Job Code: R2000578151


Job Description: 

At Loblaw Digital Media & Loyalty, we know that our customers expect the best from us. From our office in Downtown Toronto, we’ve created leading digital experiences in online grocery, beauty, pharmacy, and apparel, and we’re only just getting started. We put our customer at the center of everything that we do, and we rely on research and customer data to understand their needs. We are seeking a highly organized and detail-oriented UX Research Operations (Research Ops) Manager to join our UX Research team. 

The impact you'll make 

This role is critical in ensuring the quality, accessibility, and effective management of customer data to empower researchers and stakeholders across the organization. You will oversee research data governance, optimize processes, manage vendor relationships and enable teams to make the best use of our research platforms and insights. This is an execution-focused role where your ability to manage processes, track details, and deliver consistent results will drive success of the entire Research team. In addition to supporting Researchers, your work will bring many team members closer to customer data: Designers, Product Managers, Software Developers, Store Operations and more. The role is best suited for someone who thrives in organizing complex information, diving into details and re-thinking processes to drive efficiency. 

What you'll do 

Research data governance: this role demands meticulous attention to detail in managing voice of customer data quality, primarily survey responses. As the UX Research Operations Manager, you will be responsible for maintaining high standards of data quality and consistency to support accurate and representative analysis by researchers. You will regularly perform quality checks on data to ensure accuracy and reliability. If there are any issues, you’ll troubleshoot in collaboration with teams across the organization, including Digital Messaging and Business Insights. Success in this role relies on a proactive approach to identify inconsistencies and inefficiencies, troubleshoot errors, and ensure all systems run smoothly. 

Documentation and enablement: you will work closely with researchers and stakeholders to enable access to customer data. This includes creating and updating comprehensive documentation such as how-to guides and tutorials, and building dashboards in our voice of customer software. You’ll gather feedback from stakeholders and researchers to improve comprehension, relevance and efficiency. You will oversee user access across platforms, ensuring seamless availability for teams while maintaining security protocols. As the primary point of contact for all platform-related queries, you will play a pivotal role in resolving issues quickly and effectively, and ensuring documentation exists to cover all stakeholder needs and questions. 

Vendor relationship management: as part of your responsibilities, you will serve as the liaison between the team and voice of customer software vendors. You’ll meet with vendor representatives regularly to bring questions from the team and maintain detailed records of contracts, budgets, and platform usage.  

Does this sound like you? 

• 5+ years of experience in a project management, business analytics, operations 
• Exceptional project management skills
• Background in working with large-scale datasets or survey results
• Experience re-designing workflows and processes to drive efficiency and impact 
• Strong organizational skills paired with excellent communication abilities, explaining complex systems or processes clearly through documentation or presentations tailored for diverse audiences
• Experience managing training materials or leading tutorials designed for non-expert users, ideally related to enterprise software
• Familiarity with using project management tools (e.g., Asana, Jira, Trello) to organize workflows and monitor progress across teams.
• A university degree in an analytical discipline or a human-centered discipline (Information systems, Business Administration Psychology, Sociology, Anthropology, Human Computer Interaction, Interaction or Experience Design) 

Bonus qualifications 

• A strong understanding of Voice of Customer (VoC) Software such as Medallia, Qualtrics, InMoment, or SurveyMonkey
• Experience creating dashboards that synthesize data, for example: Looker, Tableau, Google Analytics, or Voice of Customer platforms 
• Hands-on experience with vendor management, including coordinating contracts in collaborating with procurement teams
• Project Management certifications (PMP, Agile Scrum)