Senior Consultant, CX and Market Research

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 capturing client data and analyzing it to deliver actionable insights to drive CX improvements? Sun Life is searching for the right candidate to step into our Senior Consultant, CX and Market Research role within the Canadian Client Experience Office (CXO) and help drive a client-obsessed culture across our Canadian business.

Reporting to the Director, CX and Market Research, this role will be responsible for supporting the client experience measurement program and market research requirements for Sun Life Canada. The goal is to leverage various forms of insights data, analytics and operational data to drive actionable insights and increase our stakeholder CSAT scores.  

What will you do?

• Leverage multiple sources of client data, including response data from relationship, journey, and channel experience feedback programs as well as client metadata and operational data, to create VOC insights that drive action to enhance the client experience and business outcomes
• Foster relationships and consult with internal business partners to understand the business strategies, drivers, and plans as it relates to the client experience
• Supplement the existing client experience metrics with additional data and identify any new metrics and data sources that may be required to help answer key questions
• Translate data into compelling narratives that resonate with business 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
• 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).
• Collaborate with Canadian business units and our Experience Design teams to understand the client experience metrics, trending data and key drivers
• Consult on key strategic initiatives across our business to drive client centric decision making
• Track and report on progress against our plans and help teams adjust CX action plans as needed to drive more impact
• Support the development of new client feedback programs and assist the business in developing action plans to improve performance
• Support with 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
• 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
• Minimum of 7 years of experience working on Voice of the Client programs
• Experience gathering client insights through a variety of tools including online surveys (i.e. Qualtrics), social media, call/contact centres, etc. for a holistic view of the client experience
• Proven experience and 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
• A strong, demonstrated record of accomplishment of driving business results and organizational change through CX measurement and insights
• Strong data and analytics skills and applying these skills to deliver clear insights and a compelling story.

Preferred Skills:

• 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
• Excellent problem-solving skills and communication skills with the ability to present a compelling argument for change

What’s in it for you:

• We’re honoured to be recognized as a 2025 Best Workplaces in Ontario by Great Place to Work® Canada.
• We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health.
• Wellness programs that support the three pillars of your health – mental, physical, and financial
• The opportunity to move along a variety of career paths with amazing networking potential.
• As a hybrid organization, you and your leader use business and Client needs to choose where you work, at home or in the office

As a condition of the role, the successful candidate must obtain a Government of Canada Reliability Status security clearance through Sun Life in advance of the start date

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 [email protected].

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you! Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We may use artificial intelligence to support candidate sourcing, screening, interview scheduling.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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