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About brighthush
brighthush is a forward‑thinking organization that harnesses the power of data, artificial intelligence, and customer‑centric design to transform how businesses engage with their audiences. With a global footprint and a deep commitment to innovation, brighthush empowers teams across customer service, claims, digital, product, and technology to deliver seamless, personalized experiences that delight customers and drive sustainable growth.
Why Join the brighthush Canada Experience Team?
At brighthush, we believe that the best insights come from blending rigorous analytics with a genuine passion for people. As a Senior Customer Insights Analyst, you will sit at the intersection of customer experience, data science, and AI, turning raw data into actionable stories that shape strategy and influence day‑to‑day operations. You’ll work alongside cross‑functional partners, from frontline agents to senior leaders, and help turn complex data sets into clear, compelling narratives that guide decision‑making.
The Role in Detail
In this role, you will be the bridge between data and strategy. Your analytical rigor will uncover hidden patterns, while your storytelling skills will translate findings into business‑impacting recommendations. You will own the end‑to‑end lifecycle of customer insight projects, from data ingestion and cleaning to hypothesis testing, visualization, and stakeholder presentation.
Key Responsibilities
- Data Analysis & Trend Identification – Dive deep into customer and employee experience data to uncover patterns, friction points, and root causes that impact satisfaction and operational efficiency.
- Voice of Customer (VoC) Management – Monitor survey performance, response rates, and data quality across multiple VoC platforms. Support testing, new survey launches, and continuous improvement of our listening programs.
- Dashboard & Reporting Architecture – Build, maintain, and enhance interactive dashboards using SQL, Power BI, and AI‑assisted analytics. Ensure data visualizations are intuitive, accurate, and aligned with stakeholder needs.
- Cross‑Channel Insight Integration – Combine insights from customer service, claims, digital, complaints, contact centre, and operational data to uncover cross‑channel patterns and opportunities for holistic experience improvement.
- Advanced Analytics & Hypothesis Generation – Leverage AI, text mining, statistical analysis, and sample audits to accelerate analysis, validate findings, and develop evidence‑based hypotheses.
- Stakeholder Communication – Prepare concise readouts, research findings, business cases, and actionable recommendations for both technical and non‑technical audiences.
- Agile Collaboration – Partner with cross‑functional teams and external vendors to deliver experience initiatives on time and within scope, participating in sprint planning, stand‑ups, and retrospectives.
Essential Qualifications
- Bachelor’s degree in a quantitative field or equivalent professional experience, supported by a strong portfolio of data projects.
- Minimum of 1 year of experience in a data‑driven or customer experience role, including internships, academic projects, or certifications.
- Proficiency in SQL and/or Power BI (or comparable BI tools) for data extraction, transformation, and visualization.
- Exposure to Python, R, JSON, XML, DAX, or similar languages/data formats, coupled with a solid grasp of core statistical concepts.
- Hands‑on experience with AI tools such as Copilot, ChatGPT, Claude, or equivalent for analysis, summarization, drafting, and problem‑solving.
- Familiarity with CRM and survey platforms (e.g., brighthush, brighthush, brighthush, brighthush) and the ability to work with both structured and unstructured data.
- Strong communication skills, with the ability to translate complex findings into clear, actionable insights for diverse audiences.
- Self‑motivated, detail‑oriented, and capable of managing multiple priorities in a fast‑paced environment.
Preferred Qualifications & Additional Skills
- Certification or coursework in data analytics, customer experience, UX research, or a related discipline.
- Experience with AI/automation, dashboard development, survey design, NPS, journey mapping, or Voice of Customer programs.
- Background in regulated industries such as insurance, financial services, or banking, and familiarity with digital/CX platforms or session replay tools.
- Basic knowledge of research methodologies, process improvement, project management, agile frameworks, and workshop facilitation.
Skills & Competencies for Success
- Analytical Thinking – Ability to dissect complex datasets, identify key drivers, and translate numbers into strategic insights.
- Technical Proficiency – Advanced SQL, Power BI, and familiarity with AI‑enhanced analytics tools.
- Storytelling & Presentation – Craft compelling narratives and visual stories that resonate with executives, product teams, and frontline staff.
- Collaboration & Influence – Work effectively across departments, negotiate priorities, and champion data‑driven decision making.
- Continuous Learning – Stay current on emerging analytics techniques, AI capabilities, and industry best practices.
Career Growth & Learning Opportunities
At brighthush, your career path is designed to evolve with your ambitions. You will have access to:
- Structured learning paths that cover advanced analytics, AI, and customer experience strategy.
- Mentorship programs pairing you with senior leaders in data science and CX.
- Opportunities to lead high‑impact projects that span multiple business units and geographic regions.
- Regular hackathons and innovation challenges where you can experiment with new tools and techniques.
- Cross‑functional rotations that broaden your understanding of how data fuels business outcomes.
Work Environment & Company Culture
brighthush fosters a culture of curiosity, collaboration, and inclusivity. Our distributed teams thrive on clear communication, transparency, and mutual respect. We value:
- Flexibility – Remote work options and flexible hours to support work‑life balance.
- Innovation – Access to cutting‑edge AI tools, data science labs, and a collaborative environment that encourages experimentation.
- Diversity & Inclusion – A commitment to building a workforce that reflects the communities we serve.
- Community Impact – Opportunities to contribute to sustainability initiatives, community outreach, and diversity programs.
Compensation, Perks, and Benefits
While specific figures may vary based on experience, we offer a competitive package that includes:
- Base salary range of CAD 60,200 to 99,300, commensurate with experience.
- Performance‑based bonuses and equity opportunities.
- Comprehensive health, dental, vision, and wellness programs.
- Retirement savings plans with employer matching.
- Generous paid time off, including vacation, sick leave, and personal days.
- Employee assistance resources and mental health support.
- Professional development stipend for courses, certifications, and conferences.
Travel & Work Environment
Minimal travel is required; most collaboration will occur via video conferencing and virtual collaboration tools. You will be part of a distributed team that values clear communication, transparency, and mutual respect.
How to Apply
If you are passionate about turning data into stories that drive real change, we encourage you to apply. Submit your resume, portfolio, and a brief cover letter outlining why you’re excited about this role at brighthush. We look forward to exploring how your expertise can help shape the future of customer experience.
Equal Opportunity Employer
brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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