Customer Research & Insights Specialist (Fixed +12 Month Term)

Job summary

You will build and scale the company's Voice of Customer engine by synthesizing feedback data into actionable commercial insights. You will act as a strategic partner to cross-functional leaders to drive operational improvements and inform business strategy.

Job details

Customer Research & Insights Specialist (Fixed +12 Month Term) Department: Marketing Employment Type: Fixed Term - Full Time Location: Vancouver Reporting To: Ashley Van Herten Compensation: CA$90,000 - CA$110,000 / year Description Hi there, we’re Article. 👋 We’re an online first furniture company creating remarkably better furniture experiences, one sofa at a time. Since 2013, we’ve been redefining the industry. Vancouver, BC is home to our HQ and first retail store, and our logistics network serves customers coast to coast across the US and Canada. This is where you come in. As our Customer Research & Insight Specialist (Marketing), you will help build, scale, and deliver Article’s Voice of Customer (VoC) engine, turning customer feedback datasets into commercial insights that directly shape business strategy and drive end to end customer retention. Please Note (Role Profile & Contract Term): This is a 1 Year Full Time Term Contract based out of our Vancouver HQ. This position is a strategic customer research and commercial insights role—it is not a passive reporting or general Business Analyst position. We are looking for a true business partner who combines sharp business acumen with qualitative customer empathy and cross functional influence. Understanding our customers at scale is essential to delivering remarkable experiences and driving business performance. The Customer Research & Insight Specialist sits at the intersection of customer feedback and business strategy, synthesizing data across every customer touchpoint: product reviews, experience surveys, claims data, and customer care interactions into strategic intelligence. In this role, you will do far more than generate dashboards or deliver static reports. You will act as a pragmatic business partner and passionate customer advocate who translates complex customer sentiment into tangible commercial recommendations. By owning our taxonomy frameworks, refining sentiment tools, and collaborating directly with operational leaders across Article, you will ensure the voice of the customer actively informs strategic investments, product decisions, and operational trade offs. You’ll work closely as an embedded strategic partner to leaders across Customer Care, Logistics, eCommerce, Quality, and Category Management to ensure customer sentiment directly drives operational improvements and product strategy. Within your first few months, you’d take ownership of our customer feedback datasets in our Voice of Customer tool (Chattermill), establish strong working partnerships with key department heads, and refine our code frames to align with operational goals. In a year, you’ll be proud to say you’ve elevated our VoC engine into a core business driver, established clear cross functional alignment, and influenced key business initiatives through data backed strategic recommendations. As a Particle (people of Article), you will have a high level of autonomy to solve challenging, meaningful problems the best way you can. That means you’re trusted to explore solutions you believe will work best (you’re the expert, after all). You’ll do all this while growing your career within a company that is actively scaling its commercial and direct to consumer presence. You will sit within the Marketing team, reporting into the Senior Manager, Research & Insights. Our team operates at the intersection of customer experience, brand strategy, and commercial execution, serving as an embedded strategic partner to leaders across Customer Care, Logistics, eCommerce, Quality, and Category Management. We thrive on business acumen, curiosity, clear communication, and first principles problem solving. We’re looking for someone who acts as a true consultant to internal teams, combining deep customer empathy with a sharp understanding of business drivers. This position is based out of our Vancouver, BC HQ (Hybrid in office schedule required; remote work outside Vancouver is not supported for this role). What You’ll Do: You will drive the strategic management, deep dive analysis, and cross functional implementation of customer feedback data across Article. Specifically, you will: Act as a Strategic Business Partner: Partner directly with department heads across Customer Care, Logistics, eCommerce, Quality, and Category Management to translate customer feedback into actionable business strategies and trade off decisions. Co Develop VoC Strategy & Analysis: Manage and analyze Article's Voice of Customer (VoC) datasets, including product reviews, post delivery experience reviews, claims data, and customer care interaction logs. Govern Taxonomy & Sentiment Rules: Maintain and refine text tagging code frames and NLP/sentiment rules within Chattermill to ensure open ended customer feedback is accurately categorized and optimized for commercial relevance. Deliver High Impact Executive Recommendations: Translate customer feedback into executive briefs and functional dashboards that deliver clear strategic guidance rather than just raw data updates. Drive Data Storytelling & Business Impact: Build compelling narratives that connect customer sentiment directly to operational costs, product quality, and customer lifetime value. Support Market Research Projects: Assist with broader primary and secondary market research projects as needed to support strategic enterprise initiatives. Who You Are: Strong Business Acumen: You understand how business operations, unit economics, and customer experience intersect. You focus on driving business outcomes, not just delivering reports. Strategic Business Partner: Proven ability to build credibility, collaborate with cross functional stakeholders, and influence business decisions across different operational groups. Customer Research & Insights Profile: Background in customer research, market insights, or Voice of Customer (VoC) programs with a balance of qualitative empathy and quantitative analytical rigour. Storyteller with Data: Skilled at taking unstructured data, sentiment metrics, and open ended feedback and translating them into compelling business cases and strategic recommendations. Taxonomy & Sentiment Familiarity: Experience or comfort managing code frames, text tagging taxonomies, or NLP/sentiment tools (e.g., Chattermill, Qualtrics, or similar feedback platforms). Organized & Independent: Highly organized self starter with a hybrid builder operator mindset who thrives managing multiple strategic projects simultaneously. Tech & Tool Proficient: Proficient with Google Suite, Excel, and data visualization platforms. Education: Bachelor’s degree or post secondary certification in Marketing, Business Administration, Analytics, Market Research, Statistics, or a related field. Legally able to work in Canada. Completion of criminal background check. Perks & Benefits: Wealth: The salary range is $90,000 to $110,000 Starting salary is determined by your transferable skills, knowledge, work experience, and the hiring team’s budget, which is based on business needs, market compensation data, and internal equity Life: 15 days of vacation* 1 extra day off (Inclusion and Diversity Day) 6 well-being (sick) days Hybrid work: 3 days a week in the office Total Health: Excellent extended health, dental and vision benefits $1000 health/lifestyle spending account* for your total physical and mental well-being TELUS Health App Mental Health Assistance/Counseling Virtual medical appointments Office Space: The Article HQ is a converted warehouse, with an open accessible layout and no offices (even for our founders) Work from your desk, an Article sofa, collaboration spaces, or a private meeting room Standup desks can be requested too Our kitchens are stocked with salty, sweet and healthy snacks, & all the premium coffees and teas to keep you buzzing Onsite fitness equipment with showers and towel service Pickleball, badminton, and table tennis matches happen, from very competitive to very casual A dog-friendly office - well-socialized pups are welcome Getting here: Free street parking (first come, first serve; no reserved spots for senior leaders) Indoor secure bike storage with change rooms and showers 20-minute walk to either Main Street- Science World or VCC Clark Skytrain stations Extra: 45% discount on our entire product range (15% for friends and family) *Prorated

