Principal Associate, Customer Experience (CX) Insights

161 Bay Street (93021), Canada, Toronto, Ontario – Principal Associate, Customer Experience (CX) Insights – Capital One Canada.

About the Role

As a key member of the Experience Design (XD) team, you will lead the end‑to‑end strategy and execution of Capital One Canada’s Customer Experience (CX) measurement program. Reporting to the Manager, XD Research, you will act as the Voice of the Customer champion—translating macro metrics (NPS, CSAT) and customer journey data into actionable insights that shape product and service strategy.

Responsibilities

• Program Operations & Governance: Define and lead the Canada CX measurement program strategy and roadmap; lead project management and execution of NPS/CSAT and key journey‑point metrics; own data quality and reliability; partner with enterprise teams.
• Strategic Influence: Serve as primary ambassador for CX data in Canada; consult with business partners to infuse CX analytics; translate raw me...