Title: Experience Research Manager

Location: Toronto, Canada Duration: 6 months

About the Role

We are seeking an experienced Experience Research Manager to join our Product & Customer Experience Research team supporting innovative, customer-centric product development initiatives. This role will focus on a loyalty-related project and play a key role in shaping product strategy through qualitative, quantitative, and secondary research. The ideal candidate is passionate about understanding customer behavior, translating research into actionable insights, and collaborating with cross-functional teams to deliver exceptional user experiences.

Responsibilities

Lead end-to-end UX and customer experience research initiatives. Design, conduct, and synthesize qualitative, quantitative, and secondary research. Plan and execute research activities including: User interviews, Ethnographic research, Contextual inquiry, Usability testing, Surveys, Concept and MVP validation Analyze research findings and translate them into clear, actionable recommendations. Present research insights to product teams and senior stakeholders. Collaborate closely with Product Managers, Designers, Strategists, and cross-functional teams. Help validate customer needs and reduce product risk through evidence-based research. Support multiple research projects in a fast-paced innovation environment.

Required Qualifications

Bachelor's or Master's degree in Human-Computer Interaction (HCI), Psychology, Anthropology, Sociology, Behavioral Economics, Marketing, or a related research discipline. 5+ years of experience in UX Research, Customer Experience Research, Market Research, Behavioral Research, or similar roles. Strong experience with both qualitative and quantitative research methodologies. Experience conducting secondary research and competitive analysis. Proven ability to synthesize complex data into meaningful insights and business recommendations. Familiarity with product development lifecycles, MVP testing, and iterative design processes. Excellent communication, storytelling, and presentation skills. Ability to work independently and collaborate across global, cross-functional teams.

Preferred Qualifications

Experience within the payments, fintech, loyalty, digital identity, or marketplace industries. Experience supporting product innovation and customer experience strategy. Knowledge of customer-centered design principles.