About the role
The incumbent will Conduct quarterly analyses and investigations to identify potential survey integrity violations. Prepare detailed reports, zone-level downloads, and violation letters, and coordinate timely follow-up for any required disciplinary actions. Manage the ongoing maintenance of the Survey Integrity Policy to ensure it remains current, relevant, and aligned with business needs. Review, track, and respond to survey removal requests. Ensure each request is evaluated against established criteria and managed consistently and within defined timelines. Develop and deploy ad hoc surveys using best-in-class design practices in response to business unit requests. Analyze and present findings through dashboards, translating insights and opportunities to enable the business to action as required. Maintain a centralized tracking log to manage and monitor ad-hoc survey requests. Prepare and consolidate monthly reports across all brands to support continuous improvement efforts. This includes conducting Key Driver Analyses on syndicated results such as JD Power SSI, Ipsos NVCS, and Service Industry Benchmarking studies, as well as broader analysis of CX metrics and performance trends. Monitor for system outages and data discrepancies, escalate issues as needed, and coordinate resolution efforts across internal teams to protect data integrity and ensure smooth VOC operations. Coordinate mass network communications to inform stakeholders of outages and resolutions, investigate root causes, and ensure corrective actions are implemented. Lead and support Voice of the Customer projects to enhance tools, insights, and systems. Manage timelines, collaborate with cross-functional stakeholders, and drive initiatives that support continuous improvement of VOC platforms. Manage day-to-day relationships with key VOC and Syndicated vendors including Salesforce, Qualtrics, JD Power, and Ipsos. Support contract deliverables based on SOW, manage annual SOW renewals, coordinate issue resolution, and collaborate on enhancements to tools, reporting, and methodologies.
Principal Functional Responsibilities
- Conduct quarterly analyses and investigations to identify potential survey integrity violations.
- Prepare detailed reports, zone-level downloads, and violation letters.
- Coordinate timely follow-up for any required disciplinary actions.
- Manage the ongoing maintenance of the Survey Integrity Policy to ensure it remains current, relevant, and aligned with business needs.
- Review dealer survey removal requests submitted by Dealer Care and District Operations Managers (DOMs).
- Log and track each request within the centralized VOC reporting system.
- Access and analyze survey data, including customer scores and comments, using the VOC platform.
- Evaluate each request against the established Survey Integrity Policy criteria.
- Approve and process removals only if the request qualifies under policy guidelines.
- Communicate final decisions and outcomes to all relevant stakeholders, ensuring timely and clear follow-up.
- Review incoming survey requests and confirm requirements with business stakeholders.
- Design, build, and program surveys in Qualtrics.
- Obtain necessary approvals and distribute survey links.
- Analyze results upon completion and provide key insights and downloadable reports.
- Review Consolidate and analyze monthly VOC and syndicated data (e.g., JD Power, Ipsos).
- Conduct Key Driver Analysis to identify CX trends and opportunities quarterly.
- Prepare dashboards and summary reports for internal stakeholders.
- Monitor VOC systems for outages, data issues, or disruptions.
- Investigate and escalate technical issues to appropriate teams.
- Coordinate resolution efforts to minimize impact on operations.
- Communicate outages, fixes, and timelines to internal stakeholders and the dealer network.
- Track recurring issues and support root cause analysis and follow-up.
- Lead and support VOC-related projects to enhance tools, systems, and processes.
- Define project scope, timelines, and deliverables in collaboration with stakeholders.
- Coordinate cross-functional teams to ensure successful project execution.
- Track progress, manage risks, and escalate issues as needed.
- Document outcomes and share post-project learnings.
- Manage day-to-day relationships with key VOC and syndicated vendors (e.g., Salesforce, Qualtrics, JD Power, Ipsos).
- Support execution and renewal of Statements of Work (SOWs).
- Monitor vendor deliverables and service levels.
- Coordinate issue resolution and enhancement requests.
- Ensure alignment of vendor tools and methodologies with business needs.
- Manage day-to-day general inquiries from Dealers, DOMs, Dealer Care and CES’
- Investigate any potential Dealers, DOMs and CES’ system related issues
Position Profile And Qualifications
- College or University degree in a relevant field
- 3-5 years of relevant experience
- Dealership Experience
- Problem solving, communication, presentations
About Honda Canada Inc.
In 1969, when Honda came to Canada, we came as a small company with a dream. We began with motorcycles and power equipment and it took a lot of work to gain the confidence and trust of Canadians. But we worked hard and over time our products earned the respect of the marketplace. And so we grew. In 1986, we built a manufacturing facility in Alliston, Ontario. In 1998, we built a second plant at that same site, and in 2008, we completed the construction of a third facility, a $154-million engine plant. In May of 2010, Honda Canada moved into our new Gold Certified LEED® (Leadership in Energy and Environmental Design) Head Office in Markham, Ontario.
Today, we source nearly $2.1 billion in goods and services from Canadian-based suppliers each year, produce approximately 400,000 vehicles annually at our manufacturing facilities and we employ more than 19,000 Canadians in manufacturing, sales offices and dealerships across the country. Simply put, Honda is a remarkable Canadian success story that will celebrate it's 55th anniversary in 2024.
Thank you Canada.
