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

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.

Responsibilities

• You will drive the strategic management, deep dive analysis, and cross functional implementation of customer feedback data across Article.
• 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.
• Manage and analyze Article's Voice of Customer (VoC) datasets, including product reviews, post delivery experience reviews, claims data, and customer care interaction logs.
• 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.
• Translate customer feedback into executive briefs and functional dashboards that deliver clear strategic guidance rather than just raw data updates.
• Build compelling narratives that connect customer sentiment directly to operational costs, product quality, and customer lifetime value.
• Assist with broader primary and secondary market research projects as needed to support strategic enterprise initiatives.

Requirements

• You understand how business operations, unit economics, and customer experience intersect. You focus on driving business outcomes, not just delivering reports.
• Proficient with Google Suite, Excel, and data visualization platforms.

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.

Why We Need You

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.

Why Article?

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.

About the Marketing & Insights Team

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).

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.

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.

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

Compensation

CA$90,000 - CA$110,000 / year