Job Description:
Are you obsessed with using client data and insights to drive actionable change and increase client metrics and outcomes?
The Client Experience Strategy & Design team actively seeks client feedback across multiple channels throughout the client journey. Reporting to the Director, CX Insights & Measurement, the Senior CX Measurement Consultant is responsible for managing the Voice of the Client (VOC) program to steer strategic planning by linking client experience insights with operational and business metrics to drive action and continuously improve the client experience.
What will you do?
- Foster relationships and consult with internal business partners to understand the business strategies, drivers, and plans as it relates to the client journey and client experience
- Develop and implement new listening posts within the VOC program including survey questionnaires , sampling approach and execution within the VOC platform
- Leverage multiple sources of data along client journeys, including listening posts, operational data, other client inputs (e.g. web feedback surveys, mobile reviews, social media, call/contact centre inquiries, etc.) to create VOC insights that drive action to improve the client experience and increase client experience metrics
- Communicate insights through integrated dashboards and translate data into compelling narratives that resonate with 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
- Collaborate with Canadian business units and our CX Design teams to understand the client experience metrics, trending data and key drivers
- Proactively share client insights with partners and team members and take clear steps to help build a client-obsessed culture within Sun Life
- Consult on key strategic decisions and projects across our business to drive client centric decision making
- Track and report on progress against our plans and help teams adjust plans as needed to drive more impact
- Support the creation and implementation of a strong governance model for the VOC program
- University degree in a relevant area or equivalent experience
- 5+ years of experience working on Voice of the Client programs
- 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
- Ability to think and communicate conceptually, strategically and tactically
- A strong, demonstrated record of accomplishment of driving business results and organizational change through CX measurement and insights
- Excellent problem solving skills and communication skills with the ability to present a compelling argument for change
- Experience gathering client insights through a variety of tools including online surveys (i.e. Qualtrics), social media, call/contact centres, operational data, etc. for a holistic view of the client experience
- Strong data and analytics skills and applying these skills to deliver clear insights and a compelling story
- 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
- Strong organizational skills with the ability to set and manage multiple deliverables and priorities, and deliver high quality work within strict timelines
- Ability to work effectively within a cross-functional team environment
- Previous experience in Financial Services is a plus
- Bilingual (English/French) is preferred
- Flexible work environment work from home, office or a combination
- Great Place to Work® Certified in Canada and the US.
- Named 2021 “Best Places to Work” by Glassdoor
- Canada Award for Excellence for Mental Health at Work - 2021
- 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.
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 .
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: 74,100/74 100 - 120,800/120 800
Job Category: Business Analysis - Process
Posting End Date: 29/01/2023