Customer Research & Insights Specialist – Fixed Term

Article

. Build, scale, and deliver Article’s Voice of Customer engine .

Posted 10/15/2026full-timeVancouver • CanadaMid-LevelSenior💰 CA$90,000 - CA$110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Voice of Customer (VoC) programs, leveraging customer feedback and sentiment analysis to drive strategic business decisions. Proficient in managing text tagging frameworks and utilizing data visualization tools to deliver actionable insights.

Highest-signal resume keywords

Voice Of Customer (VoC) ProgramsNLP/Sentiment AnalysisData VisualizationCustomer ResearchCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisText TaggingSentiment MetricsMarket ResearchQuantitative Analysis

Soft Skills

Customer EmpathyCollaborationInfluencing Business DecisionsOrganizational SkillsSelf-Starter Mindset

Tools & Technologies

ChattermillQualtricsGoogle SuiteExcelData Visualization Platforms

Certifications & Qualifications

Bachelor’s DegreePost Secondary Certification

Industry Keywords

Customer FeedbackCommercial InsightsOperational GoalsProduct QualityCustomer Lifetime Value

About the role

Key responsibilities & impact

Build, scale, and deliver Article’s Voice of Customer engine
Turn customer feedback datasets into commercial insights that shape business strategy and drive customer retention
Partner with department heads across Customer Care, Logistics, eCommerce, Quality, and Category Management
Manage and analyze product reviews, post delivery experience reviews, claims data, and customer care interaction logs
Maintain and refine text tagging code frames and NLP/sentiment rules within Chattermill
Deliver executive briefs and functional dashboards with strategic recommendations
Connect customer sentiment to operational costs, product quality, and customer lifetime value
Support primary and secondary market research projects
Establish partnerships with key department heads and align code frames with operational goals

Requirements

What you’ll need

Background in customer research, market insights, or Voice of Customer (VoC) programs
Balance of qualitative customer empathy and quantitative analytical rigour
Proven ability to build credibility, collaborate with cross functional stakeholders, and influence business decisions
Experience translating unstructured data, sentiment metrics, and open ended feedback into business cases and strategic recommendations
Experience or comfort managing code frames, text tagging taxonomies, or NLP/sentiment tools such as Chattermill, Qualtrics, or similar platforms
Highly organized self starter with a hybrid builder operator mindset
Proficient with Google Suite, Excel, and data visualization platforms
Bachelor’s degree or post secondary certification in Marketing, Business Administration, Analytics, Market Research, Statistics, or a related field
Legally able to work in Canada
Completion of criminal background check

Benefits

Comp & perks

15 days of vacation
1 extra day off (Inclusion and Diversity Day)
6 well-being (sick) days
Hybrid work: 3 days a week in the office
Excellent extended health, dental and vision benefits
$1000 health/lifestyle spending account for your total physical and mental well-being
TELUS Health App
Mental Health Assistance/Counseling
Virtual medical appointments
Open accessible office layout with collaboration spaces and private meeting rooms
Standup desks can be requested
Salty, sweet and healthy snacks, premium coffees and teas
Onsite fitness equipment with showers and towel service
Pickleball, badminton, and table tennis
Dog-friendly office
Free street parking
Indoor secure bike storage with change rooms and showers
45% discount on entire product range (15% for friends and family)