[Hiring] Customer Insights Analyst @Assurant

Role Description

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.
• 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• 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.

Company Description

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.