Customer Insights Analyst

Assurant; United States; Remoto; USD 60.000 - 99.000; Tempo pieno

Descrizione del lavoro

Assurant is seeking a Customer Insights Analyst to turn customer and employee data into actionable insights that enhance experiences in Canada. You’ll use SQL, Power BI, AI tools, and Voice of Customer data to identify trends and support experience improvements with partners across business, customer service, claims, digital, product, and technology.

You will analyze data, build dashboards, and translate findings into clear recommendations for technical and non-technical audiences, while

Competenze

• Bachelor’s degree or equivalent proficiency with strong portfolio.
• At least 1 year in data-driven or CX role; relevant projects or certifications valued.
• Proficiency in SQL and/or Power BI or similar BI tools.
• Exposure to Python, R, JSON, XML, DAX, or similar data formats; basic statistics knowledge.
• Fluency with AI tools (Copilot, ChatGPT, Claude) for analysis and drafting.
• Familiarity with CRM and survey platforms (Salesforce, InMoment, Medallia, Qualtrics).
• Ability to work with structured and unstructured data; clear communication; cross-team collaboration.

Mansioni

• Analyze customer and employee experience data to identify trends and improvement opportunities.
• Monitor Voice of Customer surveys for performance, anomalies, and data quality; support launches.
• Build and maintain dashboards and reporting using SQL, Power BI, AI analytics, and other tools.
• Combine insights from multiple streams to uncover cross-channel patterns.
• Use AI, text mining, statistics, and audits to accelerate analysis and form hypotheses.
• Prepare stakeholder readouts, research findings, and business cases for improvements.
• Collaborate with cross-functional partners and vendors in agile Experience initiatives.

Conoscenze

SQL

Power BI

AI tools

Voice of Customer data

Python

R

JSON

XML

DAX

Salesforce

InMoment

Medallia

Qualtrics

Formazione

Bachelor’s degree or equivalent proficiency

Strumenti

SQL

Power BI

Python

R

JSON

XML

DAX

Salesforce

InMoment

Medallia

Qualtrics

Descrizione del lavoro

Join 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.

Pay Range:

$60,200.00 - $99,300.00

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

AI and Biometric Usage

Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process. Since we would like to know the real you, we require that all of our virtual interviews be conducted on video.

Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.