Customer Insights Analyst Jobs

Why you’ll love Softchoice:

We are a software-focused IT solutions and services provider that equips organizations to be agile and innovative, and for their people to be engaged, connected, and creative at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology. By doing these things we help them create success for their customers and their people.

We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities.

The impact you will have:

Softchoice is reimagining the role we play in our customers’ lives, and we are seeking great people to strengthen our customer centric culture. Are you ready to be part of this change? In the rapidly changing IT environment, full of complex challenges for customers, our role is to ensure their experience with Softchoice is engaging, effortless, and valuable.

The Customer Experience Office (CXO) chooses the toughest of challenges that affect our customers and works in small teams to find solutions. As a Customer Insights Analyst, you will set the foundation for the business to understand customers’ end-to-end journeys and how to continuously improve.

What you'll do:

Under the Director of Customer Experience, the Customer Insights Analyst is responsible for effectively collecting customer feedback through multiple touchpoints across the business, visualizing this feedback for end users, maintaining high data quality within our customer sentiment platform, and maintaining the platform. In this role you will,

• Oversee the text analytics of various customer sentiment surveys & apply business context to results
• Turn data into information to drive action & propose recommendations to stakeholders
• Respond to customer questions/concerns received via the CXO alias
• Oversee our voice of the customer program, which includes administering surveys, maintaining text analytics, monitoring error logs, troubleshooting errors & maintaining data cleanliness.
• Proactively identify issues that may affect systems and processes, identify solutions, and triage with internal technical teams or vendors as needed
• Manage our customer sentiment platform as a certified SME by identifying gaps, proactively implementing improvements, and building new functionality to meet the evolving needs of the program
• Visualize data by building & enhancing dashboards/reporting for leaders throughout the business
• Work closely with other technical teams (Salesforce, ServiceNow) on API integrations with Qualtrics, including customer sentiment data loading/mapping between systems, and testing

What you’ll bring to the table:

• Strong technical aptitude and/ or knowledge of customer sentiment systems
• A proactive self-starter that can work independently on multiple deliverables
• Ability to create/read test cases and debug logs
• University or College degree in technology or business-related field
• Level 1 certification in Qualtrics platform essentials minimum (Expert certifications an asset)
• 3-5 years related work experience in CX or Customer Success
• A curious mindset, willing to problem solve and ask questions
• Excellent communication and presentation skills
• High attention to detail
• Previous experience with the Salesforce or ServiceNow platform an asset

Not sure if you qualify? Think about applying anyway:

We understand that not everyone brings 100% of the skills and experience for the role.

At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds. Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.

Why people love working here:

• We offer meaningful work and opportunities for career growth.
• We have raised over $3 million through Softchoice Cares, our grassroots fundraising organization.
• Recognized as a Best Workplace in Canada by the Great Place to Work Institute for 17 consecutive years.
• We offer an opportunity to build and grow a career in the technology industry.
• We have also been recognized as a Best Workplace for Women, Best Workplace for Inclusion, Best Workplace for Giving Back and Best Place to Work for LGBTQ+ Equality.
• We offer hybrid and remote working opportunities.
• Softchoice has been certified as a Great Place to Work in the United States for several years.
• Our team members have 2 paid volunteer days per year to give back to a cause of their choice.
• Comprehensive benefits from day one of employment.

Inclusion & Equal opportunity employment:

We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.

Require accommodation? We are ready to help:

We are proud to provide interview & employment accommodation during the recruitment and hiring process. If you require any accommodation to apply or interview for a position, please reach out directly to [email protected] . We are committed to working with you to best meet your needs.

Our commitment to your experience:

We are committed to the safety of all applicants and team members. With that in mind, we have implemented digital interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will be doing the same.

Before you start with us, we will conduct a criminal record check, verify your education, and check your references.

When you join Softchoice, we will onboard you remotely. Don't worry. It's quick, simple and you'll be connected with your new team in no time.

Job Requisition ID: 4897

EoE/M/F/Vet/Disability 

Associate