Customer Insights Manager

2 weeks ago

Markham, Canada Aviva Full time

Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values - Care, Commitment, Community, and Confidence.

The Customer Insights and Reporting Manager works in the Customer Experience (CX) team. This role collaborates across all of our business functions, using CX expertise, and knowledge of data to measure, monitor, and improve the experience that we deliver for our customers across all journey points.

The Customer Insights & Reporting Manager is an expert in customer data, pulling together lead and lag measures from across the business in order to report on the performance of our customer experience, gather insight from change in measures, and proactively identify areas of opportunity for improvement.

This role also works closely with teams that collect qualitative customer feedback (e.g. Claims, Research & Insights, Aviva Connex, Customer Operations, Finance) to augment quantitative metrics, to identify key insights that will drive improvements to customer experience at Aviva Canada. In this way, the Customer Insights & Reporting Lead will inspire change that positively impacts both customers and Aviva Canada as a whole.

Come join our team

What you'll do:
Analyze and synthesize data from various sources including operational metrics, industry and competitor data, customer complaints and feedback, to identify strategic opportunities for improvement of customer experience and operational efficiencies by:
- Turning large amounts of information into useable insights and summaries- Capturing insights and prioritizing CX improvement opportunities- Presenting data and insights in a way that enables effective decision making with collaborators across the business

Lead the design and development of regular and ad hoc reporting on customer experience, complaints and conduct risk which:
- Identifies trends in customer experience, calls out anomalies in performance, and key customer struggles- Assesses customer experience and conduct risk against key drivers (i.e. culture, decision making, governance, external events) and outcomes to customers, within the market or regulatory relationships- Delivers actionable insight on root causes and potential next steps- Evolves our understanding of customer experience through seeking to continuously improve the quality of information that is shared across the organization- Ensuring alignment to operational risk management and governance activities- Supports regulatory reporting requirements on fair treatment of customers and complaints handling

Plan and facilitate discussions with partners from across the business to understand the root causes behind complaints or customer experience issues, and determine actions/next steps required to deliver an improved customer experience, including:
- Using root cause analysis techniques to truly understand what is driving a negative customer experience- Validating findings with data to ensure that performance supports hypothesis, and ensuring that the impact of improvement efforts can be measured to determine success

Understands the end-to-end customer journey and the key metrics that are used to assess each customer journey phase in order to monitor customer experience. This includes:
- How key metrics relate to the Global Customer Experience Principles- Lead benchmarking exercises by establishing thresholds for various customer and conduct metrics within several reports, and ensuring delivery within tolerance- Initiatives that are planned to improve customer experience, and the anticipated impact to the customer journey/key metrics- Proving key insights to customer journey mapping exercises

What you'll bring:
- Bachelor’s degree or equivalent work experience required- 5-7 years' insurance experience preferred- Solid ability to collaborate and work in a team environment- Experience in a consulting or operational improvement environment is preferred- Data oriented - comfortable manipulating data, drawing insights from data, creating and speaking to succinct conclusions drawn from data- Competent with Excel - Pivot tables, Vlookup, data visualization- Familiarity with Qlik dashboards is an asset- Good understanding of KPIs and impact on overall business strategies including customer experience- Solid understanding of customer operations, preferably within P&C insurance - e.g. claims, billing, underwriting

What you’ll get:
- Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.- Outstanding Career Development opportunities.- We’ll support your professional development education.- Competitive vacation package with the option to purchase 5 extra days off per year- Employee driven programs focused on gender, LGBTQ+, origins, diversity and inclusion- Corporate wellness programs to support our employees’ physical and mental health- Hybrid

  • Manager, Customer Insights

    4 weeks ago

    Markham, Canada Sofina Foods Inc Full time

    **Position Summary**: Reporting to the Director, Customer Insights, the Manager, Customer Insights will provide category management expertise and analysis for the Retail Sales organization. This role is responsible for providing our cross-functional teams and retailers with valuable customer and shopper insights with fact-based actionable recommendations to...

  • Customer Insights Manager

    2 weeks ago

    Markham, Canada Aviva Full time

    Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence. The Customer Insights and Reporting Manager works in the Customer Experience (CX) team. This role collaborates across all of our business functions, using CX expertise, and knowledge of...

  • Manager, Analytics

    4 weeks ago

    Markham, Canada TD Bank Full time

    **TD Description** Stay current and competitive. Carve out a career for yourself. Grow with us. **Department Overview** What does TD Data & Analytics stand for? For starters, we believe in visionary leadership and insights. We believe in the talent we grow to better serve our clients, and we know, many of the ground-breaking discoveries and products that...

  • Technology and Insight Analyst

    5 days ago

    Markham, Canada Aviva plc Full time

    Technology and Insight Analyst page is loaded Technology and Insight Analyst Apply locations Markham posted on Posted Yesterday job requisition id R-140837 Aviva’s Optimization team exists to improve the operational efficiency and effectiveness of our personal insurance business by leveraging data-driven insights and...

  • Technology and Insight Analyst

    5 days ago

    Markham, Canada Aviva plc Full time

    Technology and Insight Analyst page is loaded Technology and Insight Analyst Apply locations Markham posted on Posted Yesterday job requisition id R-140837 Aviva’s Optimization team exists to improve the operational efficiency and effectiveness of our personal insurance business by leveraging data-driven insights and...

  • Technology and Insight Analyst

    5 days ago

    Markham, Canada Aviva plc Full time

    Technology and Insight Analyst page is loaded Technology and Insight Analyst Apply locations Markham posted on Posted Yesterday job requisition id R-140837 Aviva’s Optimization team exists to improve the operational efficiency and effectiveness of our personal insurance business by leveraging data-driven insights and...

