Manager, Global Client and Insights

Overview

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.

*** Please note this is a 2-Year contract opportunity***

Reporting to the Director, Global Client Experience and Insights, the Manager of Global Client Experience and Insights will leverage data and insights to evolve Sun Life’s Client experience strategy. The successful candidate will execute Client insights work and integrate Client feedback sources to provide a comprehensive Voice of the Customer lens to the organization.

This role will require an expert-level understanding of market research and consumer insights, quantitative research expertise, data analysis proficiency (e.g., in SPSS/SAS), strong storytelling skills, and advanced knowledge of Qualtrics, Microsoft Excel and PowerPoint.

• Develop and execute CX listening and measurement projects to support the global Sun Life organization. This includes comprehensive use of both quantitative and qualitative methodologies
• Analyze attitudinal survey data and behavioural Client data to identify insights that support the development and execution of CX strategy
• Influence Business Group partners and corporate stakeholders to build alignment and drive adoption of CX improvement recommendations
• Maintain knowledge of trends in Client experience across any industry and/or region to inform and provide context for Sun Life-specific insights gathered

• 8 to 10 years of market research experience, with preference given to those with both client and vendor experience
• 2 to 3 years of experience using Qualtrics to setup, program, field and analyze results from Client satisfaction studies is required
• Bachelor’s degree in business, Marketing, Market Research, Consumer Behavior or equivalent
• Proficiency with statistical analysis software (SPSS/SAS/R) and Microsoft Office platforms (notably Excel and PowerPoint)
• Demonstrated expert level knowledge in all facets of Market Research
• Strong curiosity and demonstrated interest in Artificial Intelligence applications to enhance Client Experience and Insights measurement and analysis
• Demonstrated history of developing complex market research programs that have led directly to business line success
• Exceptional communication, writing and presentation skills
• Strong project management skills with the ability to balance multiple projects simultaneously
• Passion for being a Voice of the Customer advocate within an organization and an ability bring this mindset to the table when working with diverse business line leaders
• High level of initiative to prioritize work amidst competing demands and to take projects from the briefing phase to the delivery of final reports/presentations with minimal supervision
• High degree of self-awareness and understands their impact on others
• An effective listener who seeks to understand first and offers positive/flexible solutions to problems
• A team player who works well with cross-functional teams across the enterprise
• Energetic, self-starter who enjoys sharing insights in creative and engaging ways

• Experience using Tableau as a data visualization tool to report on survey research results an asset

• Able to accommodate early morning and late evening meetings 1-2 times per week to support business partners in Asia time zones

• Hybrid work environment
• 20 vacation days
• A friendly, collaborative, and inclusive culture
• Flexible Benefits from the day you join to meet the needs of you and your family
• The opportunity to move along a variety of career paths with amazing networking potential
• Access to our Global Learning…