Senior Analyst, Customer Experience & Insights — Intact

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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