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.

• 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 agent performance.
• Provide data‑driven insights on strengths and opportunities for improvement.
• Analyze open‑text survey responses, map insights across the journey, correlate with NPS, and deliver qualitative recommendations.
• Maintain dashboards, monitor data pipelines, troubleshoot data issues, and collaborate with technical teams to resolve integrity problems.

• Bachelor’s degree or equivalent work experience in marketing research.
• 5‑7 years of research experience, covering both quantitative and qualitative methods.
• Strong quantitative analysis skills.
• Experience with questionnaire design and report creation.
• Excellent project management, organizational, communication, and written skills.
• Proficiency with Qualtrics survey software, XM Discover, and Qlik.
• Deep understanding of Net Promoter Score.

• Salary band $80,000 to $95,000 plus bonus eligibility, retirement savings, share plan, and health benefits.
• Hybrid flexible work model.
• Career development opportunities and support for professional development.
• Competitive vacation package with the option to purchase additional days.
• Corporate wellness programs.
• Inclusion programs supporting gender, LGBTQ+, origins, and diversity.

Aviva Canada is an equal opportunity employer and welcomes applications from all qualified individuals. Accommodations are provided for persons with disabilities at all stages of the hiring process.