Job title: Customer Insights Manager Location: Montreal, QC (REMOTE- but need to come for meetings on their own expenses, should be around 10 percent in a quarter) Contract: 6-9 months (Contract to hire) Position Summary A remote Customer Insights Manager role based in the US or Canada, responsible for managing Voice of Customer (VoC) initiatives, supporting telemetry, and utilizing AI tools to enhance insights and process efficiency. The position involves converting customer feedback into actionable backlogs, maintaining performance scorecards, and ensuring continuous improvement through data-driven reviews.
Key Responsibilities Own and manage the VoC program linked to channel insights and support telemetry activities. Translate customer insights into prioritized backlogs in collaboration with product owners during working sessions. Maintain an executive PX (Customer Experience) scorecard Employ AI tools daily to cluster VoC themes and draft narrative reports, verifying findings with analytics leadership. Close the feedback loop by tracking measurable customer experience outcomes within the backlog.
Required Qualifications At least 5 years of experience in customer experience insights or VoC.
Strong analytical skills with the ability to influence stakeholders effectively.
Preferred Qualifications Proven ability to leverage analytics in customer insights roles. Solid stakeholder influence and communication skills. Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals.
As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support. Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/.
Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.