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.

ENT2819 - Customer Insights & Process Optimization Analyst

Job Grade

09

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 then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

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.

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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.

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