Leverage multiple sources of client data to create VOC insights that drive action to enhance the client experience
Foster relationships and consult with internal business partners to understand the business strategies
Supplement existing client experience metrics with additional data and identify any new metrics and data sources
Translate data into compelling narratives that resonate with business partners and leaders
Support the development of client experiences improvements plans with action planning activities
Deliver timely and actionable CX and Market research insights to appropriate audiences
Collaborate with business units and Experience Design teams to understand client experience metrics
Consult on key strategic initiatives across the business to drive client-centric decision making
Track and report on progress against plans and help adjust CX action plans as needed
Support the development of new client feedback programs and assist in developing action plans
Conduct workshops to identify capabilities to improve business outcomes and client satisfaction

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 to provide a broad and full picture of our CX experience
Strong data and analytics skills and applying these skills to deliver clear insights and a compelling story.

Wellness programs that support the three pillars of your health – mental, physical, and financial
Opportunity to move along a variety of career paths with amazing networking potential
Hybrid work environment allowing work at home or in the office

Senior Consultant, CX and Market Research

Key skills