Client Experience Analyst
3 weeks ago
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.
Are you passionate about using the voice of the client to facilitate a strong Client experience and ultimately impact business growth?
The Client Experience Strategy & Design team actively seeks Client feedback across multiple channels throughout the client journey. Reporting to the Voice of the Client Program Lead, the CX Analyst is responsible for executing, analyzing and reporting insights for multiple Client listening programs and linking Client feedback with operational data and metrics to provide a holistic view of the Client journey. This role is integral in prioritizing areas for strategic focus and measuring the success and impact of improvement initiatives.
**What will you do?**
Research Execution:
- Aid in the development and execution of all aspects of client listening programs for various internal business units across Sun Life Canada
- Perform project management tasks including questionnaire design, survey programming, reviewing client verbatim comments, analysis and reporting
- Maintain expert knowledge on trends and industry best practices related to VOC programs
Data Analysis and Reporting:
- Use Qualtrics to capture, analyze and report client feedback
- Implement text analytics to quantify unstructured feedback
- Leverage data from multiple sources (client feedback, operational data, social media, etc.) for analysis to identify leading indicators and drivers of client experience
- Establish performance dashboards to track our progress along the client journeys integrating client feedback and other data sources
- Prepare written analysis and create insightful reports with strategic recommendations
Partner Liaison:
- Present and share insights with key stakeholders
- Collaborate with business units to identify and prioritize opportunities to improve client experiences
- Track implementation of improvements and the impact on relevant metrics
**What do you need to succeed?**
- University degree in a relevant area or successful completion of a market research degree program or equivalent experience.
- Minimum of 3 years of experience in a data-related VOC role, tracking satisfaction across the customer journey
- Experience analyzing root causes of improvement opportunities
- Able to synthesize complex data into simple messages for broad audiences
- Strong organizational skills with the ability to set and manage multiple deliverables and priorities, and deliver high quality work within strict timelines
- Strong project management capabilities; organized with high attention to detail
- Deep knowledge of survey and reporting tools i.e Qualtrics or equivalent required
- Strong analytical skills with the ability to find the story in the data
- Experience with analysis of unstructured data
- Excellent communication skills combined with effective relationship-building abilities
**What will be nice to have?**
- Previous experience in financial services or insurance is preferred
- Bilingual (English/French) is preferred
**What’s in it for you?**
- Flexible work environment work from home, office or a combination
- Great Place to Work® Certified in Canada and the US.
- Named 2021 “Best Places to Work” by Glassdoor
- Canada Award for Excellence for Mental Health at Work - 2021
- 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
- Be part of our continuous improvement journey in developing the next greatest digital enterprise experience.
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.
**Salary Range**:
53,300/53 300 - 86,300/86 300
**Job Category**:
Business Analysis - Process
**Posting End Date**:
29/01/2023
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