Advisor, Voice of the Customer & Research

iA Financial Group•Montreal, QC

10d•Hybrid

About The Position

As an Advisor, Voice of the Customer & Research, you will play a key role in the evolution and modernization of customer experience measurement practices at iA Financial Group. Leveraging your expertise in customer research and Voice of the Customer (VoC), you will help transform customer data and customer insights into strategic recommendations that directly influence business initiatives and organizational decision-making. This position offers an exciting opportunity to showcase your skills and maximize your potential within a caring and trusted organization. Here, people and their development are at the heart of everything we do, fostering an environment that encourages collaboration, innovation, and continuous improvement.

Requirements

Is recognized for their ability to transform complex data into clear and relevant business recommendations
Demonstrates strong methodological rigor in both traditional and modern customer research, including study design, sampling, survey design, interviews, focus groups, and data analysis
Exhibits a high degree of autonomy in managing projects and the ability to thrive in a complex, evolving environment
Is recognized for their ability to collaborate, influence, and engage stakeholders without direct authority
Has 5 to 8 years of experience in customer experience, Voice of the Customer, market research, or customer insights
Holds a bachelor's degree in business administration, marketing, research, statistics, social sciences, or a related field
Possesses an advanced level of English, as the role requires regular participation in meetings, project collaboration, and communication with business partners, external vendors, and colleagues located outside Quebec
Possesses excellent written and spoken French communication skills, as the role requires conducting research activities, facilitating interviews and focus groups, developing surveys, analyzing feedback, and presenting findings to French-speaking stakeholders on a regular basis

Nice To Haves

A master's degree is considered an asset
Has experience in the financial services industry or within a highly regulated environment (asset)
Has knowledge of modern Voice of the Customer and survey platforms such as Qualtrics, Medallia, Forsta, Alida, or equivalent solutions (asset)
Has experience in customer journey analysis, customer satisfaction measurement, and customer experience programs (asset)
Has knowledge of CRI or NPS measurement programs (asset)

Responsibilities

Design, implement, and evolve Voice of the Customer measurement programs to support customer experience improvements across the organization
Coordinate the Customer Relationship Index (CRI) process and maintain existing NPS measurement programs in partnership with internal GCX teams and business sectors
Design and lead customer research projects (quantitative, qualitative, or mixed-methods), primarily in support of GCX growth initiatives such as cross-selling, digital journeys, segmentation, brand development, life events, onboarding, and more. You will contribute before, during, and after initiatives to maximize business impact
Transform research findings and customer data into actionable recommendations that influence business decisions and organizational priorities
Monitor market trends, consumer behavior, competitor practices, and best practices in customer experience measurement and customer research to help guide the evolution of business initiatives
Collaborate with various internal teams, business partners, and external research firms to ensure the customer voice is integrated into enterprise initiatives
Contribute to the modernization of Voice of the Customer tools, practices, and processes, including the implementation of integrated and innovative technology solutions