Senior Consultant, CX and Market Research

Role Overview

• 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 the business strategies, drivers, and plans as it relates to the client experience
• Supplement the existing client experience metrics with additional data and identify any new metrics and data sources that may be required to help answer key questions
• Translate data into compelling narratives that resonate with business partners and leaders throughout the organization
• Support the development of short
• and long-term plans to improve client experiences that will increase our scores by leading action planning activities across business units and track progress
• Deliver timely and actionable CX and Market research insights are easily understood and available to all the appropriate audiences to make key decisions (including strategic, project based and operational decisions).
• Collaborate with Canadian business units and our Experience Design teams to understand the client experience metrics, trending data and key drivers
• Consult on key strategic initiatives across our business to drive client centric decision making
• Track and report on progress against our plans and help teams adjust CX action plans as needed to drive more impact
• Support the development of new client feedback programs and assist the business in developing action plans to improve performance
• Support with market research studies to explore client usage, behaviour, perceptions, beliefs, attitudes, and values by leveraging qualitative and quantitative methodologies (interviews, focus groups, surveys, ethnography, etc.).
• Conduct workshops to identify and assess capabilities to improve the business outcome and client satisfaction
• Build a deep understanding of our key clients, client segments and personas (retail clients, group members, advisors, and sponsors) and their client journeys.
• Proactively share client insights with partners and team members and take clear steps to help build a “client-obsessed” culture within Sun Life.

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. for a holistic view of the client experience
• Proven experience and strong knowledge of various CX metrics and how to best capture and share these to provide a broad and full picture of our CX experience
• 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.

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.
• Hybrid work arrangements based on business and client needs