GAME ON – OLG needs you
We’ve said GAME ON, and we mean it – OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based gaming channels. Over the course of fiscal 2022-23, OLG delivered a record $2.5 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction, to become a world class gaming entertainment leader with a globally admired digital platform.
We are ready to take this game to the next level and need a passionate Customer Insights Manager to deliver expert customer and market research to enhance the enterprise customer experience and support the Lottery, Enterprise Marketing and Customer Experience division's diverse business lines. This role requires proficiency in current research methodologies, leading the design, execution, and analysis of studies, and presenting findings. The manager is responsible for generating actionable insights to inform evidence-based decisions across the lottery businesses and the enterprise customer experience function. They will champion a customer-centric approach, advocating for the customer's voice at every level.
YOUR ROLE IN THE GAME
Reporting to the Sr Manager Customer Research & Insights, you will be empowered to:
Collaborate with lottery business lines and CX leaders to understand customer needs, align on research objectives, and assist in developing annual research plans and budgets.
Manage qualitative and quantitative market research projects and ongoing studies according to the research plan and ad-hoc business needs, delivering actionable insights to business units.
Conduct qualitative and quantitative research studies internally using market research tools like UserTesting or Qualtrics.
Manage research tracking studies that provide KPIs for the company.
Experience connecting research studies to in-market performance indicators, for instance KPIs to sales.
Oversee market research projects from start to finish, coordinating with relevant teams and research partners, ensuring stakeholders provide sufficient information for a comprehensive research brief.
Scope research projects, identify associated costs, and source leading suppliers/vendors best suited to deliver required outputs and insights.
Define and select research methodologies, design questionnaires, and manage external vendors in developing customer and market studies.
Interpret study results, compare findings to previous data, and integrate with other customer/market data to develop practical and meaningful insights.
Present reports to stakeholders and senior executives, emphasizing storytelling and focusing on key business objectives.
Collaborate with lottery business lines, innovation, sales, and CX teams to incorporate research findings and generate new ideas for product development, brand strategies, marketing plans, product positioning, and sales narratives.
Liaise with colleagues in the OLG Digital Division to align, leverage, and share best practices.
Develop market research best practices, policies, and procedures, and build business cases for introducing industry-leading research technologies/tools within OLG to enhance research efficiency and reliability.
WHAT YOU NEED TO PLAY
Work Experience: 7+ years of relevant experience including 5+ years of hands-on experience in primary and secondary research, with expertise in diverse research methodologies, techniques, and tools; 2+ years of experience managing comprehensive market research studies; 2 +years of direct experience in creating questionnaires and qualitative discussion guides; 2+ years of experience working with market research tools such as Qualtrics, Medallia, SurveyMonkey, UserTesting, or others
Education: Degree in commerce, economics, psychology, statistics, or equivalent; a Masters in any of these fields is preferred.
Critical Skills: Quantitative and qualitative research skills; advanced analytical skills; exceptional communication, presentation, and storytelling abilities; proficiency in MS Office and research tools (e.g., UserTesting, Qualtrics); vendor management expertise; critical thinking and problem-solving; customer-centric mindset; collaboration and teamwork; expertise in tracking research; ability to link survey data with in-market performance; statistical analysis experience with the ability to interpret and run analysis using statistical software; experience in creating data visualization dashboards; strategic insight capabilities; strong relationship management; budgeting and financial acumen; effective project management; sample/panel management experience
Collaboration & Fun: inclusive and collaborative work style while creating fun and excitement in our work
Integrity and Trust: do what's right and operate with transparency and openness
PERKS OF JOINING OUR TEAM
Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario
Flexible Work Environment: to help balance both work and life
You Matter: family friendly work practices and hybrid work
Freedom to Innovate: supports new and better ways to be successful
Be your Authentic Self: environment that values diversity as a source of strength
Learning Galore: 24-7 access to robust online learning programs
Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario
Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)
Learn about OLG – GAME ON!
OLG’s purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines including, lottery, land-based casinos, digital lottery and casino, horseracing, and charitable gaming. OLG is amidst a massive transformation focusing on being customer obsessed and bringing our digital business to a whole new level.
The key to our success is our people. Our culture will be grounded in true, positive partnerships that embrace trust, clarity, and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability, leadership development and growth opportunities. OLG is embracing more flexible work options and family friendly work practices including hybrid work.
Equity, diversity, and inclusion are essential elements of our culture and cornerstones of the Five Truths that OLGers Live by. At OLG, our employees have the space to be themselves and use their perspectives and skills to benefit the people and the Province of Ontario.
While we are re-shaping and growing our business, we are unwavering when it comes to living our purpose, and ensuring our business delivers meaningful benefits for the people of Ontario. OLG’s net profits are reinvested back into the province, contributing to the quality of life for Ontarians.
To learn more about OLG go to our website at www.olg.ca
We look forward to hearing from you, interested applicants please apply online by February 6, 2025.
OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at [email protected] if you require accommodation at any time throughout the hire process.
We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.
Personal information is collected by the Ontario Lottery & Gaming Corporation (OLG) and/or its third party service provider(s) under the authority of the Ontario Lottery and Gaming Corporation Act, 1999, SO 1999, c 12, Sch L and the Employment Standards Act, 2000, S.O. 2000, c. 41 (as amended) and will be used for the purpose of determining qualifications for employment with OLG and for recruitment modernization initiatives. The information will be managed in accordance with all applicable laws, OLG’s Protection of Privacy Policy (the Policy) and related policies and procedures. For any questions about this collection, please contact [email protected], 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2.
