Senior Manager, Lottery Research & Insights

**Range:** 95,200.00 - 142,800.00 CAD **Job Description:** **Senior Manager Lottery Research & Insights** We are ready to take this game to the next level and need someone passionate about understanding customers, uncovering actionable insights, and shaping business strategy through research as **Senior Manager Lottery Research & Insights**. In this role, you will serve as OLG's customer and research expert, leveraging advanced research methodologies and behavioural insights to inform strategic decision-making across all lines of business. You will lead the development and delivery of customer insights that deepen understanding of customer needs, behaviours, experiences, and preferences, while identifying emerging trends and opportunities that drive business performance and enhance the customer experience. As a people leader, you will develop and mentor a team of Customer Insights Managers, champion research excellence and governance, and oversee the vision, planning, budgeting, and continuous evolution of OLG's research and insights capabilities to foster a customer-centric culture across the organization. **YOUR ROLE IN THE GAME** Reporting to the Director Enterprise Customer Strategy & Experience, you will be empowered to: * Partner with Customer Experience Strategy, Voice of Customer, Enterprise Data & AI, and business teams to build and publish a shared, evidence-based understanding of OLG customers, including their needs, behaviours, preferences and experiences * Lead the consolidated customer research and insights portfolio, plan and budget by translating business priorities into a focused research agenda, prioritizing investments and setting the strategic direction of the function * Lead quantitative and qualitative customer research from business question through research design, analysis and recommendation, ensuring findings are rigorous, actionable and connected to business decisions * Apply deep expertise across questionnaire design, sampling, weighting, segmentation, tracking and other research methodologies, and translate complex findings into clear implications and recommendations * Serve as a trusted insights partner to senior leaders, connecting evidence across research, customer feedback, behavioural, transactional and market data to answer complex business questions and inform strategy, product, marketing and customer experience decisions * Provide counsel, point of view and analysis of third-party research to various internal stakeholders * Advance OLG’s research and analytics practices by introducing fit-for-purpose methodologies, technologies and tools that improve the quality, speed, reliability and business value of customer insights * Plan the annual market research budget and monitor the spending on research projects to ensure efficiency and eliminate duplication of efforts by bringing synergy between research projects * Establish strong relationships with internal partners and external suppliers, and represen