Position title: Market Research Analyst – Airport Service Quality
Reports to: Manager, Market Research
Location: Montreal, Canada
Airports Council International (ACI) is the global voice of the world’s airports, bringing the industry together since 1991. ACI represents airport interests on the global stage, working closely with governments and international organizations such as ICAO. The organization also plays a key role in shaping the future of air travel by developing standards, policies, and best practices, and by delivering data, insights, and training that elevate performance across the industry.
Within ACI, the Airport Service Quality (ASQ) department is the world’s leading airport passenger satisfaction program, with over 400 participating airports in 109 countries. Our Departures, Arrivals, and Commercial Surveys provide airports with unique insight into customer experience.
The Market Research Analyst is part of the ASQ team and works closely with the team to deliver insights that help members improve their customer experience.
Is this position for you?
If you enjoy turning data into actionable insights and collaborating with a global team to improve customer experience, this role may be for you.
As a market research expert, you will contribute to the delivery of high-quality research projects that support more than 400 airports worldwide in enhancing the passenger experience. You will work closely with team members on data analysis, reporting, and client support activities, while also contributing to a variety of research initiatives and program development projects.
The ideal candidate
- Brings strong technical and analytical skills related to data analysis
- Demonstrates initiative in creating additional value in projects
- Shows solid project management skills, with the ability to manage multiple initiatives simultaneously
- Excels at delivering high-quality customer support
- Quickly understands complex processes and can connect the dots across them
The location
The position is based in Montreal, a global hub for aerospace and aviation organizations. It offers a unique opportunity to work in an international environment alongside a dedicated team delivering high-quality research programs. Remote work is available in accordance with company policy.
Major Duties and Accountabilities
- Ensure the timely and high-quality delivery of market research services for over 400 airports every quarter.
- Quality assure the delivery of market research services by reviewing and refining reports and deliverables.
- Manage the day-to-day relationships with ASQ members by providing key insights and support for questions on studies results, methodology and technical question related to BI tools.
- Be proficient on all aspects of conducting a market research project, which includes defining research objectives, drafting and programming questionnaires, analyzing data and writing research reports.
- Support the design and execution of market research initiatives, including studies, reports, and customer insight projects aligned with ASQ member needs.
- Contribute to the development of new products and services, including working with external vendors to ensure projects are completed on scope and budget.
- Perform quantitative analysis and interpret collected data using the reporting portal and statistical software (SPSS).
- Participate in Subcommittee meetings and any other webinars, presentations, or events as part of a continuing education service to members.
- Perform other duties as assigned.
Technical knowledge, skills, and abilities
- BAA, MBA, or Master degree in Marketing, Marketing Research, Business Intelligence or other related discipline.
- Experience: minimum 3-4 years in Market Research or Business Intelligence.
- Experience in direct client relations and interactions (customer satisfaction surveys experience is an asset).
- Experience with survey software tools.
- Knowledge of statistical software tools. Experience with SPSS is an asset.
- Must be proficient in MS Excel, PowerPoint, and Word.
- Superior organizational skills to carry out all tasks required, handle and prioritize multiple tasks.
- Excellent presentation, written, and spoken English skills: ability to communicate in a welcoming, effective and dynamic manner.
- Curious, proactive, autonomous with self-leadership qualities.
- Creative and enjoys working in a dynamic environment.
- Able to establish and maintain good working relationships.
- Experience in international project management is an asset.
ACI World Values
Stewardship; Member-focused; Integrity; Excellence; Collaboration; Innovation; Inclusivity
What We Offer
- A challenging and exciting position in an international and multicultural environment.
- Hybrid work environment
- 4 weeks of vacation/year.
- 5 sick days/ year.
- 5 mental wellness days/year.
- Employee cell phone (iPhone) with TELUS Health virtual care included.
- Health insurance coverage from your first day of employment.
- RRSP company matching contributions
- Opus/EXO Transit discount on monthly pass.
- Employee recognition points earned to convert into redeemable gift cards
- Very flexible employee monthly wellness account to use to achieve a greater work life balance
