Senior Consultant, CX and Market Research

Sun Life • Waterloo, ON

1d • CA$90,000 - CA$140,000 • Hybrid

About The Position

Sun Life is searching for a Senior Consultant, CX and Market Research to join the Canadian Client Experience Office (CXO). This role will support the client experience measurement program and market research requirements for Sun Life Canada, aiming to leverage insights data, analytics, and operational data to drive actionable insights and increase stakeholder CSAT scores. The goal is to foster a client-obsessed culture across the Canadian business.

Requirements

• University degree in a relevant area or equivalent experience
• Minimum of 7 years of experience working on Voice of the Client programs
• Experience gathering client insights through a variety of tools including online surveys (i.e. Qualtrics), social media, call/contact centres, etc.
• Proven experience and strong knowledge of various CX metrics and how to best capture and share these.
• A strong, demonstrated record of accomplishment of driving business results and organizational change through CX measurement and insights.
• Strong data and analytics skills and applying these skills to deliver clear insights and a compelling story.

Nice To Haves

• Strong collaboration and influencing skills, working with cross-Business Unit groups to promote and deliver client-centric change.
• Effective and confident listening and communication, comfortable in a variety of situations with junior through to senior roles.
• Excellent problem-solving skills and communication skills with the ability to present a compelling argument for change.

Responsibilities

• Leverage multiple sources of client data, including response data from relationship, journey, and channel experience feedback programs, as well as client metadata and operational data, to create VOC insights that drive action to enhance the client experience and business outcomes.
• Foster relationships and consult with internal business partners to understand business strategies, drivers, and plans as they relate to the client experience.
• Supplement existing client experience metrics with additional data and identify new metrics and data sources to answer key questions.
• Translate data into compelling narratives that resonate with business partners and leaders.
• Support the development of short- and long-term plans to improve client experiences by leading action planning activities across business units and tracking progress.
• Deliver timely and actionable CX and Market research insights that are easily understood and available to appropriate audiences for key decisions.
• Collaborate with Canadian business units and Experience Design teams to understand client experience metrics, trending data, and key drivers.
• Consult on key strategic initiatives to drive client-centric decision making.
• Track and report on progress against plans and help teams adjust CX action plans as needed.
• Support the development of new client feedback programs and assist the business in developing action plans to improve performance.
• Support market research studies to explore client usage, behavior, perceptions, beliefs, attitudes, and values using qualitative and quantitative methodologies.
• Conduct workshops to identify and assess capabilities to improve business outcomes and client satisfaction.
• Build a deep understanding of key clients, client segments, and personas, and their client journeys.
• Proactively share client insights with partners and team members and take steps to build a client-obsessed culture within Sun Life.

Benefits

• Wellness programs that support the three pillars of your health – mental, physical, and financial
• The opportunity to move along a variety of career paths with amazing networking potential.

What This Job Offers

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