Manager, Customer Insights

Kibbi; Halifax; On-site; CAD 90,000 - 120,000; Full time

Job summary

Allshores is seeking a Manager, CustomerInsights to shape our Voice of the Customer program. You will align customer, broker, partner, and employee perspectives with data to uncover opportunities and elevate experiences across the organization.

You will lead the development and execution of the VOC strategy, collaborate with CX teams, and deliver actionable insights to executives through clear reporting and storytelling.

Qualifications

• 5+ years in Voice of the Customer, insights, or CX analytics.
• Demonstrated management with cross-functional leadership.
• Strong business analysis, survey design, and governance skills.
• Ability to turn complex data into clear, actionable stories.
• Experience with linking feedback to business outcomes.
• Advanced statistical analysis experience.
• Experience with Power BI or Sogolytics.
• Insurance or financial services experience.

Responsibilities

• Support development and lead execution of the enterprise Voice of the Customer strategy, roadmap, survey calendar, and reporting cadence.
• Implement and improve feedback programs across enterprise touchpoints.
• Determine where feedback should be collected and ensure data integrity.
• Analyze quantitative and written feedback with the CX team and stakeholders.
• Connect feedback with operations and financial results where relevant.
• Deliver actionable insights and compelling stories for leadership through reports.
• Chair Voice of the Customer forums and maintain an action register.

Skills

Voice of the Customer

Cross-functional leadership

Data storytelling

Statistical analysis

Stakeholder management

Executive communication

Dashboarding

Survey design

Tools

Power BI

Sogolytics

Job description

Allshores is seeking an accomplished and forward-thinking Manager, CustomerInsights to shape the future of our Voice of the Customer program and turnfeedback into meaningful business impact. In this highly visible role, you willbring together customer, broker, partner, and employee perspectives withoperational and financial data to uncover opportunities, inspire action, andelevate experiences across the organization. If you are a collaborative leader,strategic thinker, and compelling storyteller who thrives on transformingcomplex insights into clear recommendations and measurable results, we wouldlove to hear from you.

Primary Responsibilities:

• Support the development and lead the execution of the enterprise Voice of theCustomer strategy, roadmap, survey calendar, reporting cadence, andstakeholder engagement model.
• Implement, administer, evaluate, and continuously improve relationship,transactional, claims, onboarding, servicing, renewal, complaint, and otherfeedback programs.
• Work with stakeholders to determine where and when feedback should becollected; apply sound questionnaire design, sampling, response-rate, bias,and data-integrity practices.
• Analyze quantitative and written feedback with support from the CX Team Leadand other resources; identify themes, sentiment, drivers, risks, andopportunities.
• Connect feedback with complaints, claims, policy data, interactions,retention, renewals, operational performance, and financial results whererelevant.
• Integrate sentiment data derived from the Voice of the Customer program withoperational and financial metrics to identify relationships, explainperformance, and generate actionable insights.
• Partner with the TBD, CX Systems on dashboards, integrations, automation,text analytics, AI-enabled analysis, and improvements to survey technology.
• Deliver clear recommendations and compelling insight stories for operationalteams, department leaders, and executives through context-appropriatemonthly, quarterly, and annual reporting.
• Chair and facilitate Voice of the Customer forums; maintain a formal actionregister with owners, timelines, status, expected outcomes, and measuredresults.
• Lead, coach and develop direct reports, structure the insights team, and useco-op, vendor, or consultant resources effectively.

Skills, Experience & Attributes:

• Five or more years of relevant experience in Voice of the Customer, customerinsights, CX research and analytics, survey strategy, or a related function.
• Demonstrated management experience, including team development andcross-functional leadership.
• Strong business analysis, survey design, interpretation, facilitation,stakeholder management, and program governance skills.
• Exceptional ability to turn complex data into clear, credible, and actionablestories for different audiences.
• Proven ability to move from insight to recommendation, ownership, actiontracking, and measurable business or customer outcomes.
• Advanced statistical analysis experience.
• Experience with Power BI, Sogolytics, or comparable survey, analytics,and visualization platforms.
• Experience connecting customer feedback with commercial and operational data.
• Insurance or financial services experience.