Requirements
Must have:
- We require a bachelors degree in business, customer experience, marketing, analytics, or a related discipline. - We look for at least 4 years of experience in an analyst or comparable role, with practical use of SQL and Power BI to examine structured and unstructured data, create reports, and inform business decisions. - We need at least 2 years of experience applying customer experience insights, including turning findings into clear recommendations, identifying friction points or opportunities, and supporting CX improvements. - We expect strong communication and storytelling skills, with the ability to explain complex information to non-technical audiences. - We need proven capability to manage multiple complex workstreams while succeeding in a fast-moving, agile environment. - We value strong collaboration and interpersonal skills, with comfort working across operations, product, CX, UX, IT, and third-party vendors. - We seek demonstrated curiosity and working knowledge of generative AI tools and their practical use in analytics to speed up insights, improve efficiency, and support measurable results. - Familiarity with CX or Voice of Customer platforms such as Medallia, Qualtrics, or In-Moment, along with customer journey mapping, is an asset. - Formal CX training or certification such as CCXP or Forrester is an asset. - Exposure to contact center data is preferred but not required.
Responsibilities:
- We partner with stakeholders to understand business priorities and customer experience objectives, building trusted relationships that help shape roadmaps. - We analyze and interpret customer journey data from multiple sources to uncover meaningful insights and provide actionable recommendations that drive business value. - We work cross-functionally to deliver customer experience enhancements and clearly communicate outcomes to key stakeholders. - We collaborate with a third-party software vendor to integrate new data sources that support customer journey analytics and actioning, while validating data for accuracy and trustworthiness. - We support the design, testing, and rollout of automated reporting solutions. - We mentor interns and more junior team members as needed.
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Company:
We are Assurant, a leading global business services company that supports, protects, and connects major consumer purchases. As a Fortune 500 organization operating in 21 countries, we help advance the connected world through solutions spanning mobile device protection, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance, and other specialty products. This is a fully remote role for candidates based in Canada, reporting to the Director of Omnichannel Analytics. We offer a culture known as The Assurant Way, built on service, practical innovation, and a willingness to take smart risks. We also provide a competitive pay range of $80,000 to $131,900 annually, with compensation influenced by background, experience, and location. We are committed to equal opportunity employment and responsible use of AI and biometric technology in our hiring process.
