Customer Research & Insights Specialist

Job Overview

As part of the Customer Team's Research and Insights team, you will gather quantitative and qualitative research to provide actionable insights that improve the customer and broker experience.

Responsibilities

• Analyze and synthesize large data sets to identify strategic opportunities for improvement.
• Create presentations focused on key insights and deliver them confidently to stakeholders.
• Manage ongoing internal trackers, ensuring questionnaires reflect business changes and track performance against targets.
• Act as liaison with Aviva UK for reporting Canadian TNPS performance.
• Apply text analytics to survey findings to identify drivers of customer recommendation and areas for improvement.
• Develop and maintain NLP/text analytics models to analyze calls across Sales, Service, and Claims.
• Identify drivers of customer contact, evaluate call experience, and provide scoring rubrics for age...