Director, CX and Market Research Insights

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 strategic CX champion who is obsessed with capturing client data and insights to drive actionable change and increasing client metrics and outcomes? Sun Life is searching for the right candidate to step into our Director, CX and Market Research Insights role within the Canadian Client Experience Office (CXO) and help drive a client-obsessed culture across our Canadian business.

Reporting directly to the AVP, CX Insights and Loyalty, the Director, CX and Market Research Insights is responsible for defining a broad insights operating model and operationalizing this new working model for Canada. The goal is to integrate various forms of insights data, analytics and operational data to make key decisions, drive Client-centric value and increase our stakeholder CSAT scores.

What do you need to succeed?

• Bachelor’s degree (or greater) in market research, business, economics, behavioural psychology, and/or related fields
• 10+ years of market research and CX research experience, preferably on the internal client side. Should have prior agency (vendor-side) experience.
• Minimum 5-7+ years working at a strategic / director level at a large corporate organization, leading teams that have developed, delivered and owned integrated insight models that rely on various forms of client data (analytics, operational, CX measurements and CX insights).
• Strong data and analytics skills and applying these skills to delivery clear insights and a compelling story.
• Qualtrics, Medallia, Confirmit, or Alida technology savvy.
• Current formal people management experience of CX Research Managers and CX Research Analysts.
• Expert collaboration and influencing skills are mandatory in this role be successful and influence various levels of stakeholders and partners to take action; includes executives, business leaders, agile product owners and CX designers.
• Ability to work independently and collaboratively, productively engaging with others at all levels within and outside the organization
• A strong, demonstrated record of accomplishment of driving business results and organizational change through CX measurement and insights.
• Excellent problem-solving and communication skills with the ability to present a compelling argument for change.
• Financial services industry experience is an asset.

What will you do?

Canada Insights Operating Model and Program

• Lead a team of research consultants dedicated to supporting our new Insights Operating Model
• Focus on the integration of various forms of data and insights to provide our teams and partners a broad picture of our stakeholders, who they are, their actions and their needs in order to support better decision making at the project and strategy level.
• The key data this program will be responsible to help integrate include various forms of internal analytical data, operational data, journey-based data, listening post data, CX measurements and primary research.
• Partner with UX and Journey Design research teams to provide wholistic insights that provide consistent direction for actioning.
• Deliver timely and actionable CX and Market research insights are easily understood and available to all the appropriate audiences to make key decisions (including strategic, project based and operational decisions).
• Work closely with our Business Unit (BU) partners to disseminate key insights in order help drive and influence stakeholder centric decisions, short/long term impacts to our business, and increase our stakeholder satisfaction scores.

Lead and plan stakeholder research efforts to generate actionable insights

• Lead the analysis, commentary and engagement on Canada CSAT survey results (relationship and touchpoint) and trends for Executive discussions; Leverages Data and Analytics Team for development of actionable insights and standard reports/views/dashboards
• Lead all other CX listening posts for Canada in terms of setup, maintenance, governance, data collection, and reporting
• Define and communicate client experience gaps, opportunities and relative severity; Provides advisory services to business stakeholders on client experience
• Lead team to develop and provide resources and tools for various stages of research
• Identify opportunities to improve client experience using feedback from adhoc listening posts and CX Measurement surveys - conduct driver analysis, analyze verbatim comments, conduct workshops with BU stakeholders to prioritize and develop road map for an action plan
• Oversee market research studies to explore client usage, behaviour, perceptions, beliefs, attitudes, and values by leveraging qualitative and quantitative methodologies (interviews, focus groups, surveys, ethnography, etc.). Conduct workshops to identify and assess capabilities to improve the business outcome and client satisfaction
• Own the insights we uncover via our partners and drive action across our Canadian teams to leverage the data to make more client centric decisions.
• 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.

Help drive and the increase our Sun Life Client Index metrics

• Collaborate with Canadian business units to understand the Client Index results, trending data and key metric drivers. Support the development of short and long term plans to improve client experiences that will increase our scores by leading the action planning activities across business units and within each team.
• Track and report on progress against our plans and help teams adjust plans as needed to drive more impact.
• Supplement the client index results with additional data and identify any new research that may be required to help answer key questions.
• Work closely with leadership and partners to ensure our measurements are aligned with business and CX strategy. Assess our ongoing results and support setting new targets for Canada and each Canadian business unit.
• Consult on larger initiatives and/or continuous improvement efforts where appropriate to ensure they will improve CX experiences and increase our Client Index results.

What’s in it for you?

• Great Place to Work® Certified for Most Trusted Executive Team in Canada - 2024 and 2023
• Great Place to Work® Certified for Best Workplaces in Canada - 2024 and 2022
• Great Place to Work® Certified for Best Workplaces for Women in Canada - 2024
• Great Place to Work® Certified for Best Workplaces in Ontario - 2023
• Great Place to Work® Certified in Canada in Financial Services and Insurance - 2023
• 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
• Canada Award for Excellence for Mental Health at Work - 2021
• Flexible hybrid work model. #LI-Hybrid.
• 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

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 thebrightside@sunlife.com.

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.

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