Job DescriptionSenior Consultant, CX and Market Research – Canadian Client Experience Office (CXO)ResponsibilitiesLeverage multiple sources of client data, including response data from relationship, journey, and channel experience feedback programs along with client metadata and operational data, to create VOC insights that drive action to enhance the client experience and business outcomes.Foster relationships and consult with internal business partners to understand business strategies, drivers, and plans related to the client experience.Supplement the existing client experience metrics with additional data and identify new metrics and data sources that may be required to answer key questions.Translate data into compelling narratives that resonate with business partners and leaders throughout the organization.Support development of short‑ and long‑term plans to improve client experiences, leading action‑planning activities across business units and tracking progress.Deliver timely and actionable CX and market research insights that are easily understood and available to all appropriate audiences to enable strategic, project‑based, and operational decisions.Collaborate with Canadian business units and Experience Design teams to understand client experience metrics, trending data, and key drivers.Consult on key strategic initiatives client‑centric decision making.Track and report on progress against plans and help teams adjust CX action plans as needed to increase impact.Support development of recent client feedback programs and assist the business in creating action plans to improve performance.Assist with market research studies exploring client usage, behavior, perceptions, beliefs, attitudes, and values using qualitative and quantitative methodologies (interviews, focus groups, surveys, ethnography,



etc.).Conduct workshops to identify and assess capabilities to improve business outcomes and client satisfaction.Build a deep understanding of 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 build a “client‑obsessed” culture within Sun Life.Required QualificationsUniversity degree in a relevant area or equivalent experience.Minimum of 7 years’ experience working on Voice of the Client programs.Experience gathering client insights through a variety of tools including online surveys (e.G., Qualtrics), social media, call/contact centres, etc. for a holistic view of the client experience.Proven experience and strong knowledge of various CX metrics and how to capture and share them to provide a comprehensive view of the CX experience.A strong, demonstrated record of accomplishment in driving business results and organizational change through CX measurement and insights.Strong data and analytics skills and the ability to translate these skills into clear insights and a compelling story.Preferred SkillsStrong collaboration and influencing skills with cross‑Business Unit groups to promote and deliver client‑centric change.Effective, confident listening and communication, comfortable interacting with junior through senior roles.Excellent problem‑solving and communication skills with the ability to present a compelling argument for change.Additional RequirementsSuccessful candidate must obtain a Government of Canada Reliability Status security clearance through Sun Life prior to the start date.Salary and CompensationBase pay range: $90,000 – $140,000. Eligible employees may participate in incentive plans subject to individual and company performance.EEO StatementDiversity and inclusion are core values at Sun Life. We welcome applications from qualified individuals from all backgrounds.#J-18808-Ljbffr

📌 Senior Consultant, Cx And Market Research - C$90,000 - C$140,000 A Year (Winnipeg)
🏢 Sun Life
📍 Winnipeg