Sr Analyst, Customer Journey Insights
About The Position
Are you passionate about using data and cutting-edge technology to transform customer experiences? Join us as a Senior Analyst, Customer Journey Insights and play a key role in activating insights and driving measurable improvements across digital and assisted channels. This isn’t the kind of analytics role where insights sit on a shelf - your work will directly inform decisions, optimize experiences, and help more than 300 million customers worldwide thrive. This role is ideal for those who enjoy translating complex customer experience data into clear, actionable outcomes. Reporting to the Director of Omnichannel Analytics, you’re comfortable working closely with business and partner teams, influencing decisions, and owning analytics end-to-end – from insight generation through activation and impact. Your analytical mindset, storytelling ability and passion for customer-centric insights will help us transform the customer journey. Location: Canada (100% remote, must be based in Canada).
Requirements
- Bachelor’s degree in business, customer experience, marketing, analytics or other related fields.
- 4+ years of experience in an analyst or similar role, with hands‑on experience using tools such as SQL and Power BI to analyze structured and unstructured data, build analysis or reports, and support business decision-making.
- 2+ years of experience applying customer experience (CX) insights, including translating findings into clear recommendations or actions (e.g. journey analysis, identifying friction or opportunities, supporting CX initiatives, influencing experience improvements).
- Excellent communication and storytelling skills, with the ability to present complex data clearly to non-technical audiences.
- Proven ability to manage complex workstreams while thriving in an agile, fast-paced environment.
- Strong interpersonal skills and comfort collaborating across cross-functional teams (e.g. operations, product, CX, UX, IT, third-party vendors).
- Demonstrated curiosity and working knowledge of generative AI tools and their practical application in analytics - using them to accelerate insight generation, improve efficiency, and support measurable business outcomes.
Nice To Haves
- Familiarity with CX/Voice of Customer platforms (e.g. Medallia, Qualtrics, In-Moment) and customer journey mapping is considered an asset.
- Formal CX training or certification (e.g., CCXP, Forrester) is considered an asset.
- Exposure to contact center data is preferred but not required.
Responsibilities
- Partner with stakeholders to understand business needs and customer experience goals, building strong relationships and trust to influence their roadmaps.
- Analyze and interpret customer journey data across multiple sources to uncover meaningful insights and deliver clear, actionable recommendations that drive business impact.
- Collaborate cross-functionally to deliver customer experience improvements and clearly communicate impact to key stakeholders.
- Partner with a third‑party software vendor to integrate new data sources that enable both customer journey analytics and actioning, and to validate data to ensure analytical accuracy and trust.
- Support the development, testing and deployment of automated reporting solutions.
- Mentor interns and more junior team members as needed.
Benefits
- For U.S. benefit information, visit myassurantbenefits.com.
- For benefit information outside the U.S., please speak with your recruiter.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
