Director, Cx and Market Research Insights

7 months ago

Toronto, Canada Sun Life Full time

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.

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.

**What do you need to succeed?**
- 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. Should have prior agency (vendor-side) experience.
- 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).
- Qualtrics, Medallia, Confirmit, or Alida technology savvy.
- Current formal people management experience of CX Research Managers and CX Research Analysts.
- Expert collaboration and influencing skills are mandatory in this role be successful and influence various levels of stakeholders and partners to take action; includes executives, business leaders, agile product owners and CX designers.
- Ability to work independently and collaboratively, productively engaging with others at all levels within and outside the organization
- A strong, demonstrated record of accomplishment of driving business results and organizational change through CX measurement and insights.
- Excellent problem-solving and communication skills with the ability to present a compelling argument for change.
- Financial services industry experience is an asset.

**What will you do?**

**Canada Insights Operating Model and Program**
- Lead a team of research consultants dedicated to supporting our new Insights Operating Model
- 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 and plan stakeholder research efforts to generate actionable insights**
- 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
- Define and communicate client experience gaps, opportunities and relative severity; Provides advisory services to business stakeholders on client experience
- 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.). Conduct workshops to identify and assess capabilities to improve the business outcome and client satisfaction
- Own the insights we uncover via our partners a

  • Customer Experience Insights and Market Research

    3 months ago

    Toronto, Canada EQ Bank | Equitable Bank Full time

    **Join a Challenger** Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing...

  • Customer Experience Insights and Market Research

    4 months ago

    Toronto, Canada EQ Bank | Equitable Bank Full time

    **Join a Challenger** Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing...

  • Manager, Brand

    2 weeks ago

    Toronto, Canada Manulife Full time

    **_Are you looking for unlimited opportunities to develop and succeed? _**_With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations. _** **Individual Accountabilities**: - Onboard and manage the social intelligence platform, ensuring effective...

  • Senior UX and Journey Research Director

    4 weeks ago

    Old Toronto, Canada Sun Life Financial Full time

    Sun Life Financial is a leading global financial services company that helps clients achieve lifetime financial security and live healthier lives. We are committed to creating a flexible work environment where our employees are empowered to do their best work.Job Description:We are seeking an experienced Senior UX and Journey Research Director to join our...

  • Market Research

    5 days ago

    Toronto, Canada EXACT Technology Corporation Full time

    EXACT is seeking a **Product and Customer Insights Analyst** to join our team full-time on a 12-month fixed-term. This is a tremendously valuable role for our company, which may transition to a permanent position based on performance and fit. **1. Quantify the value of our existing solutions to our clients for marketing purposes;** This will include: -...

  • Marketing Research Associate

    7 months ago

    Toronto, Canada Environics Research Full time

    **Environics Offers**: Environics delivers evidence-based solutions to clients working in a range of sectors and industries. Our team is drawn from a number of disciplines—from business and marketing to sociology and urban affairs. This mix makes Environics a creative and intellectually vibrant research consultancy, where methodological rigour and...

  • Cx Strategist

    7 months ago

    Toronto, Canada Braintrust Full time

    ABOUT US: Braintrust is a user-owned talent network that connects you with great jobs with no fees or membership costs—so you keep 100% of what you earn. - **JOB TYPE**: Freelance, Contract Position (no agencies/C2C - see notes below) - **LOCATION**: Remote - Canada (TimeZone: CST | Partial overlap) - **HOURLY RANGE**: Our client is looking to pay $125 -...

  • Director of Business Development

    4 weeks ago

    Toronto, ON, Canada Havas CX Canada Full time

    Role Overview The Director, Business Development plays a key role in driving revenue, cultivating new client relationships, and shaping solutions for both new and existing opportunities. This multifaceted role combines business development and strategic problem-solving with operational expertise, ensuring seamless transitions from opportunity discovery to...

  • Manager, Research and Market Insights

    2 months ago

    Toronto, Canada AGCO Full time

    **Position Title**: Manager, Research and Market Insights **Term**: Permanent Full-Time **Division/Branch**: Corporate Affairs, Policy and Planning Division / Strategic Policy & Market Insights Branch **Application Deadline**: November 1, 2024 **Pay Level**: 11 **Pay Range**: Min: $93,989 to Max: $117,495 **Position Location**: Head Office, Toronto, ON;...

