Head Of Market Research H/F

Director, CX and Market Research Insights page is loaded Director, CX and Market Research Insights
Apply locations Toronto, Ontario Waterloo, Ontario time type Full time posted on Posted Yesterday job requisition id JR00096739 You are as unique as your background, experience and point of view. 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. Discover how you can make a difference in the lives of individuals, families and communities around the world.
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.
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. 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.
~ includes executives, business leaders, agile product owners and CX designers.
~ Financial services industry experience is an asset.

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 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
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.). 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.
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.
Assess our ongoing results and support setting new targets for Canada and each Canadian business unit.
Great Place to Work Certified for Most Trusted Executive Team in Canada – 2024 and 2023
Great Place to Work Certified for Best Workplaces for Women in Canada - 2024
Flexible hybrid work model. #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
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. 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. 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.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.
Business Analysis - Process Posting End Date:
Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed.
Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As part of Sun Life’s growing team, you have an impact on people in your community and around the world.
Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities.