Research Manager, Voice of Client - Waterloo, Canada - Equitable

Equitable

Verified Company

Waterloo, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

At Equitable Life of Canada, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential.

Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and customer-responsive staff.

Join Equitable Life today.

Position Title:
Research Manager, Voice of Client

Reports To:
Director, Digital Experience Savings and Retirement

Department:
Savings and Retirement

Term:
Permanent Full-Time

Work Arrangements:

We are currently working remotely, and we will be moving to a hybrid model when our office renovation is complete (approximately November 2023), coming into the office a minimum of 2 days per week, every other week on designated days.

The Opportunity:

Our Research Manager is responsible for determining not just the "what", but the "why" through connecting multiple qualitative and quantitative data sources to tell a story that will improve the overall client and advisor experience.

They do this through extracting, analyzing, and building reporting and data for the VOC (Voice of Client) Program. This individual will surface pain points and emerging trends for root cause analysis.

They will conduct analysis on the client and advisor feedback to identify trends and assign value to the insights for prioritization and action.

The Research Manager will have project management responsibilities, including overseeing aspects of VOC projects that have research inputs (e.g., building and launching surveys, ensuring sample size is adequate).

This person will collect & democratize insights and partner cross-functionally around the most valuable opportunities. This work empowers stakeholders to make decisions grounded in client needs, continuously improving the digital experience for advisors.

What you will be doing:

Own the client experience measurement program across S&R including key experience metrics and listening programs
Measure the business impact of Client and Advisor Experience (CAX) improvements by linking results to key business OKRs (retention, sales) and seek to continuously optimize the experience
Ensure all relevant data points are accessible to partner teams, making it easy to access & leverage client insights in their process
Contribute to quarterly updates, sharing a consolidated view of insights & tying to other research across teams
Maintain a knowledge of the latest trends and analytic approaches in market research
Leverage analytical tools to uncover issues within the client and advisor journey and recognize ongoing themes/trends
Create dashboards that share detailed and realtime feedback with the organization to provide a better user experience
Communicate complex technical concepts to nontechnical partners
Demonstrate ability to balance competing priorities based on strong, objective business judgment
Consistently monitor progress to further develop VOC program and increase ROI
Become intimately familiar with the client and advisor experience what works, what doesn't, and what we need to prioritize
Monitor and analyze VOC trends, and performance drivers to support weekly and monthly reporting
Own journey research and act as an insights quarterback bringing the knowledge of the moments that matter to drive data driven decisions.
Support VOC projects and pilots, including survey deployment, refinement of survey, monitoring of survey sample size etc. and finding the insights to help guide the business on where to focus first
Satisfy adhoc VOC data requests accurately and timely for reporting/analysis.
Become an expert in the VOC listening platform and serves as the 'goto' for questions on data / insights calling out the 'so what' and 'now what'
Nice to have:
Experience with insurance and/or financial services
Experience creating and sharing data visualizations to provide a clear story

What you will bring:

5+ years of experience within client experience, or analytics functions, preferably within a highgrowth environment
Datadriven, with ability to leverage data to build recommendations and drive alignment with stakeholder teams.
Experience with Alida, Qualtrics, Medallia, Forsta or other BI tools
Experience with CRMs is helpful
Excellent project management skills to plan, execute and report on multiple programs running in parallel
Exceptional written and oral communication skills
Able to drive results through indirect and direct influence
Possess deep knowledge and expertise in customer satisfaction OKRs
Is a selfstarter who thrives in a fastpaced environment with a passion for the client experience
Has a bias toward action, highlighted through strong followup skills and a sense of urgency
Ability to think both strategically and tactically with strong attention to detail

What's in it for you:

- A healthy work-