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About UsPeninsula is the global leader in HR and Health & Safety consultancy and software, supporting over 140,000 businesses worldwide. With more than 40 years of experience and offices across Canada, the UK, Australia, and New Zealand, we help business owners stay compliant, protect their people, and grow with confidence.In Canada, our growth has been nothing short of exceptional. In just 8 years, Peninsula Canada has become the leading provider of HR & OHS solutions, now supporting over 6,500 Canadian businesses nationwide. We are also proud to be Great Place To Work Certified, reflecting our commitment to our people, culture, and career development.Job PurposeAs the Client Experience & Insights Specialist, you will be a key individual contributor responsible for three interconnected pillars that drive service excellence across Peninsula and BrightHR: Customer Satisfaction, Quality Assurance Program Management, and Competitive Analysis. You will translate client feedback, QA data, and market intelligence into actionable insights that strengthen our client experience, inform product and service decisions, and sharpen our competitive positioning. This role requires a highly analytical, detail-oriented professional who thrives in a cross-functional environment and is passionate about using data to tell a compelling story. This is a new vacancy. This is an office-based role.Key ResponsibilitiesOwn and manage the end-to-end Customer Satisfaction (CSAT) program across Peninsula and BrightHR, including survey design, distribution, data collection, and trend analysis.Analyze CSAT results to identify root causes of dissatisfaction and surface actionable recommendations to Client Solutions, Onboarding, and Product teams.Monitor Social Media and follow up with Clients to ensure problem resolution, including taking Social Media Escalations.Design, implement, and continuously refine the Quality Assurance (QA) framework for client-facing interactions across both brands, ensuring consistent, high-quality service delivery.Conduct regular QA audits of client interactions (calls, emails, chat), score against established rubrics, and compile findings into clear, structured reports for leadership and team managers.Maintain and evolve the QA scorecard and calibration process in partnership with team managers, ensuring inter-rater reliability and fairness across both Peninsula and BrightHR evaluations.Conduct ongoing competitive analysis across the HR services and HR software landscape, tracking competitor offerings, pricing, messaging, and market positioning.Produce regular competitive intelligence reports and dashboards for the SVP of Client Solutions and Senior Leadership, synthesizing findings into strategic recommendations.Monitor industry trends, peer benchmarks, and client feedback themes to identify gaps in Peninsula and BrightHRs service and product experience relative to competitors.Collaborate with Sales, Product, and Marketing teams to inform client-facing collateral, battle cards, and positioning materials based on completed mystery shopping.Build and maintain NPS, CSAT, QA, and competitive analysis reporting infrastructure, leveraging available tools and dashboards to enable self-serve access for key stakeholders.Act as a subject matter expert on client experience quality and market positioning, presenting insights to senior leadership on a regular cadence.Education & Experience3+ years of experience in a Customer Satisfaction, Quality Assurance, or Client Insights role, ideally within an Call Centre or B2B services environmentDemonstrated experience designing or managing QA frameworks and CSAT/NPS programsWhat You BringStrong analytical skills with the ability to interpret CSAT, QA, and competitive data and translate findings into clear, compelling narratives for a range of audiences.Experience working cross-functionally with Sales, Product, and Operations teams to drive service quality improvements and competitive positioning.Strong analytical and data background with the ability to tell a story through data.A curious, self-directed mindset with the ability to manage multiple workstreams independently in a high-growth, fast-paced environment.Excellent written and verbal communication skills, with the ability to distil complex information and present findings clearly to senior leadership.A collaborative, solutions-oriented approach with strong attention to detail and commitment to continuous improvement.Genuine curiosity about market trends, client behaviours, and the competitive HR landscape, with a drive to surface insights that create a tangible business advantage for Peninsula and BrightHR.What You Get in ReturnCompetitive base salary of $75,000 - $80,000 DOE15 days of paid vacationExtra day off for your birthdayComprehensive benefits packageOngoing training, development, and career progressionReady to Take the Next Step?If youre ambitious, competitive, and ready to build a highly rewarding sales career with a global market leader, we want to hear from you.Apply now and become part of Peninsula Canadas exciting growth journey. Peninsula Canada is committed to creating an inclusive and accessible workplace. We welcome applications from all qualified individuals and will provide reasonable accommodations throughout the recruitment and selection process. If you require accommodation at any stage of the application process, please let us know and we will work with you to meet your needs.