Senior Analyst, CX Insights

Intact FC • Montreal, QC

10d • Hybrid

About The Position

Intact’s Marketing team is seeking a Senior Analyst to join their Customer Experience Insights practice. In this role, you will help lead the implementation and optimization of customer experience survey programs in Qualtrics, transform customer feedback into actionable insights, and drive strategic reporting of CX metrics—such as Customer Advocacy—for executive leadership. You’ll partner closely with cross-functional stakeholders to enhance customer journeys and ensure our voice-of-customer (VoC) programs are robust, scalable, and aligned to business priorities.

Requirements

• Bachelor’s degree in marketing, Business, Statistics, Economics, Psychology, or related field or a combination of education and work experience
• 5+ years experience in customer experience research, VoC programs, or marketing/insights analytics (or equivalent), with hands-on ownership of survey platforms (strong preference for Qualtrics)
• Demonstrated experience building executive-level dashboards and reports for CX metrics (NPS, CSAT, CES), and presenting to senior leadership
• Proven track record managing cross-functional projects with multiple stakeholders
• Proficiency with Qualtrics (survey design, distributions, dashboard creation)
• Strong data analysis skills in Excel and at least one visualization/analysis tool (e.g., Power BI, DisplayR, or similar)
• Strong storytelling and communication skills—able to translate complex data into clear insights and recommendations
• Detail-oriented with excellent documentation habits and process discipline
• Proactive problem solver with a continuous improvement mindset
• Collaborative team player who can influence without authority
• For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country
• Authorization to work in Canada

Nice To Haves

• Master’s degree
• Familiarity with statistical techniques (e.g., regression, significance testing)
• SQL or Python/R exposure

Responsibilities

• Work with internal partners and external vendors to design, deploy, and maintain customer experience survey programs in Qualtrics (surveys, contact lists, automations, triggers, workflows)
• Ensure proper sampling and governance, including contact rules, suppression logic, and consent/compliance considerations
• Manage end-to-end survey lifecycle, including testing, launch, monitoring, and continuous optimization
• Evaluate and implement enhancements within the Qualtrics environment (e.g., XM Directory, ticketing, workflow automation)
• Partner with Data/IT teams to ensure data integrations, ETL/ELT pipelines, and identity management for CX programs are accurate and compliant
• Monitor data and survey funnel quality, ensuring issues are resolved in a timely manner
• Perform descriptive and diagnostic analysis of survey results; translate findings into clear, actionable insights and recommendations
• Leverage text analytics (e.g., sentiment, themes) and driver analysis to identify root causes and prioritize improvements
• Build and maintain dashboards and recurring reports that track CX KPIs (e.g., NPS, CSAT, CES) across journeys and segments
• Coordinate strategic reporting of CX metrics for executive leadership, including monthly/quarterly scorecards and board-ready updates
• Present insights to senior stakeholders, influencing decisions with data-driven storytelling and clear implications for the business
• Partner with Marketing, Product, Operations, Digital and Call Centre teams to align on CX priorities and track improvement initiatives
• Develop and maintain comprehensive documentation on survey methodology, measurement frameworks, workflows, and data governance
• Establish best practices and SOPs to scale CX research and ensure consistency and quality across programs
• Lead project timelines, stakeholder communications for VoC initiatives

Benefits

• Flexible work arrangements and a hybrid work model
• Possibility to purchase up to 5 extra days off per year
• Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more
• Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life)
• Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance): 10%
• Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares
• Pension offerings provide flexibility and long-term security for our employees beyond their careers
• Opportunity to receive guaranteed income for life via our defined benefit pension plan

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees