Senior Marketing Analyst, Customer Experience

4 weeks ago

SaintHyacinthe, Canada Intact Financial Full time

About the role

Transforming insurance and leading the market takes creativity, empathy, dedicated work, and flawless execution. Are you driven by the challenge of identifying areas of improvement and elevating customer experiences through collaboration with a diverse range of internal teams and external partners? Do you want to build brands and experiences that consumers love and talk about? Then this may be for you

We are looking for a Senior Specialist, Customer Experience & Insights. Reporting to the Manager, Customer Experience & Insights, the Senior Specialist, Customer Experience & Insights will lead several of Intact’s brand & customer experience research initiatives.

Your role will be highly influential. You will derive actionable insights and propose recommendations from a wealth of marketing, business and customers data and pioneer marketing strategies to elevate customer experience across all Intact Financial Corporation brands. Your deep understanding of the customers will help influence all levels of organization and involve close collaboration with cross-functional teams to meet our strategic objectives.

This role will specifically focus on driving insights from primary research to support the Digital business. This role requires an experienced, strategic research professional who can guide and influence partners with data driven insights and ensure we keep the customer at the center of all we do. As part of the CX organization, this person will also connect the dots across CX initiatives and recommend research that will ensure an elevated customer experience.

What You Will Do :

  • Conceptualize, lead and manage key consumer insights projects across multiple lines of business including work to support new product development, marketing communications, and omni channel customer experience.
  • Act as the research and insights subject matter expert - articulate a deep understanding and knowledge of various research methodologies to partners, including qualitative, quantitative and mixed method approaches.
  • Fluently speak to how research and customer insights impacts business decisions, and translate insights into clear, actionable recommendations.
  • Own and manage the research process from end to end (e.g., objectives, survey/guide development, analysis plan, reporting, etc.). Ensure the quality of research is best in class and employs the most rigorous and up to date methods.
  • Communicate and present findings in written and oral form to senior leaders.
  • Work closely with vendors, internal partners, and agencies to ensure research is executed on schedule and within budget.
  • Responsible for the development of 360° dashboards of brand performance by consumer segment.
  • Present findings and recommendations to senior leadership.
  • Establish on-going customer studies to measure brand health, customer satisfaction, and competitor performance.
  • Monitor and track marketing research budgets and spend, with monthly reporting to finance teams.

What You Will Need :

  • Bachelor’s degree in marketing, business, statistics, or a related field.
  • Customer Insight professional with 3-5 years of experience in qualitative and quantitative research and analytics (preferably at a top research company, consultancy, or within a client environment).
  • Must be a passionate advocate for the customer and a champion for change, willing to speak up and challenge the status quo in order to build a truly customer-centric organization and culture.
  • Extensive experience working with internal stakeholders and project sponsors to define business and research objectives, establish project milestones and timelines, provide project updates, review research findings, and use results to develop strategic recommendations.
  • Excellent knowledge of quantitative and qualitative research tools related to advertising, sponsorship and brand measurement.
  • Excellent analytical skills and a superior ability to synthesize.
  • Organized and gifted project manager; You have a sense of priorities and are comfortable dealing with multiple stakeholders, managing and tracking research budgets and handling tight deadlines.
  • Constantly on the lookout for new approaches in marketing research and consumer intelligence.
  • Eye for detail.
  • Team player and good interpersonal skills.
  • Ability to leverage the data to tell a compelling story.
  • Professional person and have a desire to make an impact.
  • Energetic and have a positive attitude.
  • Enjoy working at a fast pace and thrive in an ever-changing environment.
  • No Canadian work experience required but must have authorization to work in Canada.
  • For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country.

What we offer

  • A financial rewards program that recognizes your success.
  • An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased.
  • An extensive flex pension and benefits package, with access to virtual healthcare.
  • Flexible work arrangements.
  • Possibility to purchase up to 5 extra days off per year.
  • An annual wellness account that promotes an active and healthy lifestyle.
  • Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues.
  • A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs.
  • Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities.
  • Inspiring leaders and colleagues who will lift you up and help you grow.
  • A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

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