Customer Insights Analyst

This is a fully remote position, open to applicants in Canada.

📋 Description

• Analyze data related to customer and employee experiences to detect trends, areas of friction, root causes, and potential improvement opportunities.

• Monitor Voice of Customer surveys and listening posts to assess performance, identify anomalies, evaluate response rates, and ensure data quality.

• Assist in the testing phases and launching of new surveys.

• Create and manage dashboards and reporting utilizing SQL, Power BI, AI-assisted analytics, and other relevant tools.

• Integrate data from customer service, claims, digital interactions, complaints, contact centers, and operations to reveal cross-channel patterns.

• Employ AI, text/data mining, statistical analysis, and sample audits to expedite analysis and formulate hypotheses.

• Prepare presentations for stakeholders, research findings, business cases, and recommendations to enhance experiences.

• Work collaboratively with cross-functional partners and vendors.

• Engage in the agile delivery of Experience initiatives.

⛳️ Requirements

• A Bachelor's degree or equivalent expertise acquired through training, bootcamps, certifications, or self-directed learning, accompanied by a strong portfolio.

• At least 1 year of experience in a data-focused or customer experience role; relevant academic projects, internships, or certifications are also considered valuable.

• Proficiency in SQL and/or Power BI or similar business intelligence and visualization tools.

• Familiarity with programming languages or data formats such as Python, R, JSON, XML, DAX, or others.

• A solid understanding of core statistical concepts.

• Proficient in utilizing AI tools like Copilot, ChatGPT, Claude, or similar for analysis, summarization, drafting, and problem-solving tasks.

• Knowledge of CRM/customer support and survey platforms such as Salesforce, InMoment, Medallia, or Qualtrics.

• Ability to handle both structured and unstructured data, effectively communicate findings, manage priorities, and collaborate across teams.

• Employment is contingent upon successfully completing a required identity verification process, which may include biometric technology where permitted by law.

• Comfortable engaging in collaboration via videoconference.

🏝️ Benefits

• Minimal travel is anticipated.

• Collaboration via videoconference.

• Opportunities for salary growth within the position.

• Virtual interviews conducted through video.

• Required identity verification process, which may involve biometric technology where permitted by law.