Manager, Global Client Experience and Insights

Sun Life • Toronto, ON

11d • CA$80,000 - CA$128,000 • Hybrid

About The Position

This is a 24-month contract opportunity reporting to the Director, Global Client Experience and Insights. The Manager will be directly involved in the integration, analysis, and reporting of client and consumer insights. The successful candidate will execute market insights work and integrate consumer feedback sources to provide strategic advice to the organization. This role requires an expert-level understanding of market research and consumer insights, quantitative research expertise, data analysis proficiency (e.g., in SPSS/SAS), strong storytelling skills, and advanced knowledge of Microsoft Excel and PowerPoint.

Requirements

• Strong storytelling capability with the ability to synthesize raw data into clear, compelling narratives that drive insight and inform business decisions.
• Robust data analytic skillset with direct experience conducting, interpreting, and visualizing advanced analytical analysis.
• Strong proficiency with statistical analysis software (SPSS/R) and the Microsoft Office suite (notably Excel and PowerPoint).
• Proficient at using Client Experience Measurement platform(s) (e.g. Qualtrics, Medallia, etc.) to setup, program, field, and analyze results from Client satisfaction studies.
• Experienced at using data visualization tools (e.g. Tableau, Power BI) to report on survey research results.
• Passion for being a consumer advocate within an organization and an ability to bring this mindset to the table when working with diverse business line leaders.
• Exceptional communication, writing, and presentation skills.
• High level of initiative to prioritize work amidst competing demands.
• Energetic, self-starter who enjoys sharing insights in creative and engaging ways.

Nice To Haves

• 5+ years of relevant consumer insights and/or client insights experience with preference given to those with both client and vendor experience.
• Prior experience conducting research for Financial Services organizations an asset.
• Bachelor’s degree in business, Marketing, Market Research, Statistics, Consumer Behavior or equivalent.
• Knowledge in all facets of Market Research, with experience managing Brand Health tracking programs, Ad Testing, and Concept Testing research.

Responsibilities

• Develop and execute market research projects to support the global Sun Life organization, using both quantitative and qualitative methodologies.
• Integrate consumer qualitative feedback, attitudinal survey data, and behavioral Client information to identify insights that support the development and execution of Brand, Marketing, and Innovation strategy.
• Work with multiple business lines and corporate partners to bring actionable insights to the development and execution of business strategy.
• Maintain knowledge of consumer trends within and across industry verticals, and/or regions to inform and provide context for Sun Life-specific insights gathered.
• Manage relationships and collaborate with external research vendors, acting as a liaison between Sun Life's business units and research consultancies to ensure efficient project execution, timely delivery of insights, and alignment with organizational objectives.

Benefits

• Hybrid work environment (at least 1 in-office day/week is required)
• A friendly, collaborative, and inclusive culture
• 20 vacation days per year
• Flexible Benefits from the day you join to meet the needs of you and your family
• The opportunity to move along a variety of career paths with amazing networking potential
• Access to our Global Learning Centre, available 24/7 for your learning needs
• Wellness programs that support the three pillars of your health – mental, physical and financial

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree