Sr Analyst, Customer Experience and Market Research - Toronto

November 21 2019
Industries Pharmaceutical, Biotechnology , Healthcare, social assistance
Categories Marketing, Communications, Public Relations, Marketing, Communication, Public relation
Toronto, ON

At LifeLabs, we are focused on our vision of building a healthier Canada! We are the largest community diagnostics laboratory in Canada with over 350 collection centres, 16 laboratories and service over 20 million patients each year.

Caring, Agile, Customer Driven, One Team - We live our values every day in what we do to help our patients and healthcare providers. With over 5,700 employees, we all make a difference and that’s why our people are so important to us.

This is an exciting time to join our LifeLabs team, grow your career with us and support numerous business initiatives, innovations, best practice and business development opportunities.

As the Senior Analyst, Market Research and Customer Experience you are responsible for performing all aspects of market research studies for both ongoing Customer Experience measurement programs and ad hoc studies. This role will manage LifeLabs’ ongoing Customer Experience measurement programs in B2C and B2B markets. This role will support internal stakeholders from different areas of the LifeLabs’ business and manage their own projects independently.

This is a full time permanent role and is located at 100 International Boulevard, Toronto.


  • Manage ongoing Customer Experience measurement programs; work with Customer Experience platform vendor, administrate and advocate Customer Experience programs internally, report KPIs out to business stakeholders
  • Analyze, interpret and develop data-driven insights from integrated information to support business units to drive improvements that positively impact the organization and the customer’s experience.
  • Understand business needs and design market research studies that address needs within budget.
  • Create compelling PowerPoint reports and present results to stakeholders.
  • Design, program, field and analyze quantitative market research studies using Qualtrics platform and internal LifeLabs panel.
  • Assist in the planning and facilitation of workshops such as journey mapping sessions, Customer Experience design, process improvement and creative ideation workshops.
  • Assist in qualitative research studies such as participant recruiting and phone interviews.
  • Manage ad hoc research with market research suppliers.
  • Stay up to date on market research methodologies and technologies.

Experience and Skills:

  • 3 plus years of work experience in market research and/or customer experience measurement
  • Undergraduate Degree in related field (Business, Healthcare, Math, Psychology or other)
  • Experience in the planning, designing, execution, analyses, interpretation and reporting of customer experience data
  • A detailed oriented, self-starter
  • An excellent written and verbal communicator
  • An enthusiastic and collaborative team player
  • Proficiency in the Microsoft Office Suite, expert PPT skills
  • Passion and enthusiasm for the healthcare industry
  • Dynamic, possessing the ability to prioritize multiple work assignments and manage time
  • Experience with delivering presentations to stakeholders
  • Experience with quantitative and qualitative market research methodologies
  • Ability to interpret data and make recommendations
  • Ability to manage multiple projects and meeting deadlines
  • Strong problem solver

Apply now! network