Client Experience and Insights Manager

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

*** This role is a contract of 6 months ***

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 will require 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.

What will you do?

• Analyze and integrate Client data across multiple business lines in Canada, US and Asia while working with senior team leaders to identify insights in support of the development and execution of Sun Life’s brand and client experience strategy

• Help drive a comprehensive Client-centric strategy by proactively delivering tangible insights and recommendations for CX improvement across the organization

• Work with key stakeholders to integrate attitudinal and behavioural data to tell a rich Brand and Client experience story across all research engagements

What do you need to succeed?

• Demonstrated expert level knowledge in all facets of Market Research with a particular focus on quantitative research methodologies (prior experience conducting research for Financial Services organizations an asset)

• 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

Preferred Experience:

• 5+ years of relevant consumer insights and/or client insights experience with preference given to those with both client and vendor experience

• The successful candidate will hold a Bachelor’s degree in Business, Marketing, Market Research, Statistics, Consumer Behavior or equivalent

Unique Requirements:

• Able to accommodate early morning and late evening meetings 1-2 times per week to support business partners in Asia time zones

What’s in it for you?

• A hybrid-work environment (at least 1 in-office day/week is required)

• A friendly, collaborative, and inclusive culture

• 2022, 2023 and 2024 Best Workplaces in Canada by Great Place to Work® Canada

• 2021, 2023 Best Places to Work by Glassdoor

• 2022 Great Place to Work® list for Best Workplaces for Professional Development in Canada

The Base Pay range is for the primary location for which the job is posted.  It may vary depending on the work location of the successful candidate or other factors.  In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance.  Certain sales focused roles have sales incentive plans based on individual or group sales results. 

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to [email protected].

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range:

78,000/78 000 - 128,000/128 000

Job Category:

Marketing

Posting End Date:

25/02/2025