer experiences across the enterprise.

Benefits

Group Benefits Plan

Public Service Pension Plan

Growth Focus

Comprehensive Learning

Equity, diversity, and inclusion initiatives

Qualifications

• 3+ years managing Voice of Customer programs.
• 2+ years in Customer Experience or related role.
• Strong understanding of CX strategy and key metrics like NPS and CSAT.

Responsibilities

• Own day‑to‑day VoC program operations for specific listening posts.
• Lead cross‑functional planning and execution of VoC initiatives.
• Design and optimize automated closed‑loop feedback processes.

Skills

Research & Survey Design

Dashboards, Insights & Analytics

Communication and Collaboration

Project Management and Execution

Education

Post‑secondary degree in customer research, business, statistics, or social sciences

Tools

Qualtrics

Medallia

Job description

Range: 78,400.00 - 117,600.00 CAD

Job Description

Voice of Customer Program Manager

We are ready to take this game to the next level and need someone passionate to be a key role in the design, management, and continuous evolution of a best‑in‑class VoC program across the enterprise. This role leads the development and execution of specific listening posts within a comprehensive customer feedback management system that uncovers customer needs, pain points, and opportunities across channels to drive improvements in customer satisfaction and loyalty. The VoC Program Manager collaborates closely on both the technical and project aspects of program design and implementation, ensuring seamless integration with CX platforms and data systems. They play a pivotal role in influencing the product roadmap, optimizing customer journeys, and enabling cross‑functional teams to act on insights that enhance the overall customer experience.

YOUR ROLE IN THE GAME

Reporting to the Senior Manager, Enterprise Voice of Customer, you will be empowered to:

Program Management & Governance

• Own day‑to‑day VoC program operations for specific listening posts, including survey deployments, data quality, access management, and response monitoring.
• Lead cross‑functional planning and execution of VoC initiatives, including continuous optimization of listening posts, and CSAT performance tracking and action planning.
• Work closely with teams across marketing, product, customer care, retail, analytics, CX and insights to embed VoC insights into decision‑making.
• Maintain governance documentation, playbooks, risk assessments, and ensure compliance with data privacy and ethical standards.

Optimize Customer Feedback Channels

• Design and continuously refine listening strategies across the customer journey using a mix of methods (e.g., app intercepts, email surveys) and data sources (e.g., surveys, call logs, social), ensuring insights are purposeful, actionable, and connected to key moments that matter and drive business outcomes.
• Apply A/B testing, sampling methodologies, and targeting rules to improve data quality and reduce survey fatigue.
• Ensure all listening activities align with governance standards and regulatory requirements.

Data & Insights

• Track, monitor and analyze key CX metrics and KPIs across touchpoints.
• Conduct root cause analysis to uncover drivers of satisfaction, pain points, and emerging trends.
• Apply advanced analytics (e.g., regression, clustering, sentiment scoring) and integrate VoC data with operational and behavioral data – supporting predictive modeling and proactive experience design.
• Leverage AI and conversational analytics tools to extract deeper insights.
• Develop dynamic dashboards and insight reports that translate data into compelling, actionable stories, empowering stakeholders to make informed decisions.

Drive Change and Measure Impact

• Partner with internal product stakeholders to identify friction points and track resolution progress.
• Design and optimize automated closed‑loop feedback processes, monitoring resolution effectiveness and sentiment shifts.
• Create business cases and CX impact stories that demonstrate the value of customer‑driven improvements.

WHAT YOU BRING TO THE GAME

Education & Experience

• Post‑secondary degree/diploma or equivalent in a relevant discipline such as customer research, business, statistics, or social sciences
• Strong understanding of CX strategy and key customer metrics, including NPS, CSAT, and CES
• Knowledge of research methodology, including survey design, sampling strategies, and bias mitigation
• Understanding of data privacy and compliance considerations in customer feedback programs
• Knowledge of integrating VoC data with CRM, BI, and operational systems to enable closed‑loop feedback
• Familiarity with the offline and online gaming and/or retail industry is an asset
• 3+ years managing Voice of Customer programs, and 2+ years in Customer Experience, Customer Insights, or a related role
• Proven track record of driving measurable impact through VoC and CX initiatives
• Demonstrated ability to scale VoC programs from pilot to enterprise‑wide initiatives
• Experience developing and implementing VoC governance and maturity frameworks
• Hands‑on experience with customer experience management platforms such as Qualtrics and Medallia training certifications is an asset
• Experience using Qualtrics machine learning tools and AI models including Topics in TextIQ and Conversational Analytics in XM Discover is an asset

Relevant Skills

• Research & Survey Design – skilled in designing effective surveys using best practices in research methodology; ability to evaluate and apply sampling strategies and mitigate bias in feedback collection
• Dashboards, Insights & Analytics – proficient in dashboarding, storytelling, and translating feedback into strategic insights; experience with root cause analysis, predictive modeling, and sentiment analytics
• Communication and Collaboration – strong communicator with ability to influence stakeholders and drive cross‑functional alignment; experienced in enabling teams to act on VoC insights
• Project Management and Execution – detail‑oriented with strong project management skills; able to manage competing priorities in a fast‑paced environment; committed to continuous improvement and customer‑centric innovation

BENEFITS OF JOINING THE WINNING TEAM

• Group Benefits Plan: Eligible employees and dependents have access to comprehensive, employer‑paid group benefits coverage (permanent employees only).
• Public Service Pension Plan: Participation in a highly desirable defined benefit pension plan.
• Variable Pay Program: Participation in a performance‑based incentive plan that recognizes organizational and individual achievements (permanent employees only).
• Paid Time‑Off: Competitive paid time‑off provisions to support work‑life balance and well‑being.
• Growth Focus: Become your best self with access to new opportunities and personalized support programs.
• Comprehensive Learning: 24/7 access to robust online learning programs.
• Equity, diversity, and inclusion: Core to OLG’s culture, empowering employees to bring their authentic selves and make a meaningful impact across Ontario.

To learn more about our organization and other opportunities visit our career site.

We look forward to hearing from you, interested applicants please apply online by February 12, 2026.

Please Note: Unless otherwise specified, all positions are required to work fully onsite.

OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at [e-mail] if you require accommodation at any time throughout the hire process.

We welcome applicants from all backgrounds and experiences. If you bring relevant skills and a willingness to learn, we encourage you to apply—even if you don’t meet every listed qualification. We sincerely appreciate your interest; while we are unable to contact everyone, those selected for the next steps will be notified.

We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.

Personal information is collected by the Ontario Lottery & Gaming Corporation (OLG) and/or its third‑party service provider(s) under the authority of the Ontario Lottery and Gaming Corporation Act, 1999, SO 1999, c 12, Sch L and the Employment Standards Act, 2000, S.O. 2000, c. 41 (as amended) and will be used for the purpose of determining qualifications for employment with OLG and for recruitment modernization initiatives. The information will be managed in accordance with all applicable laws, OLG’s Protection of Privacy Policy (the Policy) and related policies and procedures. For any questions about this collection, please contact [e-mail], 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2.