Voice of Customer Platform & Program Lead (Medallia)

Canadian Tire Financial Services; Toronto; On-site; CAD 90,000 - 105,000; Full time

Benefits offered by this job

Store discounts

Triangle Learning Academy

Profit Sharing

Retirement savings program

Mental health benefits

Job summary

Canadian Tire Financial Services in Toronto, ON is seeking an Associate Manager for the Voice of Customer Platform & Program. You will own day-to-day operations, governance and stakeholder support for the Medallia platform, driving adoption and data-driven improvements.

You will partner across banners, Dealers, Store Operations and IT to ensure governance, privacy and performance. The role emphasizes analytics, program management and cross-functional leadership to maximize customer insights

Qualifications

• University degree or equivalent experience in Business, Customer Experience, Research, Analytics or a related field.
• 3–5+ years of experience in customer insights, Voice of Customer, customer experience platforms, platform administration, program management or a related discipline.
• Strong analytical, problem-solving and stakeholder management skills.
• Experience managing cross-functional initiatives and working with external vendors.
• Ability to balance operational execution with strategic thinking and continuous improvement.
• Excellent communication, facilitation and relationship-management skills.
• Hands-on experience with Medallia — or a similar enterprise Voice of Customer, customer feedback or customer experience management platform — is required.

Responsibilities

• Own day-to-day Voice of Customer platform operations, including user provisioning, account management, access requests, troubleshooting and support.
• Manage support requests, data requests, survey inquiries, reporting needs, and platform-related issues.
• Coordinate annual platform processes and maintain program documentation, user guides and training materials.
• Support privacy and customer data requests in partnership with Privacy and IT teams.
• Act as the business owner for the Voice of Customer platform and program, ensuring effective governance, performance and adoption across the organization.
• Manage stakeholder relationships across banners, Dealers, Store Operations, Contact Centres and Corporate teams.
• Coordinate with external platform vendors and internal partners on platform enhancements, issue resolution and roadmap priorities.
• Lead training, onboarding and stakeholder support activities to improve user adoption, stakeholder confidence and platform effectiveness.
• Support reporting, analytics, text analytics and closed-loop feedback capabilities to help stakeholders leverage customer feedback.
• Monitor survey performance, platform health, user adoption and data quality, identifying opportunities for improvement.
• Drive continuous improvement initiatives that enhance customer listening capabilities, reporting, closed-loop feedback processes and overall program effectiveness.
• Partner with Customer Research to identify opportunities to generate greater business value from customer feedback data.

Skills

Medallia

Stakeholder management

Analytical skills

Cross-functional collaboration

Communication

Problem-solving

Education

University degree or equivalent

Job description

Canadian Tire Financial Services in Toronto, ON is seeking an Associate Manager for the Voice of Customer Platform & Program. You will own day-to-day operations, governance and stakeholder support for the Medallia platform, driving adoption and data-driven improvements.

You will partner across banners, Dealers, Store Operations and IT to ensure governance, privacy and performance. The role emphasizes analytics, program management and cross-functional leadership to maximize customer insights