Analyst, CX Intelligence and Activation

Position Responsibilities:

• Analyze always-on customer feedback across journeys, channels, products, and service experiences using VOICE Power BI, Medallia, SQL, Excel, and other customer and operational data sources.

• Synthesize customer data, verbatims, NPS, CSAT, sentiment, customer effort, and related business metrics into clear insights, reports, dashboards, and presentations that support business action.

• Use SQL and data validation techniques to query, validate, and investigate customer, operational, survey, and reporting datasets, including survey populations, customer attributes, data anomalies, and reporting discrepancies.

• Partner with Operations, Analytics, Data Engineering, Technology, Global, and other cross-functional teams to support customer listening programs, survey operations, data transfers, integrations, reporting enhancements, and platform improvements.

• Support survey governance and operations, including audience criteria, sampling methodologies, suppression rules, contact frequency, data quality reviews, documentation of business rules, and compliance-related requirements.

• Identify customer pain points, experience gaps, priority irritants, emerging trends, and root causes by connecting customer feedback with operational, financial, and business performance data.

• Translate complex customer data into clear, concise, and actionable insights that help Operations and cross-functional partners understand where to act.

• Prepare insight summaries, dashboards, presentations, reports, and customer stories that support prioritization, decision-making, and customer-focused accountability.

• Track customer themes, action plans, progress updates, and outcomes to help partners move from insight to ownership and measurable improvement.

• Support adoption and value realization of VOICE by helping teams use customer data consistently to inform decisions, prioritize improvements, and strengthen customer-focused accountability across the Canada Segment.

Required Qualifications:

• Bachelor’s degree in Business, Analytics, Marketing, Customer Experience, Data Science, Statistics, Operations, Computer Science, or a related field, or equivalent work experience.

• 3+ years of experience in analytics, customer experience, Voice of Customer, business insights, survey research, or data analysis, including experience working with customer, operational, survey, or reporting datasets.

• 1+ years of experience using SQL to query, validate, and analyze customer, operational, survey, or reporting datasets.

• Experience using Power BI, Excel, Tableau, or similar reporting and data visualization tools to analyze trends and support business decision-making.

• Experience working with customer feedback, operational, transactional, or business datasets, including data validation, quality assurance, and investigation of data issues.

• Experience translating data and customer feedback into clear insights, recommendations, reports, or presentations for business stakeholders.

• Strong analytical, critical-thinking, problem-solving, organizational, and prioritization skills.

• Strong written and verbal communication skills, with the ability to translate complex data into clear business insights.

Preferred Qualifications:

• Experience with Medallia, Qualtrics, Forsta, or similar customer listening and survey platforms.

• Experience with NPS, CSAT, customer effort, sentiment analysis, topic analysis, verbatim analysis, or other customer experience metrics.

• Understanding of customer data structures, relational data concepts, survey trigger logic, data integration principles, and customer data governance practices.

• Experience supporting survey programs, audience file management, sampling methodologies, suppression logic, data transfers, or survey operations.

• Experience partnering with Operations, Analytics, Data Engineering, Technology, Marketing, Service Design, Global Customer teams, or other cross-functional stakeholders.

• Ability to translate business needs into clear data, reporting, and technical requirements for analytics and technology partners.

• Experience using AI, automation, or advanced analytics to improve reporting, insight generation, or business adoption of customer insights.

• Strong relationship-building, communication, critical-thinking, and problem-solving skills with the ability to influence across teams.

• Customer-obsessed mindset with curiosity, attention to detail, and a passion for improving experiences.

• Comfortable working independently and collaboratively in a fast-paced environment with multiple priorities.

• Financial services, insurance, wealth, or banking experience is an asset.

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

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