Sr. Client Experience Specialist to launch just in time survey program, support qualitative res[...]

S.i. Systems; Regina; On-site; CAD 70,000 - 90,000; Full time

Job summary

A financial services firm in Canada is seeking a Sr. Client Experience Specialist to enhance client satisfaction through a survey program and qualitative research. The ideal candidate should have extensive experience in market research, data analysis, and a strong understanding of the Canadian banking industry. This role demands excellent presentation and storytelling skills using data to influence strategic decisions.

Qualifications

• 4-6+ years experience in market research, client experience, or client intelligence role.
• 3+ years of data interpretation and data analysis skills.
• 5+ years of experience with questionnaire design, quantitative & qualitative research.

Responsibilities

• Launch just in time survey program to enhance client experience.
• Conduct qualitative research project and journey mapping.
• Maintain understanding of competitive landscape to inform projects.

Skills

Market research

Client experience

Data analysis

Questionnaire design

Survey design

Presentation skills

Storytelling with data

Tools

PowerPoint

Google Suite

Qualtrics

Job description

Overview

Our client is looking for a Sr. Client Experience Specialist to launch just in time survey program, support qualitative research project and complete journey mapping in the Financial Industry.

Project Overview :

Client intelligence and client experience projects, including launching a just in time survey program, do a qualitative research project, some journey mapping.

Must Have

• 4-6+ years Experience in a market research, client experience, or client intelligence role with a proven track record of leading through a growth mindset
• 3+ years of data interpretation and data analysis skills
• 5+ years of experience with questionnaire design , quantitative & qualitative research
• 5+ years of experience with survey design, report writing, and presentation skills
• Proficiency in PowerPoint, Google Suite, and survey programming tools (e.g., Qualtrics )
• Recent Experience in the Canadian banking industry

Nice to Have

• Experience with data modeling
• Strong storytelling skills using data-driven insights

Requirements

• Maintains a deep understanding of our competitive landscape, and target segments’ and sectors’ needs and expectations to help inform project design and execution
• Supports the delivery and sustainment of our Voice of Client and Voice of Advisor enablement programs, in partnership with key stakeholders, that enhances our portfolio of experience insights and analytics that compel strategic action systematically across the company. Uses this skillset to design advisor and client driver metrics
• Leverages an understanding of datasets and uses data-driven insights for story-telling and influence
• Facilitates client and advisor in-person and virtual interviews and focus groups
• Influences research and insights analysis to create and / or modify experience strategy based on client and team member behavioural changes
• Prepares and delivers project briefings and reporting requirements
• Co-facilate presentations and updates to stakeholders in relation to projects and results