Client Experience & Insights Specialist

Client Experience & Insights Specialist

As a key individual contributor, you will drive service excellence across our primary brands through three core pillars: Customer Satisfaction (CSAT), Quality Assurance (QA), and Competitive Analysis. You will synthesize client feedback, interaction data, and market intelligence into actionable strategies that sharpen our competitive edge and inform product and service evolution. This role is designed for a detail-oriented analyst who excels in cross-functional environments and is passionate about data storytelling.

You will be working full-time in office, in Downtown Toronto off of King and Union station.

Monday-Friday 8:30am-5:00pm

Core Responsibilities

• CSAT Program Management: Oversee the end-to-end lifecycle of the CSAT program, including survey architecture, data collection, and deep-dive trend analysis to identify and remediate root causes of dissatisfaction.
• Quality Assurance Framework: Design and refine a robust QA framework for all client-facing touchpoints. Conduct regular audits (calls, emails, chat) against established rubrics to ensure consistent, high-quality service delivery.
• Calibration & Reporting: Partner with department managers to maintain QA scorecards and calibration processes, ensuring fairness and reliability. Produce structured reports for leadership regarding service quality.
• Competitive Intelligence: Monitor the HR services and software landscape. Track competitor pricing, offerings, and market positioning to produce strategic dashboards and “battle cards” for Sales and Marketing teams.
• Escalation & Reputation Management: Monitor social media channels for client sentiment, managing escalations and direct outreach to ensure swift problem resolution.
• Strategic Insights: Serve as the subject matter expert on market trends and client behavior. Regularly present findings and gap analyses to Senior Leadership to inform service and product roadmaps.
• Infrastructure Development: Build and maintain the reporting architecture for NPS, CSAT, and QA metrics, creating self-serve dashboards for internal stakeholders.

Required Experience

• Professional Background: 3+ years in a Customer Satisfaction, Quality Assurance, or Client Insights role, preferably within a B2B services or contact center environment.
• Technical Expertise: Proven experience designing QA frameworks and managing formal CSAT/NPS programs.

The Candidate Profile

• Data Storyteller: Exceptional analytical skills with the ability to translate complex datasets into compelling narratives for both technical and non-technical audiences.
• Cross-Functional Catalyst: Skilled at collaborating with Sales, Product, and Operations to implement quality improvements and refine market positioning.
• Self-Directed & Agile: A curious, proactive mindset capable of managing multiple high-priority workstreams in a fast-paced, high-growth setting.
• Communication Professional: Superior written and verbal skills, with the presence to present strategic insights confidently to executive leadership.
• Market Curiosity: A genuine drive to stay ahead of industry benchmarks and competitor movements to create a tangible business advantage.

Perks and Benefits

• Paid day off on your birthday
• 3 weeks vacation
• Enhanced health and dental benefits
• Registered Retirement Savings Plan (RRSP) matching program
• Prime downtown location near Union Station
• Increased vacation entitlement after 2 and 5 years of service

51463CN

INDCAN

Portfolio are acting on behalf of our client in recruiting for this position. To the best of our knowledge, this vacancy is for a new or existing role within their organization.