Customer Research & Insights Specialist

Experience Aviva  

Together, 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 Opportunity  

Here is an opportunity to join the Customer team at Aviva – working cross-functionally with various business divisions; the team tasked with bringing customer to the forefront of all key business decisions.

As part of the Research and Insights team, part of the Customer team, this role is focused on gathering both quantitative and qualitative research to provide actionable insights to improve both the customer and broker experience.

Does this sound like your next role? Read on!

What you'll do:

• Analyze and synthesize large sets of data from various sources to identify strategic opportunities for improvement. Ability to build presentations focused on key insights from survey and 3rd party data with the ability to deliver presentations with confidence to key collaborators.

• Responsible for delivery of ongoing internal trackers working with business divisions to ensure questionnaires are updated to reflect/measure changes to the business, tracking performance against targets. Act as a liaison with Aviva UK in reporting Canadian TNPS performance.

• Apply text analytics in support of survey findings providing business with lens on what are the key drivers of customer recommendation and those 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 (e.g., reasons for calls, repeat contact patterns) 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. Provide data-driven insights highlighting areas of strong performance as well as those areas requiring improvement.

• 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 bring:

• Strong analytical background with experience in translating qualitative and quantitative experience into operational insight / opportunities. Ability to work cross functionality 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 marketing research

• 5 to 7 years' 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 get :

• The salary band for this position ranges from $80,000 to $95,000. Please note that 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.  

• We’ll support your professional 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 our employees’ physical and mental health.