Customer Experience

5 months ago

Montréal, Canada Intact Full time

Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you’re bringing this purpose to life alongside a passionate community of experts.

Feel empowered to learn and grow while being valued for who you are
- here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility. It’s our employee promise.

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Read on to see how you can shape the future, win as a team, and grow with us.

**About the role**

We're looking for a Customer Experience (CX) Data Analyst - Marketing to join our growing team

This job is a **12-months temporary** contract.

As a Customer Experience (CX) Data Analyst on our team, you will play a crucial role in making sense of customer experience data to make informed business decisions. Your main responsibility will be to analyze survey feedback and other customer satisfaction metrics and cross-reference them with operational performance data, behavioral data, and other business information. By finding new connections between data from various sources across the organization, you will provide innovative and actionable insights that will fuel strategic decisions across the organization.

**What you'll do here**:

- Act as practice leader with respect to Data Analysis: Use analytical tools to extract, transform and analyze digital data.
- Interpret complex data sets to identify trends, patterns, and key insights.
- Provide regular reporting on diverse metrics and play an important role in advancing our data analysis capabilities and remit.
- Holistic Scope: Analyze customer and broker feedback and behaviors across the entire customer journey (digital and non-digital) to improve their end-to-end experience.
- Collaborate with CX Specialists, Behavioral Scientists and Business Lines to identify areas of improvement.
- Provide recommendations to improve the customer experience and satisfaction.
- Collaborate with cross-functional teams to implement reporting strategies that leverage automation wherever possible.
- Identify trends and opportunities to maintain a competitive advantage.
- Present results to stakeholders and make strategic recommendations.
- Process: Recommend and implement the best processes and tools to bolster the CX team’s strategic role in the organization.

**What you bring to the table**:

- Master's degree (PhD is an asset) in behavioral science, business, statistics, or a related field.
- Deep understanding of statistics and capacity to leverage analysis based on machine learning, regression, multilevel modelling, structural equation modelling, analysis of variance, principal component analysis, cluster analysis.
- Excellent technical skills using a variety of tools such as R, Python, JavaScript, MATLAB, MPlus, STAN.
- Proven experience as a digital analyst or similar role (research agency is an asset).
- Analytical skills: the ability to translate data into actionable insights.
- Communication Skills: Excellent communication skills to convey complex data results to non-technical stakeholders (including leadership).
- Problem Solving: Ability to identify problems and propose effective solutions to optimize customer experience.
- Creativity: Ability to look at existing information from a new angle and explore potential connections between previously unconnected insights
- No Canadian work experience required however must be eligible to work in Canada.

LI-Hybrid

**What we offer**

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a temporary member of our team:

- Inspiring leaders and colleagues who will lift you up and help you grow
- 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.
- 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, we value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard.

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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