Social media posting policy: https://www.honda.ca/en/social_posting_policy
Politique de Honda Canada Inc. sur les publications dans la communauté des médias sociaux: https://www.honda.ca/fr/politique_publications_medias_sociaux
About the role
The incumbent will Conduct quarterly analyses and investigations to identify potential survey integrity violations. Prepare detailed reports, zone-level downloads, and violation letters, and coordinate timely follow-up for any required disciplinary actions. Manage the ongoing maintenance of the Survey Integrity Policy to ensure it remains current, relevant, and aligned with business needs. Review, track, and respond to survey removal requests. Ensure each request is evaluated against established criteria and managed consistently and within defined timelines. Develop and deploy ad hoc surveys using best-in-class design practices in response to business unit requests. Analyze and present findings through dashboards, translating insights and opportunities to enable the business to action as required. Maintain a centralized tracking log to manage and monitor ad-hoc survey requests. Prepare and consolidate monthly reports across all brands to support continuous improvement efforts. This includes conducting Key Driver Analyses on syndicated results such as JD Power SSI, Ipsos NVCS, and Service Industry Benchmarking studies, as well as broader analysis of CX metrics and performance trends. Monitor for system outages and data discrepancies, escalate issues as needed, and coordinate resolution efforts across internal teams to protect data integrity and ensure smooth VOC operations. Coordinate mass network communications to inform stakeholders of outages and resolutions, investigate root causes, and ensure corrective actions are implemented. Lead and support Voice of the Customer projects to enhance tools, insights, and systems. Manage timelines, collaborate with cross-functional stakeholders, and drive initiatives that support continuous improvement of VOC platforms. Manage day-to-day relationships with key VOC and Syndicated vendors including Salesforce, Qualtrics, JD Power, and Ipsos. Support contract deliverables based on SOW, manage annual SOW renewals, coordinate issue resolution, and collaborate on enhancements to tools, reporting, and methodologies.
Principal Functional Responsibilities
- Conduct quarterly analyses and investigations to identify potential survey integrity violations.
- Prepare detailed reports, zone-level downloads, and violation letters.
- Coordinate timely follow-up for any required disciplinary actions.
- Manage the ongoing maintenance of the Survey Integrity Policy to ensure it remains current, relevant, and aligned with business needs.
- Review dealer survey removal requests submitted by Dealer Care and District Operations Managers (DOMs).
- Log and track each request within the centralized VOC reporting system.
- Access and analyze survey data, including customer scores and comments, using the VOC platform.
- Evaluate each request against the established Survey Integrity Policy criteria.
- Approve and process removals only if the request qualifies under policy guidelines.
- Communicate final decisions and outcomes to all relevant stakeholders, ensuring timely and clear follow-up.
- Review incoming survey requests and confirm requirements with business stakeholders.
- Design, build, and program surveys in Qualtrics.
- Obtain necessary approvals and distribute survey links.
- Analyze results upon completion and provide key insights and downloadable reports.
- Review Consolidate and analyze monthly VOC and syndicated data (e.g., JD Power, Ipsos).
- Conduct Key Driver Analysis to identify CX trends and opportunities quarterly.
- Prepare dashboards and summary reports for internal stakeholders.
- Monitor VOC systems for outages, data issues, or disruptions.
- Investigate and escalate technical issues to appropriate teams.
- Coordinate resolution efforts to minimize impact on operations.
- Communicate outages, fixes, and timelines to internal stakeholders and the dealer network.
- Track recurring issues and support root cause analysis and follow-up.
- Lead and support VOC-related projects to enhance tools, systems, and processes.
- Define project scope, timelines, and deliverables in collaboration with stakeholders.
- Coordinate cross-functional teams to ensure successful project execution.
- Track progress, manage risks, and escalate issues as needed.
- Document outcomes and share post-project learnings.
- Manage day-to-day relationships with key VOC and syndicated vendors (e.g., Salesforce, Qualtrics, JD Power, Ipsos).
- Support execution and renewal of Statements of Work (SOWs).
- Monitor vendor deliverables and service levels.
- Coordinate issue resolution and enhancement requests.
- Ensure alignment of vendor tools and methodologies with business needs.
- Manage day-to-day general inquiries from Dealers, DOMs, Dealer Care and CES’
- Investigate any potential Dealers, DOMs and CES’ system related issues
Position Profile And Qualifications
- College or University degree in a relevant field
- 3-5 years of relevant experience
- Dealership Experience
- Problem solving, communication, presentations
About Honda Canada Inc.
In 1969, when Honda came to Canada, we came as a small company with a dream. We began with motorcycles and power equipment and it took a lot of work to gain the confidence and trust of Canadians. But we worked hard and over time our products earned the respect of the marketplace. And so we grew. In 1986, we built a manufacturing facility in Alliston, Ontario. In 1998, we built a second plant at that same site, and in 2008, we completed the construction of a third facility, a $154-million engine plant. In May of 2010, Honda Canada moved into our new Gold Certified LEED® (Leadership in Energy and Environmental Design) Head Office in Markham, Ontario.
Today, we source nearly $2.1 billion in goods and services from Canadian-based suppliers each year, produce approximately 400,000 vehicles annually at our manufacturing facilities and we employ more than 19,000 Canadians in manufacturing, sales offices and dealerships across the country. Simply put, Honda is a remarkable Canadian success story that will celebrate it's 55th anniversary in 2024.
Thank you Canada.
Social media posting policy: https://www.honda.ca/en/social_posting_policy
Politique de Honda Canada Inc. sur les publications dans la communauté des médias sociaux: https://www.honda.ca/fr/politique_publications_medias_sociaux