About this role
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. 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).
- 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.