Lead Member Insights Specialist

Job Overview

The Lead Member Insights Specialist brings advanced expertise in gathering, analyzing, and interpreting data to inform business decisions—often within marketing, customer experience, or product strategy teams. This role is critical in supporting Wawanesa’s member‑centricity strategy by ensuring the member’s voice is captured and considered in decision‑making. The role is responsible for the design and execution of critical and timely member and broker research initiatives, monthly KPI reporting, and leading and managing Wawanesa’s enterprise member platform.

• Oversees end‑to‑end research projects from design to insights to action, often coordinating external research agencies.
• Leads the analysis of large and often disparate sets of behavioural and operational data to weave compelling narratives that spur action and process improvements.
• Leads the analysis of member and broker feedback, identifying trends/patterns and making recommendations for new opportunities that drive significant improvements in member experience, reducing member complaints and driving a stronger member experience.
• Develops, maintains, and communicates information and reports on current issues, trends and best practices related to customer service.
• 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 member feedback management platforms (such as Medallia) and ongoing research programs (such as our member satisfaction study).
• Keeps abreast of the newest research and insights trends to ensure Wawanesa remains on the leading edge of research methodologies.

• Relentless passion for the member.
• College Diploma or University Degree in Business Administration, Economics, Social Sciences, Science (Statistics or Mathematics) or other related field.
• Comprehensive knowledge of research methodologies.
• Experience with member feedback platforms such as Medallia is an asset.
• Eight (8+) years’ experience in a professional customer service management environment preferably executing research programs.
• 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.
• 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 confrontational or sensitive situations both with internal and external stakeholders.
• Exceptional judgement, decision making, and problem‑solving skills, with the ability to identify and review potential impacts.
• Ability to work independently and in a team environment.
• Enthusiastic, creative and easy to work with.
• Knowledge of the insurance industry and CIP is considered an asset.

At Wawanesa, we are committed to Diversity, Equity, Inclusion and Belonging (DEIB) and believe that our strength lies in the diversity of our people – this is supported by having a representative workforce. We welcome applications from all qualified candidates, including racialized persons, women, Indigenous Peoples, persons with disabilities, members of the 2

SLGBTQIA+ community, gender‑diverse and neurodiverse individuals, and anyone who can contribute to the further diversification of thought and ideas. We aim to ensure our recruitment process is accessible to all candidates. If you require accommodations during any stage of the recruitment process, please reach out in confidence to . All Wawanesa job applicants are subject to Wawanesa's Privacy Policy. Please note that the recruitment process for this position may involve the use of AI tools to screen, assess, or select applicants.

All final decisions are taken or reviewed by human recruiters and human hiring leaders in compliance with all applicable legislation.