Toronto, Canada





Job ID


Be a part of a revolutionary change At Rothmans, Benson & Hedges Inc. (“RBH”), Philip Morris International’s subsidiary in Canada, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products with the power to improve the lives of millions of smokers in the country. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. Your ‘day to day As Sr CX Analyst, you will be responsible for providing strategic business and consumer analytical services to key decision stakeholders as well as providing in-depth understanding of the customer's pain points, delights, and moments of truth throughout the journey to guide strategic consumer and business decisions. You will be accountable for: - Completing deep dive analysis on customer feedback, including the measurement of KPIs related, but not limited to, survey open and completion rates, requested and successful callbacks. You will be providing guidance to huddle teams using validated data, ensuring consumer pain points are truly being addressed and is consistently top of mind - Designing and building fit-gap analytics to aid in the prioritization of activities and initiatives, providing timely CX data analysis, visualization, storytelling (based on insights) and maintaining data reporting integrity. - Continuously analyzing all consumer data points to uncover major pain points and guide the prioritization of actionable insights, working closely with the management team in utilizing data to assist in the prioritization of initiatives based on apparent and/or anticipated consumer preferences as the primary driver of the business decision making. - Innovating to incorporate a multi-platform approach across all current and new relevant touchpoints, monitoring touchpoint activity and enhancements to improve company NSS results. YOU ARE THE RIGHT PERSON FOR THIS JOB IF YOU HAVE - Bachelor’s or College Degree in Business or other related fields. - 4-5 years of experience in business intelligence, analytics, or market research. - Good interpersonal and influencing skills, compelling communicator (written and verbal) and empathic listener. - Good understanding of consumer behavior, preferably in FMCG context. - Strong analytical skills and ability to analyze large datasets to deconstruct insights and provide recommendations. - Strong business acumen, ability to collaborate effectively with multiple departments and stakeholders, “multitasking” skills. - Advanced Microsoft Office skills, Power BI or equivalent insights & data visualization platform. - Bilingualism is an asset. WHAT WE OFFER We offer the opportunity to join an organization where you can grow in a wide range of business functions. You will have the chance to build your professional expertise, business understanding, and leadership capabilities in a collaborative, challenging environment where we will empower you to take risks, experiment and explore. Our company fosters excellence in execution and is comprised of dedicated people all working together to continue to grow our status as industry leaders. We offer our employees a competitive salary, an attractive compensation package, including flexible work schedules (where applicable), health and wellness programs, and attractive benefits options. You will also be a part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong.  WHO WE ARE We are Rothmans, Benson & Hedges Inc., Philip Morris International’s subsidiary in Canada -an International Fortune 500 Company. Today we are Canada's second largest tobacco company. In addition, RBH Inc. was awarded Top Employer for 2017, 2018 & 2019. We currently employ over 700 people throughout our six corporate and sales offices and our factory. Our parent company PMI is one of the world’s leading international tobacco companies. In addition to the manufacture and sale of cigarettes, PMI is engaged in the development and commercialization of smoke-free products. Click on the following link to learn more about what RBH believes: Rothmans, Benson & Hedges is committed to providing equal employment opportunity for all current and prospective employees, as well as to promoting a culture of inclusion and respect for everyone. We celebrate the innovation that diversity creates in the work environment, and we recognize that each employee brings their own unique capabilities, experiences, and perspectives to the organization. It is this diversity that adds value to our teams, as well as to our stakeholders. We are committed to providing equal employment opportunity regardless of race, ancestry, color, religion, sex, marital/family status (including pregnancy), national origin, sexual orientation, immigrant and newcomer status, gender identity/expression, age, citizenship, or disability. We consider qualified applicants who have passed the criminal background checks, consistent with legal requirements. We strive to recognize and value diversity and equity, and to ensure the inclusion of underrepresented groups and the four designated groups: women, Indigenous peoples, persons with disabilities and members of visible minorities. We value, respect, and equally support applicants from these groups. We welcome and encourage applicants to reach their full potential with us. If you are unable to apply for a position online, or require any further accommodation during our recruitment process, please contact: