Strategic Client Experience Director

1 month ago


Old Toronto, Canada Sun Life Financial Full time

About the Role

Sun Life Financial is seeking a Strategic Client Experience Director - UX and Journey Research to join their Canadian Client Experience Office (CXO). This role will play a crucial part in shaping key client experiences across the organization's products, services, and channels.

Responsibilities

  • Lead a team of UX and Journey research consultants dedicated to supporting Sun Life's new Insights Operating Model.
  • Integrate UX and Journey insights to provide stakeholders with a broad picture of clients' needs and actions, driving better decision-making at the project and strategy level.
  • Partner with UX and Journey Design teams to deliver actionable experience design research insights.
  • Deliver timely and actionable experience design research insights that are easily understood by all relevant audiences, leading to CX improvements.
  • Work closely with Business Unit (BU) partners to disseminate key insights, influencing stakeholder-centric decisions and increasing stakeholder satisfaction scores.

Requirements

  • 10+ years of experience in Journey and UX research, preferably in financial services, insurance, or enterprise domains.
  • Extensive experience in quantitative and qualitative research methods, including user interviews, usability studies, ethnographic research, etc.
  • Leadership experience in managing teams responsible for Journey and UX research.
  • Familiarity with Agile processes and mindsets.
  • Post-secondary education in Business and Market Research, User Experience (UX) Design, Social Sciences, or Human-Computer Interaction (HCI).

About the Benefits

Sun Life offers a competitive salary range of $120,000 - $190,000, flexible benefits, pension, stock, and savings programs. Additionally, the company values diversity and inclusion, providing a supportive work environment where employees can thrive.

About Sun Life Financial

Sun Life Financial is a group of people united by their purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives. The company is transforming to better meet the health, wealth, and protection needs of its clients, offering a great place to work with hybrid work options.



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