OLG – GAME ON!
We’ve said GAME ON, and we mean it – OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based casino channels. Over the course of fiscal 2020-21 and fiscal 2021-22, OLG delivered nearly $2 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction, to become a world-class gaming entertainment leader with a globally admired digital platform.
We are ready to take this game to the next level and need a passionate Senior Manager and Senior Strategy Manager.
SENIOR MANAGER, CUSTOMER INTELLIGENCE & INSIGHTS
We are ready to take this game to the next level and need a passionate Senior Manager, Customer Intelligence & Insights to be the expert on the OLG customer and research methodologies, with proven ability to leverage customer data and insights to drive successful business outcomes. The role enables the understanding of customer needs and preferences across all OLG products and lines of business and plays a critical role in identifying and interpreting customer trends, providing strategic recommendations to inform business decisions, and fostering a culture of customer-centricity across the organization.
This role leads a team of Customer Insights Managers, supporting their professional development, ensuring governance around the methodology and quality of insights throughout the project process, ensuring workload is distributed appropriately, and that all research team members are exposed and become proficient in new and unknown areas of the research discipline. The role leads the vision, planning, insight generation, and budgeting for the department on the selection of vendors and methodologies, and determines opportunities for efficiency across the various products and studies.
YOUR ROLE IN THE GAME
Reporting to the Director Enterprise Customer Strategy & Experience, you will be empowered to:
- Work collaboratively and in lockstep with Customer Experience Strategy, Voice-of-Customer, Enterprise Analytics, Brand, and Product Teams to publish a holistic, shared understanding of who OLG’s customers are, their needs, wants, and preferences
- Source, integrate, and translate various data and insight sources to help solve complex customer problems with measurable impact
- Know when and how to apply data science and advanced analytics to customer insights to help advance OLG’s customer understanding and strategic foresight
- Go beyond surface-level insights, leveraging multiple input sources and expertise, to improve accuracy, value, and actionability of our tracking programs, customer segmentation models, customer lifecycle strategies, sales forecasting methodologies, customer journey measurement frameworks, and marketing effectiveness strategies
- Centralize insights and formalize processes to effectively advance customer intelligence across the organization
- Develop research methodologies, design questionnaires, negotiate with and manage external resources, partner with internal teams, generate insights, and clearly translate results in a way to ensure practical value for clients
- Provide consultative support and present insights to business leaders (Vice President level) to understand research results, discuss implications, and apply the insights in designing strategy, tactics, and plans
- Develop the customer intelligence practice by establishing best practices, policies, and procedures for research, and building business cases for introducing industry-leading research methodologies/technologies/tools within OLG to improve efficiency, cost-effectiveness, and reliability of research results
- Plan the annual research budget and monitor the spending on research projects to ensure cost efficiency and eliminate duplication of efforts by bringing synergy between research projects across OLG
- Identify opportunities for cost efficiencies and improving the speed and quality of research output by upskilling team capabilities, leveraging big data, and enabling more in-house DIY research
- Establish and maintain relationships with internal clients and external suppliers/vendors and represent OLG’s interests at ILC committees to ensure the research and insights function is capable of meeting current and future needs
- Mentor and train Manager level team members by providing subject matter expertise, sharing best practices, methods, technologies, and guidance to elevate discipline within the organization
- Lead the bid management process, by drafting RFPs, analyzing, and scoring proposals, to select and onboard research suppliers/vendors/platforms and liaise with procurement and legal departments to negotiate contracts for vendors/supplies/platforms
- Build and manage OLG customer panels, ensuring strict quality control of governance and customer data, designing use cases, maintaining overall health of panel, and ongoing sampling of quality respondents
WHAT YOU NEED TO PLAY
Work Experience: 7+ years of practical experience in primary and secondary research; Expert in various research methodologies, techniques and tools; Ability to design studies, write questionnaires, and develop insightful, actionable reports; Experience crafting research and delivering actionable insights to support various customer and business strategies (e.g., product development, channel optimization/omni-channel, market segmentation, lifecycle marketing, Human-Centered Research & Innovation, Customer Behaviour analysis, etc.); Understand fundamentals of advanced analytics (e.g., familiarity with developing CLTV models, quantifying the value of customer metrics, etc.), weighting, sampling, and panel management approaches; Familiarity with using SPSS and/or Q or other tabulation software to uncover patterns and trends in data; Expertise working with and analyzing data from syndicated or market reports (E.g., Nielsen, Numerator, etc.); Proficiency in using online research tools for quantitative or qualitative analysis (E.g., Qualtrics XM, UserTesting.com, etc.); Familiarity with building customer panels and panel management; Experience working as part of a Customer & Data Analytics team is a plus
Education: Bachelor’s Degree in commerce, economics, psychology, statistics, or equivalent; Master’s in one of these disciplines is an asset
Critical Skills: Quantitative and qualitative research skills; Strategic Insight skills; Analytical skills; Communication and presentation skills, and storytelling capabilities; Relationship management; Comfortable in the ambiguous, using data to get to clear answers
Negotiation and Influence: ability to negotiate and influence effectively while being open to perspectives and maintaining strong relationships
Collaboration & Fun: inclusive and collaborative work style while creating fun and excitement in our work
Integrity and Trust: do what’s right and operate with transparency and openness
SENIOR STRATEGY MANAGER
We are ready to take this game to the next level and need a passionate Senior Strategy Manager to seek out, assess, and develop strategic initiatives, trends, and opportunities to ensure the continued growth and evolution of OLG’s offering in Gaming Entertainment.
