Director, UX and Journey Research

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 a proven Client Experience (CX) leader who is obsessed with understanding client needs, market trends, and business strategy as the foundation for designing exceptional client experiences? **Do you excel at leading both UX Research and Journey Research strategy, functions and teams?** Are your formal people management skills well developed?

Note that **this is a **Research and Insights** focused leadership role**. The insights provided by your team will fuel the continuous changes and improvements that the Design teams will craft and implement.

Reporting to the AVP, CX Insights and Loyalty, in the Canadian Client Experience Office (CXO), the **Director, UX and Journey Research** is responsible for working with stakeholders across the organization to identify, define and shape key client experience across our products, services and channels.

In this role you will lead change, inspire innovation and build alignment by providing insights for priority journey and progressive digital experiences. You will work directly with colleagues in CXO, the business units, technology and marketing to create industry leading client experiences that drive CX and business outcomes. As the Director, UX and Journey Research, you will manage a team of both UX researchers and Journey researchers with the goal to integrate various forms of experience design insights and analytics to make key decisions, drive client-centric value and increase our stakeholder CSAT scores.

**Canada Insights Operating Model and Program**
- Lead a team of UX and Journey research consultants dedicated to supporting our new Insights Operating Model
- Focus on the integration of UX and Journey insights to provide our teams and partners a broad picture of our stakeholders, who they are, and what their actions and their needs are, in order to support better decision making at the project and strategy level
- Partner with UX and Journey Design teams to provide them with wholistic actionable insights
- Deliver timely and actionable experience design research insights that are easily understood and available to all the appropriate audiences to make CX improvements
- 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 UX and Journey research to generate actionable service design insights**
- Lead the identification, collection and analysis of key data and insights to prioritize journeys and interactions across various channels
- Provide Journey and UX research expertise to deliver insights to improve CX by influencing planning, design and measurement activities
- Partner with Product and Business to support short-term and long-term CX roadmaps that identify key changes required to deliver the target client experience and measurable business and client outcomes
- Onboard new and leverage existing UX research and digital experience measurement tools to provide end-to-end insights to improve processes and digital experiences
- Uphold the North Star for OneSun client journeys and mobile first experiences across the organization
- Through research insights, facilitate the design and development of various features/functions into experience level programs at a journey level and work closely with UX Design and Marketing to bring these experiences to life
- 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
- Build a deep understanding of our key clients, client segments and personas (retail clients, group members, advisors, and sponsors) and their client journeys.
- Proactively share client insights with partners and team members and take clear steps to help build a “client-obsessed” culture within Sun Life.
- Inform and influence annual planning and roadmaps through an expert knowledge of client needs, market trends and business strategy
- Advocate and be a champion for Client Experience across the organization

**What do you need to succeed?**
- 10+ years’ experience in Journey and UX research,