Customer Insights Analytics Specialist

**About Chartered Professional Accountants of Canada**

Chartered Professional Accountants of Canada (CPA Canada) is one of the most influential accounting organizations in the world. Working with the provincial, territorial and Bermudian regulatory bodies, CPA Canada supports the profession and represents Canadian CPAs at the national and international levels.

Nationally, CPA Canada acts in the public interest to promote transparency in financial markets, prepare CPAs for a rapidly evolving business environment through extensive guidance and programming, and contributes to standard setting and policy making. Globally, CPA Canada works together with international bodies to build a stronger accounting profession worldwide.

**About the opportunity**

The Customer Insights & Analytics Specialist plays a vital role in turning customer data into actionable insights that drive better experiences for CPA Canada’s customers, students, and stakeholders. This role supports the Customer Experience team by analyzing qualitative and quantitative data, uncovering trends, and delivering insight-driven recommendations that inform business decisions and strategic initiatives.

**This hybrid role is national in scope and offers flexibility for remote work. It can also be aligned with any of our office locations.**

**The targeted annual salary range for this position is $72,000 to $82,000 and is commensurate with experience.**

**What you'll do**

**Maintenance Tasks**
- Dashboards: QA and periodic checks and updates
- Tickets: follow up on technical tickets & requirements (e.g. Tracking codes implementation & other technical issues that require following up with other departments/vendors like IT & agencies)
- Tracking: make sure tracking is up and always running by periodically checking data from GA4 and different data sources and making sure GTM setup is clean and free of errors.

**Customer Data Analysis**
- Analyze customer behavior, feedback, and engagement across multiple touchpoints (e.g., surveys, CRM, web, events).
- Segment and profile customers to support personalized communications, journeys, and service strategies.
- Identify drivers of satisfaction, loyalty, and experience gaps.

**Dashboards & Reporting**
- Build, maintain, and evolve interactive dashboards and regular reports using tools like **Power BI**, **Excel**.
- Provide performance tracking on key customer metrics (e.g., NPS, CES, engagement scores).
- Support business units with ad-hoc reports and deep-dive analysis to guide decision-making.

**Voice of the Customer (VoC)**
- Support the implementation and ongoing management of CPA Canada’s VoC program.
- Analyze survey responses and feedback from multiple channels (e.g., Member Services, social media, events).
- Synthesize findings into concise, actionable insight briefs for business partners.

**Cross-functional Collaboration**
- Partner with Marketing, Member Services, Education, and IT to provide analytical support for projects involving member and student experience.
- Contribute insights to journey mapping and service design initiatives led by the Customer Experience team.

**What we're looking for**
- Education: Bachelor's degree in Business, Statistics, Marketing, Data Science, or a related field.
- Experience: 2-4 years in a data or customer insights role, ideally in a membership-based, non-profit, or professional services organization.
- Ability to read & understand basic code like HTML to diagnose website issues.
- Strong analytical and problem-solving skills with a passion for data storytelling.
- Proficient in data visualization tools (e.g., Power BI, Looker).
- Experience with CRM platforms and survey tools (e.g., Qualtrics, SurveyMonkey).
- Knowledge of SQL, DAX and others (e.g. Python, or R) is an asset.
- Knowledge of Microsoft Azure environment (e.g. Data Factory, Blob Storage) is a strong asset.
- Advanced Excel skills and comfort working with large datasets.
- Excellent communication skills; ability to translate complex findings into clear business recommendations.

**Key Competencies**
- Technical acumen: natural ability to quickly learn new platforms and systems.
- Result-oriented: open for feedback to grow, ability to admit when making a mistake, learn from it and improve (fail fast, move fast). Focus on the outcome, eyes on the prize mindset.
- Analytical Curiosity: You love digging into data and asking “why.”
- Attention to Detail: You ensure data accuracy and precision in everything you do.
- Customer Focus: You put the member and student perspective at the center of every analysis.
- Collaboration: You work effectively across teams and value shared success.
- Agility: You thrive in a fast-paced environment and pivot quickly when priorities shift.

**What it's like to work here**

At CPA Canada, we’re proud to foster a welcoming and inclusive workplace that celebrates diversity and promotes health and wellness for all employees. We believe in offering a flexible and balance