Customer Experience Research Analyst

Do you want to be part of a team helping to strengthen every community across Ontario? Are you interested in seeing the importance of your work firsthand?

Become a Customer Experience Research Analyst with MPAC

The Municipal Property Assessment Corporation (MPAC) is made up of a team of experts who understand local communities and assess every property in Ontario. What we do provides the very foundation that municipalities use to base the property taxes needed to pay for the services we use every day.

Equity, Diversity, Inclusion and Anti-Racism

MPAC is committed to Equity, Diversity, Inclusion and Anti-Racism. We are taking important steps towards ensuring that all voices are respected, valued and being heard. MPAC is dedicated to fostering an environment where employees can bring their full, unique and authentic selves and are inspired to do their best work.

Job Description

What makes you great for the role?

You are a customer experience (CX) research and insights professional who turns complex customer and operational data into insights that inform decisions and improve CX. You bring expertise in qualitative and quantitative research, performance measurement, and data visualization, and communicate findings and recommendations effectively to stakeholders.

We Have:

• A team of highly skilled, dedicated and collaborative staff
• Leadership that supports you
• An enterprise that embraces change
• A work environment that has flexible work locations (including remote), hours of work and overall employee wellness support

You Have:

• Completion of post-secondary education (university degree or college diploma) in a related field, such as Statistics, Business, Communications, Mathematics, Market Research, or Customer Experience
• Minimum 3 years of experience in research, analytics, customer experience, or a related analytical/advisory role
• Experience in qualitative and quantitative research, problem-solving, and focus groups to assess business issues and support service improvement and performance measurement
• Experience analyzing data from multiple sources to develop reports, dashboards, presentations and actionable insights
• Strong analytical, problem-solving, critical-thinking, and advisory skills, including identifying patterns and communicating insights
• Advanced knowledge of customer experience concepts, metrics, and best practices to support evidence-based decisions
• Expertise developing and maintaining dashboards using BI and data visualization platforms such as Power BI or Tableau
• In-depth understanding of digital analytics tools such as Google Analytics
• Strong organizational skills and ability to manage multiple research projects, priorities, and deadlines
• Excellent verbal communication, presentation, and interpersonal skills to present findings and build stakeholder relationships
• Excellent report writing skills, including recommendations, briefing materials, business cases, and executive-ready summaries
• Strong attention to detail and time management skills
• Ability to work collaboratively across priorities
• Advanced proficiency in Microsoft Office applications and ability to develop standardized reporting routines

Nice to Have:

• Familiarity and experience with CRM systems and different platforms

What you will do:

• Analyze customer feedback and experience data to identify trends, issues, and improvement opportunities
• Conduct qualitative and quantitative research to understand customer needs and evaluate experience outcomes
• Translate research findings, CX measures, and operational data into actionable insights and recommendations
• Monitor CX metrics across channels to identify trends and measure outcomes
• Contribute to CX measures, scorecards, and reporting frameworks
• Develop and maintain CX programs, metrics, dashboards, and reports, ensuring data accuracy and consistent methodologies
• Conduct ad-hoc research, analysis, and reporting to address business questions and emerging CX issues
• Manage data preparation, validation, integration, and quality checks across multiple data sources
• Coordinate vendor-supported research initiatives, including project administration, deliverable reviews, and stakeholder communication
• Analyze customer journeys and personas to identify needs, issues and improvement opportunities
• Provide advice on industry trends and best practices
• Perform related duties supporting CX initiatives

Additional Information:

• Requisition ID: 3045
• Existing Vacancy: No
• Job Type: Union
• Closing Date: November 16, 2026

Ready to apply?

Please note, only applications submitted through the Applicant Tracking System will be accepted.

Successful candidates will be required to undergo a background verification with Mintz Global Screening. By applying to this job posting, you are providing your consent to MPAC to share your name, email address and phone number with Mintz, to conduct the criminal and driver abstract check and for Mintz to disclose the results to MPAC, should you be the successful incumbent.

MPAC is committed to fostering an inclusive, accessible environment where all employees and members of the public feel valued, respected and supported. We are dedicated to building a workforce that reflect the diversity of the public and communities we serve.

Persons with disability who need accommodation in the application process or those needing job postings in an alternative format may email their request to [email protected].

We may use technology and automated tools to support recruitment and selection processes. All artificial intelligence (AI) outputs are reviewed and validated by our recruitment team.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

Please note that MPAC prohibits employees from holding a current/valid real estate license and successful applicants must at least suspend their real estate licenses during their period of employment at MPAC as outlined in our Employee Code of Conduct.

Job advertisements for positions that have been designated bilingual will be posted in both English and French on our website. Positions that are not designated bilingual are not translated and are only posted in English on the English version of our website.

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