Leverage multiple sources of client data to create VOC insights that drive action
Foster relationships and consult with internal business partners to understand client experience
Support the development of plans to improve client experiences across business units
Deliver timely and actionable CX and Market research insights
Collaborate with business units to understand client experience metrics and key drivers
Consult on strategic initiatives to drive client centric decision making
Track and report on progress against plans and help teams adjust CX action plans
Support the development of new client feedback programs and conduct market research studies

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
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
The opportunity to move along a variety of career paths with amazing networking potential.
Hybrid working model allowing flexibility to work from home or in the office
Recognition as a 2025 Best Workplaces in Ontario by Great Place to Work® Canada
Certification from Excellence Canada for prioritizing employee well-being and fostering a positive work culture

Senior Consultant, CX and Market Research

Key skills