The Company

Merchant Growth is Canadas leading fintech provider 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 and 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 youre looking to join a company poised for continued significant growth over the next few years, where youll have an immediate impact on the business and team, this may be the perfect role for you. You will also have 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

Were seeking a data-driven CX Analyst to join our team and bring a relentless focus to our customer experience (CX) strategy. In this role, youll be instrumental in shaping how we understand our customers, their needs, and their evolving journey with Merchant Growths products.

From designing and implementing end-to-end research projects to delivering meaningful insights, youll work with a variety of data sources, including custom studies, NPS and OSAT surveys, and business metrics. Youll 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, youll influence decisions across product, sales, marketing, and customer service by helping us deliver a superior customer experience.

This role is ideal for someone who is excited to proactively identify market trends, support internal teams with precise insights, and continue to position Merchant Growth as a thought leader in the Canadian SMB lending and growth solutions category.

Main Functions

• Lead Research Projects: Design and execute quantitative and qualitative research projects in-house or via external partnersincluding brief writing, survey creation, data analysis, and insight delivery.
• Manage Customer Feedback Program: Oversee the execution and ongoing improvement of our feedback program, ensuring insights are collected consistently and used to drive experience enhancements.
• Generate Insights: Combine multiple data sources (custom research, tracking studies, operational metrics, etc.) to develop a comprehensive view of the customer and inform business decisions.
• Customer Understanding & Trends: Build deep knowledge of customer attitudes, behaviors, and preferences. Identify knowledge gaps and stay on top of industry trends, competitor activity, and emerging consumer needs.

• CX Design & Journey Mapping: Collaborate with internal teams to continue to map and optimize end-to-end customer journeys, ensuring each touchpoint aligns with our brand and drives engagement.
• Metrics & Reporting: Maintain and communicate CX dashboards and metrics (e.g. NPS, OSAT), translating data into insights that improve the customer experience.
• Cross-Functional Collaboration: Partner with stakeholders across product, marketing, sales, service, and external vendors to ensure research is aligned with business priorities and delivers strategic value.

About you

Education & Experience:

• Bachelors 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.
• Proficiency with survey tools - experience with QuestionPro is a strong asset, though familiarity with similar platforms (e.g. SurveyMonkey, Qualtrics) is also valuable.

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
• Confident presenter, with experience preparing reports and delivering strategic recommendations to leadership.

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

• Competitive Salary
• Comprehensive Group Health Benefits (Life, AD&D, Extended Health, Vision & Dental and Travel Insurance)
• Company-wide Lunch and Learns
• Monthly Team Events
• A Collaborative Team Environment

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