Experience AvivaTogether, we are Aviva. Our values — Care, Commitment, Community, and Confidence — guide how we show up for each other and for our customers. Individually, they’re words. Together, they define who we are. At Aviva Canada, we put people first, our employees, our customers, and our communities. We’re proud of a culture built on care, inclusion, and collaboration, where your voice matters and your growth is supported. We’re not just about insurance; we’re about making a real difference by protecting what matters most.The OpportunityJoin the Customer team at Aviva – working cross‑functionally with various business divisions; the team tasked with putting the customer at the forefront of all key business decisions. As part of the Research and Insights team, this role focuses on gathering both quantitative and qualitative research to provide actionable insights to improve both the customer and broker experience.What You’ll DoAnalyze and synthesize large sets of data from various sources to identify strategic opportunities for improvement. Build presentations focused on key insights from survey and 3rd party data, delivering presentations with confidence to key collaborators.Deliver ongoing internal trackers, working with business divisions to ensure questionnaires are updated to reflect or measure changes to the business, tracking performance against targets. Act as liaison with Aviva UK in reporting Canadian TNPS performance.Apply text analytics in support of survey findings to provide a lens on key drivers of customer recommendation and areas where improvement to the customer journey is required.Aid in developing and maintaining NLP/text analytics models to analyze customer calls across Sales, Service,



and Claims calls. Identify key drivers of customer contact and evaluate experience during calls, including sentiment and friction points. Support stakeholders with performance thresholds and scoring rubrics for agent performance and highlight opportunities for coaching and operational improvements.Analyze open‑text survey responses using text analytics tools to categorize responses into meaningful themes. Map insights across the customer journey to identify trends and pain points; correlate text categories with NPS to identify drivers of satisfaction and dissatisfaction. Deliver actionable qualitative recommendations to enhance customer experience.Maintain and update text analytics dashboards, monitor data pipelines to ensure consistent, accurate, and timely data flow. Identify and troubleshoot issues such as missing, inconsistent, or abnormal data volumes. Partner with technical teams to resolve data integrity issues.What You’ll BringStrong analytical background with experience translating qualitative and quantitative experience into operational insight/opportunities.



Ability to work cross‑functionally with internal Aviva business units in support of business strategy; taking lead in presenting research findings to internal stakeholders.Bachelor’s degree or equivalent work experience in marketing research.5‑7 years of research experience.Experience in quantitative and qualitative research approaches – from questionnaire design to report creation.Strong quantitative analysis skills.Strong project management skills.Excellent organizational skills.Excellent communication and written skills.Knowledge of Qualtrics survey software/XM Discover/Qlik.Strong understanding of Net Promoter Score.What You’ll GetThe salary band for this position ranges from $80,000 to $95,000. Individual salary is determined by factors such as job‑related knowledge, skills and experience, as well as internal equity.Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.Hybrid flexible work model.Outstanding career development opportunities.Support for career development education.Competitive vacation package with the option to purchase 5 extra days off per year.Employee‑driven programs focused on gender, LGBTQ+, origins, diversity, and inclusion.Corporate wellness programs to support physical and mental health.Aviva Canada welcomes applications from all qualified individuals and has a process in place to provide accommodations for persons with disabilities at all stages of the hiring process and during employment. If you require an accommodation during the interview or hiring process, please contact your Aviva Talent Acquisition Partner so that an appropriate accommodation can be arranged.Aviva Canada may use AI (Artificial Intelligence) tools during the recruitment process to screen, assess or select applicants for a position.#J-18808-Ljbffr

📌 Customer Research & Insights Specialist - C$80,000 - C$95,000 A Year (Winnipeg)
🏢 Aviva Canada
📍 Winnipeg