  • Business Insights Lead

    2 weeks ago

    Markham, Canada Aviva Full time

    Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values - Care, Commitment, Community, and Confidence.We are seeking an upbeat and experienced Business Insights Lead to work in partnership with our P&L owners for the retail distribution channel. The role will be responsible for researching...

  • Technology and Insight Analyst

    5 days ago

    Markham, Canada Aviva Full time

    Aviva’s Optimization team exists to improve the operational efficiency and effectiveness of our personal insurance business by leveraging data-driven insights and technology solutions. Through Operational change, we strive to improve customer and frontline experience and enable our leaders to make informed data driven decisions for their teams. Our goal...

  • Business Insights Lead

    2 weeks ago

    Markham, Canada Aviva Full time

    Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence. We are seeking an upbeat and experienced Business Insights Lead to work in partnership with our P&L owners for the retail distribution channel. The role will be responsible for...

  • Global Customer Success Manager

    2 weeks ago

    Markham, Canada South End Partners Full time

    Global Customer Success Manager Markham, ON | On-siteThe opportunity: Our client is a rapidly growing international manufacturer and leader in their industry. Their people play a pivotal role in shaping their business and their customer-focused culture encourages an ownership mindset, continuous improvement and career development.They are seeking a Global...

  • Global Customer Success Manager

    2 weeks ago

    Markham, Canada South End Partners Full time

    Global Customer Success ManagerMarkham, ON | On-site The opportunity: Our client is a rapidly growing international manufacturer and leader in their industry. Their people play a pivotal role in shaping their business and their customer-focused culture encourages an ownership mindset, continuous improvement and career development.They are seeking a Global...

  • Analyst - Customer Success - Retail

    11 hours ago

    Markham, Canada NielsenIQ Full time

    **Job Description**: As an Analyst, working with a team environment, you will assist in providing analytical insights to our Retailer clients through the preparation of data summaries and special analyses. You will also take action which directly results in enhanced quality for our clients and improved efficiency internally. Post-secondary degree in...

  • Revenue Growth Mgmt.

    1 month ago

    Markham, Canada Kenvue Full time

    **Revenue Growth Mgmt. & Customer Analytics Manager**-2307000904W **Description** Johnson & Johnson Consumer Health (JJCH) is currently recruiting a Revenue Growth Manager (RGM) & Customer Analytics Team Lead. The RGM & Customer Analytics Team Lead works closely with Sales, Finance, and Consumer Demand Generation Team. This role is located in Markham,...

  • VP, Street Pricing – Property, Lifestyle and Business Insights

    4 weeks ago

    Markham, Canada Aviva Full time

    Reporting to SVP PI Pricing, the VP, Street Pricing – Property, Lifestyle and Business Insight role is ultimately responsible for developing the pricing strategy in PI business segments using best in class actuarial expertise, analysis and insights. The role is accountable for the leadership and direction of over $1.5B of Property and Lifestyle portfolios...

  • Customer Experience Specialist

    1 month ago

    Markham, Canada Honda Canada Full time

    Job Description: The role of Customer Experience Specialist (CES) is to execute Honda Driving Excellence & Acura Concierge strategies by driving various in dealership activities to increase positive Customer Experience (CX) at various customer touch points resulting in industry leading CX while fulfilling Lifetime Owner Loyalty. The CES will work with...

  • VP, Street Pricing

    4 weeks ago

    Markham, Canada Aviva Full time

    Reporting to SVP PI Pricing, the VP, Street Pricing - Property, Lifestyle and Business Insight role is ultimately responsible for developing the pricing strategy in PI business segments using best in class actuarial expertise, analysis and insights. The role is accountable for the leadership and direction of over $1.5B of Property and Lifestyle portfolios...

  • Global Customer Success Manager

    2 weeks ago

    Markham, ON, Canada South End Partners Full time

    Global Customer Success ManagerMarkham, ON | On-site The opportunity: Our client is a rapidly growing international manufacturer and leader in their industry. Their people play a pivotal role in shaping their business and their customer-focused culture encourages an ownership mindset, continuous improvement and career development.They are seeking a Global...

  • VP, Street Pricing

    4 weeks ago

    Markham, ON, Canada Aviva plc Full time

    VP, Street Pricing – Property, Lifestyle and Business Insights page is loaded VP, Street Pricing – Property, Lifestyle and Business Insights Apply locations Markham posted on Posted 4 Days Ago job requisition id R-141076 Reporting to SVP PI Pricing, the VP, Street Pricing – Property, Lifestyle and Business Insight role is ultimately responsible for...

  • Category & Retailer Management Analyst

    4 weeks ago

    Markham, Canada The J. M. Smucker Company Full time

    Smucker Foods of Canada Corp. is a subsidiary of The J.M. Smucker Company. For more than 120 years, The J.M. Smucker Company has brought families together to share memorable meals and moments. Guided by a vision to engage, delight, and inspire consumers through trusted food and beverage brands that bring joy throughout their lives, Smucker has grown to be a...

  • Self Care Analytics Manager

    1 month ago

    Markham, Canada Kenvue Full time

    **Self Care Analytics Manager**-2206090282W **Description** Johnson & Johnson Consumer Health is currently recruiting for a Self-Care Analytics Manager based out of Markham, Ontario Johnson & Johnson New Planned Consumer Health Company, based in Skillman, N.J., is one of the world's largest consumer health and personal care products company. Our consumer...