Jon Yuill Email & Phone Number

Calgary, Ab, Ca

Calgary, Alberta, Canada

Calgary, Alberta, Canada

Headed market and consumer research to unlock competitive advantages and make data-driven decisions. Created long-term vision and strategy and managed budgets, external partner relationships, team development, and resource allocation. Led initiatives to prioritize guest-impacting projects and defined key performance indicators (KPIs) for the organization. Delivered regular-cadence and ad hoc research products across various specialties.► Multi-Disciplinary Team Leadership: Led diverse team of 10, including managers, team leads and their teams of insights advisors, research analysts, UX research analysts, a speech and text analyst, and a portfolio management analyst with a people-first approach, fostering a collaborative and productive work environment.► Strategic Brand Building: Leveraged new foresight practice to create extensive data and consumer trend-informed modelling, setting a two-year post-pandemic brand restoration plan that restored, preference, and defined key performance indicators (KPIs) for brand and customer experience.► Customer Journey Optimization: Implemented journey maps and analytics to pinpoint areas of opportunity across the guest journey resulting in product development, process changes, and service design improvements that boosted Net Promoter Score by 10 points year-on-year.► Portfolio Management: Developed intake and portfolio management process to score guest-impacting initiatives. This delivered a clear list of priorities for delivery teams, capturing the demand for customer-impacting work and enabling efficient tracking and reporting of completed initiatives.► Data Utilization: Built a Linguistics practice to analyze data from various sources, enhancing existing data streams. This identified new opportunities, improved customer survey experience, and reduced listening costs.

Calgary, Alberta, Canada

Led team of five, including insights advisors, research analysts, and a text analyst, in implementing new research approaches, fostering individual professional development, and influencing executives with research intelligence. Developed insights products and a documentation strategy to effectively communicate complex consumer insights, leveraging storytelling techniques for presentations and workshops.► Customer Feedback Strategy: Transformed customer surveying from a retrospective process to an automated real-time platform, boosting customer experience data from 15K to over 1M responses annually and reducing time to insights from 4-6 weeks to 48 hours.► Brand Performance Metrics: Pioneered statistical modelling to forecast brand performance and customer experience metrics, establishing monthly, quarterly, and annual targets that informed key decisions and annual bonuses.► Market Intelligence: Produced comprehensive consumer insights, competitive assessments, and cross-vertical benchmarking, influencing fleet selection, service design, and resonating brand relaunch.► Insights Communication: Leveraged storytelling to develop insight products and documentation strategy, improving understanding of intelligence across the organization, and fostering data-driven decision-making ecosystem.► Employee Experience Enhancement: Co-developed listening strategy, driving improved retention, engagement, and leadership effectiveness through data-informed recommendations.

Calgary, Alberta, Canada

Delivered comprehensive consumer segmentation to drive decision-making processes. Initiated customer satisfaction metrics like Net Promoter Score (NPS) and Customer Effort Score (CES) across the organization. Aligned customer satisfaction tracking with financial reporting and identified early signals of business trends.► Consumer Segmentation: Delivered first-ever detailed consumer segmentation, guiding Strategy, Commercial, and Operations teams on brand differentiation and growth opportunities.► Reporting Cadence Reorganization: Aligned customer satisfaction tracking with financial quarters, enabling parallel monitoring of customer experience and financial performance.► Customer Experience Improvement: Scoped a project to reimagine guest experience, resulting in new product, process, and service elements that significantly improved the customer's journey.

Calgary, Canada Area

Managed qualitative and quantitative research projects from inception to completion, including planning, design, data collection, interpretation, and presentation of results. Headed various research projects including employee engagement, leadership effectiveness, brand perception, brand health, and operational performance. Collaborated with external partners to achieve project objectives and used creative storytelling approaches to effectively communicate complex research findings.

Calgary, Alberta, Canada

Led a two-year industry and labor market project to establish Canadian definitions of Low Carbon Jobs and the Green Economy. Led and worked alongside a team of research & insights professionals to deliver projects focused on product improvements, and customer satisfaction.

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