Voice of Customer Specialist

Résumé du poste

Lead the design and optimization of CX measurement programs using Qualtrics to transform customer feedback into actionable business insights. Collaborate with cross-functional teams to monitor key metrics and present recommendations to senior leadership to improve the customer experience.

Détails du poste

Voice of Customer Specialist Brand and Marketing Permanent Position We were born from an eclectic troop of performers. Come live the experience of being yourself every day to create the extraordinary. OUR MISSION Since 1984, the Cirque du Soleil Group has been committed to ever more creative and magical work, constantly pushing the boundaries of imagination and surprising audiences! Innovation and creativity are at the heart of our shows and will continue to transcend our future productions around the world. Today, we have a place for those with a passion for creating exceptional products, ensuring smooth operations, putting their ingenuity to work for their team, contributing their expertise, and developing unique practices at Cirque du Soleil! So don’t wait—join the circus adventure! You’ll meet ambitious and passionate individuals from the entertainment world! YOUR MISSION Are you passionate about transforming customer feedback into meaningful business insights? Do you excel at turning data into stories that drive action and elevate the customer experience? If so, you could be the ideal candidate for our Voice of Customer Specialist position. Reporting into the CRM structure, this role serves as the organization’s Qualtrics and Customer Insights expert, supporting multiple business lines in the collection, analysis, and activation of feedback across all customer touchpoints. You’ll play a key role in designing and evolving our customer experience (CX) measurement programs—turning data into insights that inform strategy and deliver real impact. Key Responsibilities Lead the design, implementation, and optimization of CX surveys and programs using Qualtrics. Translate customer feedback and behavioral data into actionable insights that support decision-making across departments. Collaborate with internal teams (Marketing, Operations, Customer Service) to interpret findings and recommend customer experience improvements. Present insights and recommendations to senior leaders and cross-functional partners in a clear, compelling, and action-oriented way. Monitor and report on key CX metrics (NPS, CSAT, CES, etc.), highlighting trends, pain points, and opportunities. Develop and maintain interactive dashboards and reports to visualize insights and business impact. Use SPSS and other analytical tools to perform advanced analyses, segmentation, and statistical modeling. Partner with the Customer Data Platform (CDP) team to ensure data alignment and seamless sharing of insights between Qualtrics and CRM systems. Provide training, guidance, and best practices to internal teams on using Qualtrics and interpreting data. Support system integrations between Qualtrics, the CDP, and other analytics or CRM platforms to improve data quality and accessibility. Stay current on emerging trends in customer insights, analytics, and experience management tools. Qualifications Bachelor’s degree in Business, Marketing, Statistics, Analytics, or a related field. 3–5 years of experience in customer insights, CX analytics, market research, or a related area. Proven expertise with Qualtrics or similar experience management platforms. Experience using SPSS (or equivalent statistical software) for data analysis and reporting. Strong analytical skills, including data interpretation, storytelling, and presentation. Demonstrated ability to share insights effectively with internal stakeholders and influence decision-making. Excellent communication and relationship-building skills with both technical and non-technical audiences. Experience working within a CRM ecosystem or customer data environment. A customer-obsessed mindset and a passion for driving measurable improvements in the customer experience. Bilingual (French and English). If you’re ready to elevate how we understand and act on the voice of our customers, we’d love to hear from you. Apply today to join our team as a Voice of Customer Specialist. Create with us Our Employer Proposition Stands Out. Here's An Overview An inclusive work environment based on team experience; Access to an individual office on the days you come to the Montreal Studio, a stimulating environment that will allow you to put all your creativity to good use; Professional growth focused on high-quality projects to propel your career, as well as personalized support tailored to your professional ambitions; Group insurance, retirement savings and other benefits that we'll be happy to introduce to you; A culture focused on the development of equitable practices and rallying events. As a proud ambassador of equality in employment, Cirque du Soleil Entertainment Group is committed to eliminating discrimination based on age, skin color, origin, religion, gender, gender identity, sexual orientation and neurodiversity. Neutral and inclusive language is now preferred for job postings. Throughout the recruitment process, accommodation is provided for candidates who require it.

Ce que vous ferez

Lead the design and optimization of CX measurement programs using Qualtrics to transform customer feedback into actionable business insights. Collaborate with cross-functional teams to monitor key metrics and present recommendations to senior leadership to improve the customer experience.

Exigences

Requires a Bachelor's degree in Business, Marketing, Statistics, or a related field with 3-5 years of experience in CX analytics or market research. Proficiency in Qualtrics, SPSS, and bilingualism in French and English are essential.

Avantages

• Group Insurance • Retirement Savings • Professional Growth Support • Inclusive Work Environment

Compétences indiquées

• CRM Systems · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Qualtrics
• SPSS
• Customer Experience Analytics
• Data Storytelling
• NPS
• CSAT
• CES
• Statistical Modeling
• CRM Systems
• Customer Data Platform
• Market Research
• Bilingual French and English

Domaines d’emploi

• Data & Analytics
• Marketing
• Customer Service & Support
• Creative & Media