Client Experience Strategist

13 hours ago


Toronto, Ontario, Canada Financière Sun Life Full time
About Financière Sun Life

At Financière Sun Life, we are dedicated to helping clients and employees achieve lifetime financial security and live healthier lives.

Job Summary

We are seeking a highly experienced Client Experience Strategist to join our team in Canada. The successful candidate will lead the development of client-centric strategies, leveraging expertise in user experience (UX) and journey research to drive business outcomes.

Responsibilities
  • Develop and implement client experience strategies that integrate UX and journey insights to drive business results.
  • Lead a team of UX researchers and journey designers to generate actionable service design insights.
  • Partner with stakeholders across the organization to identify, define, and shape key client experiences.
  • Provide expertise in quantitative and qualitative research methodologies to support short-term and long-term CX roadmaps.
  • Oversee market research studies to explore client usage, behavior, perceptions, beliefs, attitudes, and values.
  • Build a deep understanding of our key clients, client segments, and personas, and their client journeys.
Requirements

To be successful in this role, you will need:

  • 10+ years' experience in UX and journey research, preferably in the financial services or insurance domain.
  • Extensive experience in quantitative and qualitative research methodologies.
  • Experience leading and managing teams responsible for UX and journey research.
  • A proven track record of driving business results through UX and journey insights.
  • Strong collaboration and communication skills, with the ability to influence decision-making.
What We Offer

As a Client Experience Strategist at Financière Sun Life, you can expect:

  • An estimated salary of $160,000 - $180,000 per year, depending on your level of experience.
  • A comprehensive benefits package, including pension, stock, and savings programs.
  • A flexible work environment that supports work-life balance.
  • The opportunity to work with a dynamic team of professionals who share your passion for client experience.
  • Professional development opportunities to enhance your skills and knowledge.


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