YOUR ROLE IN THE GAME
Reporting to the Director Strategy Development, you will be empowered to:
- Evaluate new strategic initiatives by designing and developing detailed business cases:
- Test and challenge the status quo using analytics, consumer insight and sound business logic
- Develop strategies that are grounded, will deliver profitable growth, and create differentiation while remaining aligned with OLG’s vision
- Outline the high-level desired business objectives to be translated by the Business Design division
- Communicate findings and proposals to senior leaders and stakeholders through formal presentations
- Support the corporate strategic planning process by providing research and analysis to guide the development and prioritization of initiatives
- Maintain an external perspective on industry trends and competitor actions to become an expert of the
Canadian
gaming entertainment landscape
- Develop strong relationships with and become a trusted, strategic advisor and collaborator to senior leaders and internal/external stakeholders
- Lead and manage assigned projects throughout the project lifecycle, supplying leadership and direction to project team members where necessary
WHAT YOU NEED TO PLAY
Work Experience: 5+ years of relevant experience in Corporate Strategy, Consulting/Advisory, or Strategy in other industries; The ideal candidate will have experience interacting with senior management, collating insights, and driving cross-functional discussions/engagements
Education: Post-secondary degree in Business, Engineering, or a related field is required; MBA or professional designation is an asset
Knowledge & Skills: History of interacting and influencing senior leadership; High level of experience in storytelling and stakeholder management; Superior problem-solving and analytical skills; Strong communication and presentation skills; High degree of comfort in ambiguity; Ability to track the interactions and interdependencies of a number of initiatives within and outside an organization; Effective in building collaborative and sustained partnerships across the business; Ability to think and act strategically, but also be willing to put strategies in action; A passion for the Gaming and Entertainment industry; A predisposition for action
Negotiation and Influence: ability to negotiate and influence effectively while being open to perspectives and maintaining strong relationships
Strategic Thinker: strong strategic and critical thinker with ability to delve into unique challenges and find creative solutions
Collaboration & Fun: inclusive and collaborative work style while creating fun and excitement in our work!
Integrity and Trust: do what’s right and operate with transparency and openness
PERKS OF JOINING OUR TEAM
- Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario
- Flexible Work Environment: to help balance both work and life
- You Matter: family-friendly work practices and hybrid work
- Freedom to Innovate: supports new and better ways to be successful
- Be your Authentic Self: environment that values diversity as a source of strength
- Learning Galore: 24-7 access to robust online learning programs
- Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario
- Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)
LEARN ABOUT OLG – GAME ON!
OLG’s purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines including, lottery, land-based casinos, digital lottery and casino, horseracing, and charitable gaming. OLG is amidst a massive transformation focusing on being customer obsessed and bringing our digital business to a whole new level.
The key to our success is our people. Our culture will be grounded in true, positive partnerships that embrace trust, clarity, and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability, leadership development, and growth opportunities. OLG is embracing more flexible work options and family-friendly work practices including hybrid work.
Equity, diversity, and inclusion are essential elements of our culture and cornerstones of the Five Truths that OLGers Live by. At OLG, our employees have the space to be themselves and use their perspectives and skills to benefit the people and the Province of Ontario. 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.
While we are re-shaping and growing our business, we are unwavering when it comes to living our purpose, and ensuring our business delivers meaningful benefits for the people of Ontario. OLG’s net profits are reinvested back into the province, contributing to the quality of life for Ontarians.
To learn more about OLG go to our website at www.olg.ca
We look forward to hearing from you, interested applicants please apply online by August 9, 2023.
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 careers@olg.ca if you require accommodation at any time throughout the hiring process.
We thank you for your interest in this opportunity; however, only those individuals selected for an interview will be contacted.