Customer Insights Analyst

Assurant, Inc.; Canada; Hybrid; CAD 65,000 - 95,000; Full time

Job summary

Assurant, Inc. in Canada seeks a Customer Insights Analyst to turn customer and employee data into actionable insights that improve experiences across Canada.

You will use SQL, Power BI, AI tools, and Voice of Customer data to identify trends, strengthen reporting, and support experience improvements with partners across business, customer service, claims, digital, product, and technology. Collaborate with cross-functional teams to build dashboards, translate findings for technical and

Qualifications

• Bachelor's degree or equivalent in a relevant field
• 1 year of data-driven or customer experience experience
• Proficiency in SQL and/or Power BI or similar tools
• Exposure to Python, R, JSON, XML, DAX or similar
• Fluency with AI tools (Copilot, ChatGPT, Claude, etc.)
• Familiarity with CRM/survey platforms (Salesforce, InMoment, Medallia, Qualtrics)
• Ability to work with structured and unstructured data and communicate findings clearly

Responsibilities

• Analyze customer and employee experience data to identify trends and improvement opportunities
• Monitor Voice of Customer surveys for performance and data quality
• Build and maintain dashboards and reporting using SQL, Power BI, and AI-assisted analytics
• Combine insights from multiple data sources to uncover cross-channel patterns
• Prepare stakeholder readouts and recommendations for experience improvements
• Collaborate with cross-functional partners and vendors in agile delivery

Skills

SQL

Data analysis

Communication

Stakeholder collaboration

Problem solving

Education

Bachelor's degree or equivalent in a relevant field

Tools

Power BI

Python

R

JSON/XML

DAX

Salesforce

InMoment

Medallia

Qualtrics

Job description

## Customer Insights AnalystApply: Canada Virtual: Full time: Posted 2 Days Ago: R-115472Join the Canada Experience team as a Customer Insights Analyst, turning customer and employee data into actionable insights that improve experiences across Canada. You will use SQL, Power BI, AI tools, and Voice of Customer data to identify trends, strengthen reporting, and support experience improvements with partners across business, customer service, claims, digital, product, and technology. # **What makes us different?** Build practical experience at the intersection of customer experience, analytics, and AI. You will work with varied data, contribute to dashboards and research, and translate findings into clear recommendations for both technical and non-technical audiences. # **What will be my duties and responsibilities in this job?** * Analyze customer and employee experience data to identify trends, friction points, root causes, and improvement opportunities.* Monitor Voice of Customer surveys and listening posts for performance, anomalies, response rates, and data quality; support testing and new survey launches.* Build and maintain dashboards and reporting using SQL, Power BI, AI-assisted analytics, and other tools.* Combine insights from customer service, claims, digital, complaints, contact centre, and operational data to uncover cross-channel patterns.* Use AI, text/data mining, statistical analysis, and sample audits to accelerate analysis and develop hypotheses.* Prepare stakeholder readouts, research findings, business cases, and recommendations that support experience improvements.* Collaborate with cross-functional partners and vendors and participate in agile delivery of Experience initiatives. # **What are the requirements needed for this position?** * Bachelor's degree or equivalent proficiency gained through training, bootcamps, certifications, or self-directed learning with a strong portfolio.* A minimum of 1 year of experience in a data-driven or customer experience role; relevant academic projects, internships, or certifications are also valued.* Proficiency in SQL and/or Power BI or comparable business intelligence and visualization tools.* Exposure to Python, R, JSON, XML, DAX, or similar languages/data formats, plus working knowledge of core statistical concepts.* Fluency using AI tools such as Copilot, ChatGPT, Claude, or similar for analysis, summarization, drafting, and problem-solving.* Familiarity with CRM/customer support and survey platforms such as Salesforce, InMoment, Medallia, or Qualtrics.* Ability to work with structured and unstructured data, communicate findings clearly, manage priorities, and collaborate across teams. # **What other skills/experience would be helpful to have?** * Coursework or certification in data analytics, customer experience, UX research, or a related field.* Experience with AI/automation, dashboards, survey design, NPS, journey mapping, or Voice of Customer programs.* Exposure to regulated industries such as insurance, financial services, or banking and to digital/CX platforms or session replay tools.* Basic knowledge of research, process improvement, project management, agile ways of working, or workshop/event support. # **How much should I expect to travel?** * Minimal travel is expected. You should be comfortable collaborating by videoconference.