Senior Journey Design Researcher

Sun Life Financial; Toronto; On-site; CAD 78,000 - 128,000; Full time

Job summary

Join a forward-thinking company as a Senior Journey Design Researcher, where your expertise in client research will shape exceptional experiences. In this dynamic role, you will leverage insights to drive client satisfaction and business outcomes, collaborating with cross-functional teams to enhance the client journey. With a focus on data-driven narratives, you'll play a pivotal role in fostering a client-obsessed culture. This is your chance to make a meaningful impact in the lives of individuals and communities while working in a supportive and inclusive environment that values diversity and continuous improvement.

Benefits

Pension Programs

Stock Options

Professional Development

Inclusive Culture

Flexible Work Options

Qualifications

• 7+ years of experience in client research and experience design.
• Strong background in quantitative and qualitative research methods.

Responsibilities

• Conduct research to understand client journeys and improve experiences.
• Translate data findings into actionable insights for stakeholders.

Skills

Client Research

Experience Design Research

Data Analytics

Qualitative Research

Quantitative Research

Storytelling

Collaboration

Problem-Solving

Education

University Degree in Business

Equivalent Experience in Market Research

Job description

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:

Are you a proven research expert who is obsessed with understanding client needs, uncovering opportunities, and market trends, as the foundation for designing exceptional client experiences? Sun Life is searching for the right candidate to step into our Senior Journey Design Researcher role within the Canadian Client Experience Office (CXO) and help drive a client-obsessed culture across our Canadian business.

Reporting to the Director, XD Research, this role will be responsible for conducting research to understand our clients and their journeys across various touchpoints and channels for Sun Life Canada. The goal is to leverage various forms of insights data, analytics and operational data to drive actionable insights and improve our stakeholder CSAT scores.

What will you do?

• Leverage multiple sources of client data, including journey moments, client feedback, and behavioral insights, to create research-driven narratives that enhance the client experience and drive business outcomes.
• Foster relationships and consult with internal business partners to understand the business strategies, pain points, and priorities as they relate to end-to-end client journeys.
• Use journey and primary research to explore and identify new insights and opportunities for improving the client experience by leveraging qualitative and quantitative methodologies (interviews, focus groups, surveys, ethnography, etc.).
• Translate data and research findings into compelling storytelling narratives that provide stakeholders with actionable insights across the organization.
• Support the development of short- and long-term North Star visions that identify experience gaps that lead to improved processes and experiences.
• Deliver timely and actionable journey and experience research insights that are clear, relevant, and accessible to business partners, supporting strategic decision-making across strategy, product, design, and operations.
• Collaborate with Canadian business units and our Experience Design teams to map, assess, and improve key journeys using a combination of experience metrics, behavioral insights, and client feedback.
• Consult on key experience design initiatives to ensure they are grounded in client needs and deliver measurable value for both clients and the business.
• 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 (e.g., Business, Market Research, Human-Centered Design, etc.)
• Minimum of 7 years of experience conducting client research and/or experience design research
• Experience gathering client insights through quantitative and qualitative research methods (e.g., interviews, journey mapping, ethnography, surveys, analytics) and ability to translate data into actionable insights. Strong quantitative research background and research skills are a plus
• Strong data and analytics skills and ability to apply these skills to deliver clear insights and a compelling story
• Demonstrated experience applying research methodologies and experience design principles to uncover experience gaps in the journey and inform strategy
• Strong analytical skills with the ability to synthesize diverse data sources into clear, compelling narratives that support decision-making
• Deep understanding of behavioral insights, CX/UX metrics, and how to measure and articulate impact along the end-to-end client journey
• Strong collaboration and influencing skills, working with cross-Business Unit groups to promote and deliver client-centric change
• Effective and confident listening and communication skills, comfortable in a variety of situations with junior through to senior roles
• Excellent problem-solving and communication skills with the ability to present a compelling argument for change

What’s in it for you?

• Pension, stock and savings programs to help build and enhance your future financial security
• Work and professional development that is united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives
• A friendly, collaborative and inclusive culture
• Be part of our continuous improvement journey in developing the next greatest digital enterprise experience

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 [e-mail] .

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:

Business Analysis - Process

Posting End Date:

22/05/2025