Sr Analyst, Customer Journey Insights

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).

What will be my duties and responsibilities in this job?

• 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

What are the requirements needed for this position?

• 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.
• 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.

Pay Range:

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

AI and Biometric Usage

Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process.

Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

Job Scam Alert
Please be aware that during Assurant's application process, we will never ask for personal information such as your Social Security number, bank account details, or passwords. Learn more about what to look out for and how to report a scam here.