Job Description

Major Responsibilities

Voice of the Customer research program support - execute monthly survey deployments, monitor fieldwork, program surveys and dashboards in Qualtrics, conduct initial data analysis, prepare draft reports, and support the closed-loop process. The Research Analyst will contribute to strengthening the Voice of the Customer program by recommending efficiency improvements and delivering actionable insights to support member experience initiatives. Quantitative projects support - program, test and deploy surveys and digital intercepts using Qualtrics, conduct data analysis using statistical and analytics techniques to ensure accuracy of the data, summarize findings. Support research operations of the projects including participant recruitment and incentive distribution. Assist in tracking industry trends, prepare summaries and recommend how identified industry trends could be applied to Alterna's research programs and member experience initiatives. Assist in qualitative and UX studies by preparing discussion guides, note-taking, coding responses, and drafting summary reports. Conduct sentiment analysis of Contact Centre calls, summarize findings to identify member key pain points and business opportunities. Act as primary support contact for the Qualtrics platform, collaborate with various teams and stakeholders across organization to onboard new users, communicate changes and updates, resolve technical issues, liaise with the vendor.

Qualifications

Education / Certifications / Experience


University degree or post-secondary diploma in Business, Marketing Research, or a related field 3 year experience in a similar analyst or research role Experience with both quantitative and qualitative research methodologies Familiarity with Voice of the Customer programs, customer satisfaction/loyalty metrics, journey mapping techniques and UX research Experience with survey management tools (e.g. Survey Monkey, Medallia, Qualtrics, In Moment etc.) preferred Experience using AI tools to improve research efficiencies (data analysis, summaries, insights generation) Comfortable with Microsoft Office (PowerPoint, word, excel) Experience in the financial services sector is an asset Experience with Javascript an asset but not required

Competencies and Skills

The successful candidate will demonstrate


Curiosity and a desire to get to the root of problems Passion for data - excellent analytical skills and attention to detail in examining and interpreting data Ability to clearly and accurately summarize findings - identify trends, patterns, and insights, and draw meaningful conclusions that are useful for decision-making Eagerness to learn and continuously develop research skills Strong written and verbal communication skills Strong organizational skills with an ability to self-manage and a proactive approach to problem-solving High attention to details Flexibility to adapt in a fast-paced, evolving environment

About Alterna Savings

Alterna Savings and Credit Union Limited (Alterna) has delivered The Good in Banking for over 115 years creating financial services that transform lives for the better, all while giving back to our community. Alterna is made up of Alterna Savings and Credit Union Limited and its wholly owned subsidiary, Alterna Bank.



Alterna is the first full-service, member-owned cooperative financial institution outside Quebec, sharing its expertise with over 210,000 members through a network comprised of 40 branches across Ontario, a call centre and multiple digital channels. Members and customers also benefit from an industry-leading online brokerage and investment management services.



To learn more about Alterna Savings, please visit alterna.ca, X, Facebook, Instagram, or LinkedIn.

Working at Alterna

We are incredibly proud of our corporate culture, embodying our core values: Collaboration, Integrity, and Respect, where everyone works together towards a common goal; the financial wellbeing of our employees, members, and customers. This commitment has earned us several prestigious employer awards, including the National Capital Region's Top Employers award for eight years running.


We appreciate all applicants; however, preference will be given to candidates who most closely meet the qualifications, key skills, and competencies outlined above.

* Alterna is compliant with the Ontarians with Disabilities Act and our team strives to provide an accessible accommodation experience. If you have a disability and require accommodations during the recruitment process, please contact our Recruitment Team and let us know how we can accommodate you.