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Customer Experience and Market Research Specialist

Date: Jun 22, 2019

Location: Toronto, ON, CA, M2P-2B7

Company: Wawanesa Insurance


Wawanesa Mutual Insurance is one of the largest property and casualty insurers in Canada with $3 billion in annual revenues and assets of more than $9 billion. Wawanesa Mutual, founded in 1896 with executive offices in Winnipeg, is the parent company of Wawanesa General, which offers property and casualty insurance in California and Oregon, and Wawanesa Life, which distributes life insurance products and services throughout Canada. With over 3,500 employees, Wawanesa proudly serves over two million policyholders through nine regional offices and 41 service offices in Canada and the United States.  Wawanesa actively gives back to organizations that strengthen communities where it operates, donating well above internationally recognized benchmarks for excellence in corporate philanthropy.
We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience, advancement on a growing team.


Job Overview


Working under minimal supervision, this role is responsible for driving improvement in the customer experience by supporting the development and ongoing maintenance of Wawanesa’s Voice of the Customer (VoC) program as well as general market research initiatives.


Specifically, this role will support the development and execution of critical and timely VoC and other research programs to evaluate and recommend improvements to customer experience strategy, processes and capabilities; develop strategic overviews; evaluate new data collection and insight development techniques; and manage relationships with internal and external stakeholders related to research needs.


Job Responsibilities


  • Supports the configuration and implementation of data collection tools and survey responses through improved survey design.
  • Supports the analysis of Voice of Customer data derived from multiple sources, identifying trends/patterns and distilling information into actionable strategic insights that drive significant improvements in customer satisfaction, reducing customer complaints and driving a stronger customer experience.
  • Guides the design and analysis associated with various quantitative market research techniques including segmentation, conjoint design, concept testing, etc.
  • Guides the design and analysis associated with various qualitative market research techniques including focus groups, in-depth interviews, ethnographies, etc.
  • Manages and maintains customer feedback management platform.
  • Develops and enhances productive business relationships by liaising with internal and external stakeholders including vendors.
  • Develops, maintains, and communicates information and reports on current issues, trends and best practices related to customer experience.
  • Maintains in-depth knowledge and understanding of different research methodologies and data analysis techniques as well as channel and industry best practices.
  • Supports competitive intelligence gathering to keep key Wawanesa stakeholders abreast of the competitive landscape.
  • Performs other duties as assigned.



  • Three to Five years’ experience coordinating voice of the customer programs and/or market research programs.
  • College Diploma or University Degree in Business Administration, Economics, Social Sciences, Science (Statistics or Mathematics) or related field.
  • Demonstrated knowledge of customer experience concepts and various research methodologies.
  • Experience with customer feedback management platforms.
  • Advanced proficiency in Microsoft Office (Microsoft Excel, Word, PowerPoint) and SPSS.
  • Excellent analytical and research skills with the ability to conduct detailed analysis of information from numerous sources.
  • Advanced problem-solving skills to develop creative approaches and solutions for resolving customer experience issues.
  • Excellent verbal and written communications skills with the ability to communicate at the right level for the audience and to present information in a convincing matter.
  • Strong interpersonal skills to act with tact, diplomacy, integrity and professionalism in sometimes sensitive situations both with internal and external stakeholders.
  • Strong presentation development skills.
  • Good decision-making skills, with the ability to identify and review potential impacts.
  • Ability to work independently and in a team environment.
  • Experience with competitive intelligence techniques considered an asset.
  • Experience in financial services, and specifically insurance, considered an asset.


Wawanesa provides its employees with a respectful, challenging and rewarding environment where they can maximize their potential while contributing to the company’s goals. Our employees are provided with highly competitive compensation packages (salaries, generous vacation allowance, leave top up, goal achievement plan, premium free benefits and a pension plan).  Wawanesa provides a stable and rewarding environment for its employees in today’s challenging markets.

If you are interested in this exciting, challenging position with Wawanesa, apply today with your Resume.

Accommodations are available as needed for all applicants.


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