Customer Insights Sr Analyst

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.

Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.

Our brand promise - Makes Work Life Better™- Reflects our commitment to employees, customers, partners and communities globally.

About The Opportunity

The Customer Insights Analyst Senior is responsible for supporting Dayforce customer feedback and Voice of Customer programs from end to end, including survey design, survey execution, data quality management, analysis, reporting, and insight generation.

This role will help Dayforce better understand customer sentiment, behavior, needs, and experience drivers across the customer journey. The analyst will partner with cross-functional stakeholders to clarify business questions, design effective feedback programs, analyze customer data, and translate findings into actionable insights that support better customer and business decisions.

What You'll Get to Do

• Customer Feedback Program Management
• Support end-to-end execution of customer feedback programs, including recurring NPS surveys, strategic customer surveys, and customer journey measurement initiatives.
• Partner with stakeholders to clarify business objectives, define research questions, and design effective surveys, including question development, audience criteria, segmentation, logic, and fielding plans.

• Data Quality, Analysis, and Reporting
• Clean, validate, and prepare customer feedback data for analysis, reporting, and stakeholder use.
• Analyze quantitative and qualitative feedback to identify customer sentiment, behavior patterns, experience drivers, risks, and opportunities across surveys, segments, and journey touchpoints.
• Develop dashboards, reports, presentations, and insight summaries that clearly communicate findings, implications, and recommended actions.

• Cross-functional Insights Partnership
• Serve as an insights partner to cross-functional teams, including Customer Success, Support, Services, Product, Marketing, Sales, Strategy, and other stakeholder groups.
• Help stakeholders access, interpret, and apply customer feedback data to business questions, planning, and decision-making.
• Present insights and recommendations clearly and concisely, helping teams understand what customers are saying, why it matters, and what actions should be considered.

• AI, Automation, and Process Improvement
• Use AI tools to support survey operations, text analysis, theme detection, summarization, reporting, and insight generation.
• Validate AI-assisted outputs to ensure accuracy, data integrity, appropriate interpretation, and alignment with business context.
• Identify opportunities to streamline, automate, or standardize recurring survey workflows, reporting processes, documentation, and quality checks.
  

Skills And Experience We Value

• Education:
• Bachelor's degree in marketing, Business, Economics, Mathematics, Statistics, or related fields.
• Experience:
• 5+ years of relevant experience in market research, data analysis, or a related role either in a Research agency or in-house research team.
• Experience managing or supporting end-to-end survey programs, including survey design, deployment, data preparation, analysis, and reporting.
• Experience working with cross-functional stakeholders and using AI, automation, or analytics tools to improve efficiency or accelerate analysis is preferred.
• Skills:
• Strong analytical and critical thinking skills, with the ability to translate complex customer feedback into simple, clear, and actionable insights.
• Strong understanding of survey design, sampling, questionnaire development, data quality, and research best practices.
• Proficiency with survey tools (Qualtrics, Surveymonkey, Alchemer) and visualization tools (PowerBI or Tableau). Familiarity with CRM tools is a plus.
  

What Would Make You Stand Out

• Curious, customer-focused, and passionate about understanding customer sentiment, behavior, and experience.
• Comfortable working in both hands-on execution and consultative insights partner capacities.
• Proactive, collaborative, detail-oriented, and committed to responsible AI use, data accuracy, and ethical handling of customer information.
• Able to work effectively with global teams across different regions, time zones, cultures, and communication styles.
  
  

What’s In It For You

Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.

We encourage individuals to apply based on their passions.

Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.

With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.

Artificial intelligence may be used in the screening, assessment, or selection of applicants for this position.

Fraudulent Recruiting

Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud

Dayforce actively monitors all job applications to ensure authenticity. Submissions determined to be fraudulent or misleading will be declined from the recruitment process

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