Assurant

Sr Analyst, Customer Journey Insights

Assurant$80K — $131K *
US-AnywhereRemote in Canada
Consumer Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in statistics, business, mathematics, computer science, or related field
  • 4+ years of experience in data analysis, with 2+ years in contact center environments
  • Proficiency with SQL, Microsoft Reporting Services, and Power BI
  • Experience with customer journey mapping and CX technology platforms
  • Strong analytical, problem-solving, and communication skills

Responsibilities

  • Partner with stakeholders to understand business needs and influence their roadmaps
  • Analyze customer journey data to provide actionable insights and recommendations
  • Collaborate with cross-functional teams to enhance customer experience
  • Identify opportunities where data can address business needs
  • Own and manage medium-complexity analytics initiatives
  • Participate in stakeholder meetings for status updates and priority shifts
  • Mentor interns and junior team members as needed

Benefits

  • Flexible work environment
  • Professional development opportunities
  • Mentorship programs for career growth
  • Exposure to large-scale customer experience initiatives
  • Collaborative team culture across departments
Full Job Description
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:
$80,000.00 - $131,900.00

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.

About Assurant

The Warranty Group is the world’s premier provider of extended service plans and related benefits, with operations in 33 countries and 1800 employees. We have $5 billion in assets with almost $2 billion in revenues (2010). Our wholly-owned subsidiary, Virginia Surety Company, Inc., is rated "A-" Excellent by AM Best Company, as is our UK based company, London General Insurance. By providing underwriting, claims administration and marketing expertise, The Warranty Group is a global single-source solution for manufacturers, distributors and retailers of consumer goods including autos, homes, consumer electronics, medical devices, furniture and appliances as well as financial institutions. We partner with our clients to drive revenue through customer acquisition and retention, while providing financial modeling and regulatory services. The Warranty Group is a unit of Onex Corporation (TSX:OCX), one of Canada's largest publicly-held companies with assets of $40 billion, revenues of $35 billion, and 212,000 employees worldwide(2011).

Assurant Careers

Joining Assurant means becoming part of a team that is committed to supporting your career growth and innovation in the insurance sector. As a global provider of risk management solutions, Assurant is where professional aspirations meet opportunities for real impact.

Work You’ll Do

At Assurant, you’ll be part of a culture that cherishes diversity and is grounded in our commitment to helping you thrive. We offer a variety of job opportunities that allow you to bring your whole self to work every day. From entry-level positions to leadership roles, Assurant is keen on hiring top talent to drive our mission forward.

Explore Our Job Opportunities

Whether you're looking for a full-time position or an internship, Assurant provides a platform to enhance your skills and push the boundaries of what's possible. With a focus on innovation and leadership, our team is constantly looking for ways to foster growth and improve our services.

Professional Growth and Development

Assurant is dedicated to your professional development. We provide comprehensive benefits and diversity training that ensure you have the tools needed for success. Our leadership programs are designed to cultivate your skills and help you ascend in your career through a variety of learning and networking opportunities.

Join Our Team

Assurant is not just a company; it's a community. We are committed to building a team that reflects our values of respect and inclusivity. Our hiring process is straightforward and respectful, designed to assess your skills and ensure a good fit for both parties. Prepare your resume, ace the interview, and join a team that’s ready to support you from day one.

Innovation at Assurant

At the heart of Assurant’s operations is a drive for innovation. Our employees are encouraged to think big and work together to solve challenges. This collaborative environment is ideal for those who are solution-driven and eager to make an impact in the industry.

Stay Connected

Discover more about the exciting career opportunities at Assurant by visiting our Jobs and Careers page. Stay up to date with the latest company news, and don’t miss out on the chance to become part of a leading global provider in risk management solutions.

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Learn more about Assurant
Size
15,600 employees
Market Cap
$6.4 billion
Industry
Net Income
$441.8 million
Founded
1892
5 Year Trend
+6.2%
Revenue
$10 billion
NASDAQ

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