Senior Manager, Customer Research & Insights

Range:

95,200.00 - 142,800.00 CAD

Job Description:

Senior Manager Customer Research & Insights

We are ready to take this game to the next level and need someone passionate about understanding customers, uncovering actionable insights, and shaping business strategy through research as Senior Manager Customer Research & Insights. In this role, you will serve as OLG's customer and research expert, leveraging advanced research methodologies and behavioural insights to inform strategic decision-making across all lines of business. You will lead the development and delivery of customer insights that deepen understanding of customer needs, behaviours, experiences, and preferences, while identifying emerging trends and opportunities that drive business performance and enhance the customer experience. As a people leader, you will develop and mentor a team of Customer Insights Managers, champion research excellence and governance, and oversee the vision, planning, budgeting, and continuous evolution of OLG's research and insights capabilities to foster a customer-centric culture across the organization.

YOUR ROLE IN THE GAME

Reporting to the Director Enterprise Customer Strategy & Experience, you will be empowered to:

• Partner with Customer Experience Strategy, Voice of Customer, Enterprise Data & AI, and business teams to build and publish a shared, evidence-based understanding of OLG customers, including their needs, behaviours, preferences and experiences
• Lead the consolidated customer research and insights portfolio, plan and budget by translating business priorities into a focused research agenda, prioritizing investments and setting the strategic direction of the function
• Lead quantitative and qualitative customer research from business question through research design, analysis and recommendation, ensuring findings are rigorous, actionable and connected to business decisions
• Apply deep expertise across questionnaire design, sampling, weighting, segmentation, tracking and other research methodologies, and translate complex findings into clear implications and recommendations
• Serve as a trusted insights partner to senior leaders, connecting evidence across research, customer feedback, behavioural, transactional and market data to answer complex business questions and inform strategy, product, marketing and customer experience decisions
• Provide counsel, point of view and analysis of third-party research to various internal stakeholders
• Advance OLG’s research and analytics practices by introducing fit-for-purpose methodologies, technologies and tools that improve the quality, speed, reliability and business value of customer insights
• Plan the annual market research budget and monitor the spending on research projects to ensure efficiency and eliminate duplication of efforts by bringing synergy between research projects
• Establish strong relationships with internal partners and external suppliers, and represent OLG’s customer research and insights perspective within ILC by influencing national research priorities, leading cross-jurisdictional projects and collaborating with working groups
• Lead, coach and develop Customer Insights Managers, strengthening their capabilities in research, analytics, storytelling and strategic business partnership
• Lead the bid management process, by drafting RFPs, analyzing and scoring proposals, to select and on-board research suppliers/vendors and liaise with procurement and legal departments to negotiate contracts for vendors/supplies
• Lead and evolve key customer insight capabilities, including customer panels, innovation research and the Customer Insights Hub, with strong governance, data quality and clear business use cases

WHAT YOU BRING TO THE GAME

Education & Experience:

• Bachelor’s Degree in commerce, economics, psychology, statistics or equivalent. A Master’s in one of these disciplines is an asset.
• Minimum 7 years of experience in customer insights, market research, customer intelligence or a related field, with strong quantitative research and analytical expertise
• Strong hands-on expertise designing and leading quantitative and qualitative research, including questionnaire design, sampling, weighting, segmentation and tracking studies
• Ability to independently interpret data tables, develop tabulation plans, conduct cross-tab and statistical analysis, investigate discrepancies and develop actionable recommendations
• Experience connecting survey and research findings with behavioural, transactional, customer and market data to create a holistic view of the customer and support product, channel, marketing, segmentation and customer experience strategies
• Experience developing customer tracking studies, customer KPIs, measurement frameworks, performance targets and executive reporting; proficiency with research and analytical tools such as Q, SPSS, Qualtrics XM, UserTesting, Power BI or Alteryx
• Expertise working with and analyzing data from syndicated or market reports (E.g., Nielsen, Numerator, etc.)
• Minimum 5 years of people leadership experience, with a track record of coaching and developing high-performing teams
• Strong knowledge of the lottery, gaming or gambling industry and its customers is considered an asset

Relevant Skills:

• Research expertise and methodological rigour
• Business judgment and strategic insight
• Analytical curiosity and ability to synthesize multiple sources of evidence
• Executive communication, presentation and customer storytelling capabilities
• Influence, collaboration and senior stakeholder relationship management

BENEFITS OF JOINING THE WINNING TEAM

• Group Benefits Plan: Comprehensive, employer-paid group benefits coverage.
• Variable Pay Program: Participation in a performance-based incentive plan that recognizes organizational and individual achievements.
• Public Service Pension Plan: Participation in a highly desirable defined benefit pension plan.
• Paid Time-Off: Competitive paid time-off provisions to support work-life balance and well-being.
• Growth Focus: Become your best self with comprehensive support for your professional development.
• Equity, diversity, and inclusion: Core to OLG’s culture, empowering employees to bring their authentic selves and make a meaningful impact across Ontario.

To learn more about our organization and other opportunities visit our career site.

We look forward to hearing from you, interested applicants please apply online by November 26, 2026.

Please Note: Unless otherwise specified, all positions are required to work fully onsite.

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 welcome applicants from all backgrounds and experiences. If you bring relevant skills and a willingness to learn, we encourage you to apply—even if you don’t meet every listed qualification. We sincerely appreciate your interest; while we are unable to contact everyone, those selected for the next steps will be notified.

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.