Research Analyst – Client Experience

FP Inc.; Toronto; Hybrid; CAD 69,000 - 92,000; Full time

Job summary

FP Inc. is seeking a Research Analyst - Client Experience to support the Client Experience Management Office in developing data-driven strategies to enhance client experience. Hybrid work in Downtown Toronto, 12-month duration, with exposure to one of Canada’s Top 5 Banks.

The role involves aggregating data across Canadian Analytics, designing research projects, creating monthly CX reports, and partnering with stakeholders to drive client-centric improvements.

Qualifications

• 8+ years in market research or insights roles.
• Client-first thinking and client-centric design.
• Self-starter with strong quantitative judgment and analytical skills.
• High proficiency with large data sets.

Responsibilities

• Aggregate data from across Canadian Banking and analytics teams to develop client experience insights.
• Partner with cross-functional teams to define business needs and shape research approaches.
• Collaborate on end-to-end research projets with Global Brand and Customer Insights.
• Support change management as new processes and strategies are introduced.
• Develop monthly CX reports for Canadian Banking leadership with bespoke analyses.
• Investigate data discrepancies, reconcile sources, and monitor reporting for reasonableness.
• Monitor market and competitor analysis to inform strategic decisions.
• Collaborate with cross-functional teams to align analytics with business goals.
• Promote continuous improvement and knowledge sharing to drive excellence.
• Champion client obsession and alignment within the Canadian Bank.

Skills

Market research

Client experience

Quantitative analysis

Large data sets

Excel

PowerPoint

SPSS

Executive presentations

Education

Bachelor’s Degree

Tools

SPSS

Q

Job description

JOB DESCRIPTION

Location: Hybrid (Downtown, Toronto)

Duration: 12 months

Our client, a leading financial institution in Downtown Toronto, is looking for a Research Analyst - Client Experience to support the Client Experience Management Office in developing data-driven strategies to enhance client experience. The successful candidate will have the opportunity to work with one of the Top 5 Banks in Canada.

Typical Day in role

• Aggregate data from across Canadian Banking, working with Canadian Analytics and Global Brand and Customer Insights to develop a portfolio of client experience insights and analytics


• Partner with cross-functional partners to define business needs, shape the appropriate research approach, and provide insights that inform decision-making


• Collaborate with Global Brand and Customer Insights to design end-to-end research projects


• Support change management initiatives as new operational processes and strategies are introduced


• Support the development of monthly CX reports for Canadian Banking leadership, including bespoke analysis on client behaviours and pain points.


• Investigates discrepancies, reconciles source data, and monitors the reporting suite to ensure reasonableness


• Monitor and leverage market and competitor analysis to inform strategic decisions and maintain a competitive edge.


• Collaborate with cross-functional teams to align analytics strategies with business objectives and facilitate data-driven insights.


• Promote continuous improvement, encouraging innovation, best practice sharing, and lessons learned to drive organizational excellence and create value.


• Champion a culture of client obsession, embedding and facilitating client experience excellence and alignment within the Canadian Bank.

Must-Have Skills

• 8+ years of relevant experience in market research or insights roles


• Passion for client-first thinking and client-centric design


• Self-starter with strong quantitative judgment and analytical skills


• High level of proficiency managing large data sets


• Advanced Excel (Pivot Tables, Nested Formulas, Charting) and PowerPoint


• Experience with statistical analysis tools (i.e. SPSS, Q)


• Proven ability to interpret data, spot patterns, anomalies, and opportunities


• Previous experience presenting to senior executives and creating supporting materials

Nice-To-Have Skills

• Able to manage multiple stakeholders and form cross-functional partnerships


• Able to manage multiple time-sensitive projects simultaneously

Soft Skills Required

• Very strong communication skills, ability to work with all levels of stakeholders, including executive levels.


• Proven ability to work independently and in a fast-paced, high-visibility environment.


• Solid stakeholder management skills


• Highly motivated and results-oriented


• Strong collaboration skills, with facilitation and coordination skills is critical


• Proven ability with problem-solving skills.

Education

• Bachelor’s Degree level or relevant experience

FP Inc. is committed to creating an inclusive environment where all team members and clients feel like they belong. In accordance with the requirements set out in the Employment Standards Act, FP Inc. hereby declares that AI is utilized in the screening process for this position.

The hourly compensation range for this role is C$50 - C$67.

We advocate for you and welcome anyone regardless of race, colour, religion, national origin, sex, physical or mental disability, or age.