Ville : Toronto

Catégorie : Full-time

Industrie : Finance

Employeur : Sun Life Financial

Vous êtes unique, comme le sont votre parcours, votre expérience et votre façon de voir les choses. Ici, on vous encourage et on vous motive à donner le meilleur de vous-même, et on vous donne les moyens de le faire. Vous travaillerez avec des collègues dynamiques – experts dans leur domaine – qui sont impatients de partager leurs connaissances avec vous. Vous aurez des gestionnaires inspirants qui vous aideront à développer votre potentiel et à atteindre de nouveaux sommets. Chaque jour, vous aurez de nouvelles occasions de rendre la vie de nos Clients plus radieuse – ils sont au cœur de tout ce que nous faisons. Découvrez comment vous pouvez faire une différence dans la vie des gens, des familles, des collectivités – ici et partout dans le monde.

Description de poste:

Are you a proven research expert who is obsessed with capturing client data and analyzing it to deliver actionable insights to drive CX improvements? Sun Life is searching for the right candidate to step into our Senior Consultant, CX and Market Research role within the Canadian Client Experience Office (CXO) and help drive a client-obsessed culture across our Canadian business.

Reporting to the Director, CX and Market Research, this role will be responsible for supporting the client experience measurement program and market research requirements for Sun Life Canada. The goal is to leverage various forms of insights data, analytics and operational data to drive actionable insights and increase our stakeholder CSAT scores.  

What will you do?

• 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.

What will you need to succeed?

• 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.

Preferred Skills:

• 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

What’s in it for you:

• We’re honoured to be recognized as a 2025 Best Workplaces in Ontario by Great Place to Work® Canada.
• We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health.
• 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.
• As a hybrid organization, you and your leader use business and Client needs to choose where you work, at home or in the office

As a condition of the role, the successful candidate must obtain a Government of Canada Reliability Status security clearance through Sun Life in advance of the start date

L’échelle du salaire de base est pour l’emplacement principal du poste affiché. Elle peut varier selon l’emplacement du candidat sélectionné et d’autres facteurs. En plus du salaire de base, les employés admissibles de la Sun Life participent à différents programmes de rémunération incitative, dont le montant octroyé est discrétionnaire et dépend du rendement de l’employé et de la compagnie. Certains postes de vente participent à des programmes de rémunération incitative basés sur les résultats de vente individuels ou de groupe. 

Depuis toujours, la diversité et l’inclusion sont au cœur des valeurs de la Sun Life. Nous croyons qu’un effectif diversifié, aux points de vue variés et aux idées créatives, est avantageux pour nos Clients, pour les collectivités où nous exerçons nos activités et pour nous tous, en tant que collègues. Nous accueillons avec enthousiasme les candidatures de personnes compétentes provenant de tous les horizons.

Les personnes handicapées ayant besoin de mesures d’adaptation pour présenter leur candidature et celles qui doivent consulter les offres d’emploi dans un autre format peuvent envoyer leur demande par courriel à l’adresse thebrightside@sunlife.com.

Nous sommes fiers d’être une organisation hybride qui offre aux employés le choix et la flexibilité de travailler au bureau ou à distance, selon les besoins de l’entreprise, ceux des Clients et les vôtres! Nous offrons plusieurs options de travail selon les exigences du poste et les besoins individuels. N’hésitez pas à en discuter pendant le processus de sélection.

Nous pouvons utiliser l'intelligence artificielle pour soutenir la recherche des candidats, la présélection et la planification des entrevues.

Nous remercions toutes les personnes qui auront manifesté leur intérêt pour ce poste. Nous ne communiquerons qu’avec celles retenues pour une entrevue.

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