Senior Analyst, CX Insights

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

Pay at Intact is about much more than just salary.

• 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)

Salary range (but not limited to):

Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance):

As part of our commitment to Win As A Team, we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares.

Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan.

Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

About the role

Intact’s Marketing team is seeking a Senior Analyst to join our 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.

What you'll do here:

CX Program Execution

• 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

Analyze and Communicate Customer Feedback

• 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

Reporting & Stakeholder Enablement

• 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

Project Management & Process Documentation

• 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

What you bring to the table:

• Bachelor’s degree in marketing, Business, Statistics, Economics, Psychology, or related field or a combination of education and work experience; master’s degree is a plus

• 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)

• Experience with text analytics and driver/key driver analysis; familiarity with statistical techniques (e.g., regression, significance testing) is a plus

• Comfortable working with large datasets; SQL or Python/R exposure is an asset

• 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

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

#LI-hybrid

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.