The Company

Merchant Growth is one of Canada’s leading fintech providers of credit to small businesses. The Company differentiates itself through a proprietary, technology-driven application process, advanced underwriting, and a highly focused servicing process. Our mission is to bring the most convenient & accessible financing experience to Canadian business owners.

We care about growing strong and capable teams with creative, collaborative people. Your peers at Merchant Growth have diverse backgrounds, skill sets, and experiences but share an established track record of driving significant business growth.

The company is seeking a high-performing and motivated full-time CX Analyst. If you’re looking to join a company poised for continued significant growth over the next few years, where you’ll have an immediate impact on the business and team, this may be the perfect role for you. You’d also get the opportunity to work with and learn from one of the strongest leadership teams in the industry, with a track record of successfully scaling teams and impacting rapid organizational growth.

The Role

We’re seeking a data-driven CX Analyst to join our team and bring our customer experience (CX) strategy to life. In this role, you’ll be instrumental in shaping how we understand our customers, their needs, and their evolving journey with Merchant Growth’s products.

From designing and implementing end-to-end research projects to delivering meaningful insights, you’ll work with a variety of data sources, including custom studies, NPS and OSAT surveys, and business metrics. You’ll turn complex data into actionable recommendations, providing our business units (BU) with the strategic advantage to drive competitive success. Collaborating with research vendors, industry partners, and cross-functional teams, you’ll influence decisions across product, marketing, and customer service by delivering a comprehensive picture of the consumer landscape.

This role is ideal for someone who’s excited to proactively identify market trends, support internal teams with precise insights, and help establish Merchant Growth as a leader in the Canadian alternative lending space.

Main Functions

• Lead Research Projects: Design and implement research projects from start to finish, either in-house or through external vendors. Responsibilities include writing proposals, creating and testing questionnaires, deploying surveys, and presenting actionable findings to business unit (BU) partners.
• Insights Integration: Deliver comprehensive consumer insights by integrating data from multiple sources—custom studies, tracking, secondary, and syndicated research — offering a holistic view of the customer to inform business decisions.
• Consumer Insights & Trends: Develop a deep understanding of customer attitudes, needs, behaviors, and brand/product preferences. Proactively identify knowledge gaps and monitor consumer trends, competitive actions, and industry changes impacting the business.
• CX Design & Journey Mapping: Apply a design and CX-focused approach to map and refine customer journeys, ensuring workflows are intuitive, engaging, and aligned with brand standards
• Data Analysis & CX Vision: Apply strong analytical skills to develop and execute a customer experience (CX) vision that encompasses various metrics, including NPS and OSAT scores, operational data, and customer feedback.
• CX Metrics & Reporting: Provide ongoing reporting on CX data and key metrics, translating customer data into actionable insights for competitive advantage.
• Project & Partner Management: Manage relationships with BU partners and research vendors, ensuring projects align with strategic goals. Maintain strong connections with industry research partners, sharing relevant insights internally.

About You

Education & Experience:

• Bachelor’s degree in business, marketing, economics, data science, or a related field
• 5+ years of experience in data analysis, research, or a similar role, ideally within a CX, product, or market research setting

CX Design & Journey Mapping:

• Keen eye for design and user experience in CX workflows and journey mapping
• Ability to conceptualize and improve customer interactions and workflows, providing feedback on design elements that elevate the customer experience

Analytical & Research Skills:

• Strong proficiency with survey design, including writing, programming, testing, and deploying surveys
• Proven experience in data analysis, visualization, and interpretation to provide actionable insights
• Familiarity with AI tools to enhance CX insights and automation, with an understanding of how to apply AI to customer journey mapping and provide data-driven recommendations.

Communication & Presentation:

• Strong written and verbal communication skills, with the ability to present complex data in a clear and compelling way
• Ability to prepare and present reports, translating research findings into strategic recommendations for non-technical audiences

Project Management:

• Ability to manage multiple research projects simultaneously, coordinating with vendors, stakeholders, and cross-functional teams
• Strong organizational skills with attention to detail and a proactive approach to managing timelines and deliverables

Customer-Centric Mindset:

• Passion for understanding customer behaviors, needs, and preferences
• Knowledge of customer experience (CX) measurement, including familiarity with NPS and OSAT metrics, and an interest in using insights to improve customer journeys

Adaptability & Growth Mindset:

• Ability to work in a fast-paced environment and adapt to changing priorities
• Eagerness to learn and grow in a collaborative team setting, with openness to feedback and new approaches

What We Offer:

• An exciting position with a leading Canadian fintech company
• A remote workplace with an option to work in office (we are in Gastown)
• Competitive salary
• Comprehensive group health benefits (Life, AD&D, Extended Health & Dental and Travel Insurance)
• Company-wide monthly Lunch and Learns and team events
• A collaborative team environment
• Education and learning benefits

We thank all applicants for their interest; however, only selected candidates for further consideration will be contacted.