Program Manager, Voice of Client

2 weeks ago

Kitchener, Ontario, Canada Equitable Life of Canada Full time

At Equitable Life of Canada, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential.

Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and customer-responsive staff.

Join Equitable Life today.

Position Title:
Program Manager, Voice of the Client

Reports To:
Director, Client & Advisor Experiences

Department:
Individual Insurance

Term:
Permanent Full Time

Work Arrangements:

We are currently working remotely, and we will be moving to a hybrid model when our office renovation is complete (approximately September 2023), coming into the office a minimum of 2 days per week, every other week on designated days.


The Opportunity:


Our Voice of the Client (VOC) Program Manager is responsible for determining not just the "what", but the "why" through connecting multiple qualitative and quantitative data sources to tell a story that will improve the overall client and advisor experience.

They do this through extracting, analyzing, and building reporting and data for the VOC Program. This individual will surface pain points and emerging trends for root cause analysis.

They will conduct analysis on the client and advisor feedback to identify trends and assign value to the insights for prioritization and action.


The Program Manager will have project management responsibilities, including overseeing aspects of VOC projects that have research inputs (e.g., building and launching surveys, ensuring sample size is adequate).

This person will collect & democratize insights, partner cross-functionally around the most valuable opportunities. This work empowers stakeholders to make decisions grounded in client needs, continuously improving the digital experience for advisors.

What you will be doing:

  • Own the client experience measurement program across Individual and S&R including key experience metrics and listening programs
  • Align with CAX, Operations, Product, Sales, and other stakeholders to highlight current challenges, identify options to address, and propose recommended solutions
  • Measure the business impact of CAX improvements by linking results to key business OKRs (retention, sales) and seek to continuously optimize the experience
  • Ensure all relevant data points are accessible to partner teams, making it easy to access & leverage client insights in their process
  • Contribute to quarterly updates, sharing a consolidated view of insights & tying to other research across teams
  • Participate in additional strategic initiatives related to Voice of the Client
  • Maintain a knowledge of the latest trends and analytic approaches in market research
  • Effectively manage, collaborate, develop, and influence peers and crossfunctional partners to drive results
  • Leverage analytical tools to uncover issues within the client and advisor journey and recognize ongoing themes/trends
  • Create dashboards that share detailed and realtime feedback with the organization to provide a better user experience
  • Manage administrative and reporting duties needed to maintain a successful survey program
  • Communicate complex technical concepts to nontechnical partners
  • Collaborate with cross functional teams to help triage and determine root cause of client and advisor issues
  • Demonstrate ability to balance competing priorities based on strong, objective business judgment
  • Consistently monitor progress to further develop VOC program and increase ROI
  • Become intimately familiar with the client and advisor experience what works, what doesn't, and what we need to prioritize
  • Monitor and analyze VOC trends, and performance drivers to support weekly and monthly reporting
  • Owns journey research and acts as an insights quarterback bringing the knowledge of the moments and channels that matter to drive data driven decisions.
  • Supports VOC projects and pilots, including survey deployment, refinement of survey, monitoring of survey sample size etc. and finding the insights to help guide the business on where to focus first
  • Satisfy adhoc VOC data requests accurately and timely for reporting/analysis.
  • Become an expert in the VOC listening platform and serves as the 'goto' for questions on data / insights calling out the 'so what' and 'now what'
  • Nice to have:
  • Experience with insurance and/or financial services
  • Experience creating and sharing data visualizations to provide a clear story

What you will bring:

  • 5+ years of experience within VOC, client experience, or analytics functions, preferably within a highgrowth environment
  • Datadriven, with ability to leverage data to build recommendations and drive alignment with stakeholder teams.
  • Experience with Qualtrics, Medallia, Alida, Forsta or other BI tools
  • Experience with CRMs is helpful
  • Excellent project management skills to plan, execute and rep

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