  • Qualitative Research Consultant

    7 months ago

    Toronto, Canada Rand Market Research Corporation Full time

    **About You**: You have a background in consumer research, with experience in qualitative and/or quantitative research project management, as well as writing reports to reflect the findings of the research. Most importantly, you are a skilled listener and hard-working team player who has a genuine interest in understanding how people think and behave. You...

  • Director of Research

    2 weeks ago

    Toronto, Canada The Investment Funds Institute of Canada (IFIC) Full time

    About IFIC: The Investment Funds Institute of Canada (IFIC) is the voice of Canada’s investment industry. IFIC brings together approximately 150 organizations, including asset managers, dealers, and industry service providers. We advocate for effective regulation and policy that enable the industry to deliver positive outcomes for Canadian investors and...

  • Director of Research

    2 weeks ago

    Toronto, Canada The Investment Funds Institute of Canada (IFIC) Full time

    About IFIC:The Investment Funds Institute of Canada (IFIC) is the voice of Canada’s investment industry. IFIC brings together approximately 150 organizations, including asset managers, dealers, and industry service providers. We advocate for effective regulation and policy that enable the industry to deliver positive outcomes for Canadian investors and are...

  • Director of Business Development

    4 weeks ago

    Toronto, Canada Havas CX Canada Full time

    Role OverviewThe Director, Business Development plays a key role in driving revenue, cultivating new client relationships, and shaping solutions for both new and existing opportunities. This multifaceted role combines business development and strategic problem-solving with operational expertise, ensuring seamless transitions from opportunity discovery to...

  • Director of Business Development

    4 weeks ago

    Toronto, Canada Havas CX Canada Full time

    Role OverviewThe Director, Business Development plays a key role in driving revenue, cultivating new client relationships, and shaping solutions for both new and existing opportunities. This multifaceted role combines business development and strategic problem-solving with operational expertise, ensuring seamless transitions from opportunity discovery to...

  • Director, Brand

    7 months ago

    Toronto, Canada Toronto Blue Jays Full time

    **OVERVIEW** The Director of Brand & Digital Marketing is responsible for overseeing brand strategy, integrated media strategy and planning, performance marketing and customer journey development. This role will lead both our internal marketing team and internal/external creative teams through campaign development and advertising and execution, will be...

  • Director, Client Insights

    2 weeks ago

    Toronto, Canada Scotiabank Full time

    Requisition ID: 212964 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. Within the Client Experience Management Office (XMO), we are on a mission to transform our function into a key value driver for Scotiabank. The team is pivotal in driving growth and retention by delivering exceptional client...

  • Digital Intelligence Analyst

    3 weeks ago

    Old Toronto, Canada Manulife Insurance Malaysia Full time

    Job Overview:We are seeking a highly skilled Digital Intelligence Analyst to join our team in Toronto. As a key member of our marketing and customer experience group, you will be responsible for analyzing social media insights and driving business decisions.About the Role:The ideal candidate will have 5-7 years of experience in social media...

  • Director, Marketing Analytics and Insights

    6 months ago

    Toronto, Canada Questrade Financial Group Full time

    Questrade Financial Group (QFG) of Companies is committed to helping our customers become much more financially successful and secure. We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about...

  • Business Development Strategist

    4 weeks ago

    Toronto, Ontario, Canada Havas CX Canada Full time

    About the RoleThe Director of Business Development plays a pivotal role in driving revenue, fostering new client relationships, and shaping innovative solutions for emerging and existing opportunities. This multifaceted position harmoniously combines business development, strategic problem-solving, and operational expertise to ensure seamless transitions...

  • Director of Consumer Insights

    7 months ago

    Toronto, Canada The Kraft Heinz Company Full time

    Description The Director of Consumer Insights will lead the function for the Canada market and will partner with the Business Unit President and Marketing leadership to enable consumer-first thinking to inform strategy, with a consumer-informed forward-thinking approach. This role is a key member of the North America Consumer Insights leadership team....