Manager, Customer Insights

Allshores; Halifax; On-site; CAD 90,000 - 130,000; Full time

Job summary

Allshores is seeking an accomplished Manager, Customer Insights to shape the Voice of the Customer program and translate feedback into business impact. You will align customer, broker, partner, and employee perspectives with operational and financial data to uncover opportunities and elevate experiences across the organization.

You will lead a team, drive strategy, and deliver clear recommendations through monthly, quarterly, and annual reporting for executives and operational teams.

Qualifications

• Five+ years in Voice of the Customer, CX research, or related analytics.

Responsibilities

• Support development and execution of enterprise Voice of the Customer strategy, roadmap and reporting cadence.

Skills

Voice of the Customer

CX research

Survey design

Stakeholder management

Program governance

Storytelling

Leadership

Data interpretation

Communication

Tools

Power BI

Sogolytics

Job description

Allshores is seeking an accomplished and forward-thinking Manager, Customer Insights to shape the future of our Voice of the Customer program and turn feedback into meaningful business impact. In this highly visible role, you will bring together customer, broker, partner, and employee perspectives with operational and financial data to uncover opportunities, inspire action, and elevate experiences across the organization. If you are a collaborative leader, strategic thinker, and compelling storyteller who thrives on transforming complex insights into clear recommendations and measurable results, we would love to hear from you.

Primary Responsibilities:

• Support the development and lead the execution of the enterprise Voice of the Customer strategy, roadmap, survey calendar, reporting cadence, and stakeholder engagement model.
• Implement, administer, evaluate, and continuously improve relationship, transactional, claims, onboarding, servicing, renewal, complaint, and other feedback programs.
• Work with stakeholders to determine where and when feedback should be collected; apply sound questionnaire design, sampling, response-rate, bias, and data-integrity practices.
• Analyze quantitative and written feedback with support from the CX Team Lead and other resources; identify themes, sentiment, drivers, risks, and opportunities.
• Connect feedback with complaints, claims, policy data, interactions, retention, renewals, operational performance, and financial results where relevant.
• Integrate sentiment data derived from the Voice of the Customer program with operational and financial metrics to identify relationships, explain performance, 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 operational teams, department leaders, and executives through context-appropriate monthly, quarterly, and annual reporting.
• Chair and facilitate Voice of the Customer forums; maintain a formal action register with owners, timelines, status, expected outcomes, and measured results.
• Constructively challenge delayed or insufficient actions and elevate material concerns when appropriate.
• Lead, coach and develop direct reports, structure the insights team, and use co-op, vendor, or consultant resources effectively.

Skills, Experience & Attributes:

• Five or more years of relevant experience in Voice of the Customer, customer insights, CX research and analytics, survey strategy, or a related function.
• Demonstrated management experience, including team development and cross-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 actionable stories for different audiences.
• Proven ability to move from insight to recommendation, ownership, action tracking, 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.