Customer Experience Insights Analyst

The Customer Experience Insights Analyst will support the Customer Experience team by conducting both quantitative and qualitative research to better understand customer behaviours, needs, and expectations. You will assist in mapping the competitive landscape, analyzing customer data, and conducting research activities such as surveys, interviews, and analytics. Your insights will help inform both design and business decisions, guiding improvements to the customer experience for EQ Bank users, Equitable Bank mortgage holders, and broker partners. By identifying emerging trends and areas for innovation, you'll contribute to shaping the future of our products and services, supporting both exploratory and evaluative research to drive impactful customer-centered solutions.
Who You Are :
· Insightful: Observes human behavior and tech trends to inform decisions.· Data-driven: Uses both quantitative and qualitative insights to guide recommendations.· Empathetic: Committed to improving user experiences.· Curious: Passionate about solving problems for financial service consumers.· Storyteller: Communicates recommendations clearly and compellingly.· Collaborative: Works effectively across teams.· Confident: Takes initiative and accountability, applying sound judgment.· Independent: Self-motivated, resourceful, and able to navigate ambiguity.· Proactive: Identifies challenges and presents solutions with clear recommendations.

The Work !

• Customer Research:
• Create and administer research studies to gather customer feedback and insights.
• Select appropriate research methods (e.g., conjoint analysis, surveys, interviews) and design effective lines of questioning to address specific business objectives.
• Design representative studies by applying best practices in sampling, recruitment, and participant screening to ensure valid and actionable insights.
• Perform in-depth quality checks at every stage of the process.
• Support cross-functional teams by gathering insights to help inform the design of new digital journeys, products, and features.
• Automate repeatable processes to enable more efficient turnaround on research reporting.
• Support qualitative customer research that explores customer behaviours, motivations, and pain points.


• Research Analysis:
• Analyze research results and customer behaviours to identify trends and patterns.
• Synthesize research findings into insights that support product and service decisions.
• Work with teams to interpret data and suggest improvements.
• Monitor market trends and competitor data to support business decisions.
• Analyze customer feedback and market trends to provide ongoing insights for future product improvements.


• Research Reporting and Communication of Findings:
• Develop reports that communicate findings and insights to support decision making.
• Ideate, design, and manage dashboards that consolidate KPIs and metrics across the business.
• Assist in developing customer personas and journey maps to guide design and business strategies.


• Research Planning and Admin:
• Manage research study administration and logistics.
• Manage recruitment vendors and research participant logistics.
• Support in stakeholder presentations, effectively communicating the “So what?” in what we do.

Let's Talk About You !

• Bachelor’s degree in math, economics, finance, marketing, statistics, business administration or related field.
• 2+ year’s experience in research and analytics or management consulting.
• Data savvy with a strong attention to detail and accuracy.
• Working knowledge of SQL, and SPSS
• Experience with Python is an asset.
• Expert in MS Office (Excel, Access, Power Point).
• Experience preparing executive presentations.
• Experience in managing survey platforms (such as Qualtrics) would be an asset.
• Experience with Design Thinking / Human Centered Design is an asset.
• Knowledge of Financial Services, banking & payments is an asset.
• French is an asset.