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:

***Please note this is a 1-year contract opportunity***

About the role:

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?

• 8 to 10 years of experience in all facets of Market Research with a particular focus on quantitative research methodologies.
• 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 Skills:

• 5+ years of relevant consumer insights and/or client insights experience with preference given to those with both client and vendor experience.
• Prior experience conducting research for Financial Services organizations an asset.
• 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?

• Hybrid work environment (at least 1 in-office day/week is required).
• A friendly, collaborative, and inclusive culture.
• 20 vacation days per year.
• Flexible Benefits from the day you join to meet the needs of you and your family.
• The opportunity to move along a variety of career paths with amazing networking potential.
• Access to our Global Learning Centre, available 24/7 for your learning needs.
• Wellness programs that support the three pillars of your health – mental, physical and financial.

Recent Awards:

• We are honoured to be recognized as a 2022, 2023 and 2024 Best Workplaces in Canada by Great Place to Work Canada.
• Great Place to Work list for Best Workplaces for #HybridWork 2022.
• Great Place to Work list for Best Workplaces for Professional Development in Canada 2022.
• Named “Best Places to Work” by Glassdoor, 2021 and 2023.

Salary Range:

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

Job Category:

Marketing

Posting End Date:

04/05/2025