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Tech Stack
Tools & technologiesPythonSQL
About the role
Key responsibilities & impact- Analyze customer and employee experience data to identify trends, friction points, root causes, and improvement opportunities
- Monitor Voice of Customer surveys and listening posts for performance, anomalies, response rates, and data quality
- Support testing and new survey launches
- Build and maintain dashboards and reporting using SQL, Power BI, AI-assisted analytics, and other tools
- Combine customer service, claims, digital, complaints, contact centre, and operational data to uncover cross-channel patterns
- Use AI, text/data mining, statistical analysis, and sample audits to accelerate analysis and develop hypotheses
- Prepare stakeholder readouts, research findings, business cases, and recommendations supporting experience improvements
- Collaborate with cross-functional partners and vendors
- Participate in agile delivery of Experience initiatives
Requirements
What you’ll need- Bachelor's degree or equivalent proficiency gained through training, bootcamps, certifications, or self-directed learning with a strong portfolio
- Minimum of 1 year of experience in a data-driven or customer experience role; relevant academic projects, internships, or certifications are also valued
- Proficiency in SQL and/or Power BI or comparable business intelligence and visualization tools
- Exposure to Python, R, JSON, XML, DAX, or similar languages/data formats
- Working knowledge of core statistical concepts
- Fluency using AI tools such as Copilot, ChatGPT, Claude, or similar for analysis, summarization, drafting, and problem-solving
- Familiarity with CRM/customer support and survey platforms such as Salesforce, InMoment, Medallia, or Qualtrics
- Ability to work with structured and unstructured data, communicate findings clearly, manage priorities, and collaborate across teams
- Employment contingent upon completion of a required identity verification process, which may include biometric technology where permitted by applicable law
- Comfortable collaborating by videoconference
Benefits
Comp & perks- Minimal travel expected
- Videoconference collaboration
- Salary growth within the position
- Virtual interviews conducted on video
- Required identity verification process, which may include biometric technology where permitted by law