Job Description
Referred applicants should not apply directly to this role.
All referred applicants must first be submitted through Workday by a current Loblaw Colleague.
Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country’s largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.
At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.
In this role, you would be a part of the Customer Centre of Excellence (CCOE) team that has a mandate to know our customers better than anyone, and to create a customer centric culture. Our mission is to guide and inform the company on how to design and build high-quality human-centered experiences. You would strive to communicate and incorporate the customer’s thoughts and approaches into everything that our business does.
As Analyst, Customer Voice, you will help to bring consumers’ voices to the table through a deep understanding of consumer attitudes, perceptions, trends and needs. As part of the Consumer Voice team, you will work collaboratively to understand key challenges and opportunities across the business, and analyze and interpret data from various sources to create useful insights and recommendations.
Being part of the broader CCOE team focused on research / insights team, our researchers value diversity and learning from one another — we’re looking for those who are just as excited about collaborating with team members that range in qualitative and analytical skillsets.
Conduct ad-hoc customer and industry analysis to ground business decisions in customer insight
Establish and maintain reporting and dashboards that effectively communicate KPI’s
Design and build dashboards & performance reports with a focus on automation of data extraction and manipulation
Perform detailed analyses to accurately interpret information and draw conclusions / insights
Collaborate and develop relationships with internal partners and external vendors
Work on multiple, simultaneous programs that require both strategic thinking as well as tactical execution
Support the team’s development of insights from VOC programs helping to drive customer centric decision making across the organization
Related experience in an analytical / customer insights / customer experience / voice of customer role
Strong analytical and conceptual thinking skills; to not only manipulate data, but also think creatively to derive relevant interpretations from data
Ability to handle large sets of data from multiple sources in an effective manner
Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics
Advanced Excel and PowerPoint skills is a requirement.
Experience with SPSS, Tableau, social media analytics, and/or qualitative research platforms an asset
Experience applying statistical techniques and working knowledge of statistics concepts
Experience implementing, managing Voice of Customer/CX measurement platform (e.g. InMoment, Qualtrics, Medallia, Forsta, or other) would be an asset
Ability to see from the customer point of view and champion that view across the company
Strong data management and analytical skills with strict attention to detail and the ability to develop business insights and effectively communicate them to the business
At Loblaw, we respect the environment, source products with integrity and make a positive difference in the community. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers.
Loblaw recognizes Canada’s diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization.
Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.
Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.
If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.
We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.
Please Note:
Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.
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