What you’ll do

You will build and scale the company's Voice of Customer engine by synthesizing feedback data into actionable commercial insights. You will act as a strategic partner to cross-functional leaders to drive operational improvements and inform business strategy.

Requirements

The role requires a background in customer research or market insights with strong analytical and business acumen. Proficiency in taxonomy management, sentiment tools, and data visualization is essential for success in this position.

Benefits

• Extended health benefits
• Dental benefits
• Vision benefits
• Health and lifestyle spending account
• Telus health app
• Mental health assistance
• Virtual medical appointments
• Vacation
• Inclusion and diversity day
• Well-being sick days
• Product discount

Listed skills

• Data analysis · Preferred
• Cross-Functional Collaboration · Preferred
• Google Suite · Preferred
• Microsoft Excel · Preferred
• Data visualization · Preferred
• Qualitative research · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer research
• Market insights
• Voice of customer
• Data analysis
• Business acumen
• Cross-functional collaboration
• Data storytelling
• Taxonomy management
• Sentiment analysis
• Chattermill
• Google suite
• Excel
• Data visualization
• Strategic planning
• Qualitative research
• Quantitative analysis
• Empathy
• Influencing Skills
• Brand Strategy
• Self-Starter
• Business Operations
• Data Storytelling
• Curiosity
• Business Decisions
• Direct-to-Consumer (DTC)
• Voice of the Customer (VoC)
• Taxonomy
• Research
• Analytics
• Mental Health
• Business Acumen
• Business Administration
• Business Continuity Planning
• Dashboard
• Strategic Management
• Category Management
• Customer Service
• Communication
• Customer Advocacy
• Customer Retention
• Data Visualization
• E-Commerce Management
• Economics
• Equities
• Warehousing
• Marketing
• Problem Solving
• Market Research
• Refining
• Secondary Market

Job areas

• Marketing
• Data & Analytics
• Science & Research
• Customer Service & Support
• Consulting
• Customer Insights Manager
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives

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