Senior Marketing Analyst, Customer Experience & Insights

JOB DESCRIPTION

About the role

Our employees are at the heart of what we do best : helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you're bringing this purpose to life alongside a passionate community of experts.

Feel empowered to learn and grow while being valued for who you are- here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility. It's our employee promise. Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions. Read on to see how you can shape the future, win as a team, and grow with us.

About the role

Transforming insurance and leading the market takes creativity, empathy, dedicated work, and flawless execution. Are you driven by the challenge of identifying areas of improvement and elevating customer experiences through collaboration with a diverse range of internal teams and external partners? Do you want to build brands and experiences that consumers love and talk about? Then this may be for you!

We are looking for a Senior Specialist, Customer Experience & Insights. Reporting to the Manager, Customer Experience & Insights, the Senior Specialist, Customer Experience & Insights will lead several of Intact’s brand & customer experience research initiatives.

Your role will be highly influential. 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 ° 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

Location : Montreal or Anjou or Toronto

What You Will Need :

No Canadian work experience required but must have authorization to work in Canada

For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country

LI-Hybrid

What we offer

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team :

A financial rewards program that recognizes your success

An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased

An extensive flex pension and benefits package, with access to virtual healthcare

Flexible work arrangements

Possibility to purchase up to 5 extra days off per year

An annual wellness account that promotes an active and healthy lifestyle

Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities

Inspiring leaders and colleagues who will lift you up and help you grow

A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.