Client Experience Analyst - Toronto, Canada - Sun Life

Sun Life

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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 passionate about using the voice of the client to facilitate a strong Client experience and ultimately impact business growth?

The Client Experience Strategy & Design team actively seeks Client feedback across multiple channels throughout the client journey.

Reporting to the Voice of the Client Program Lead, the CX Analyst is responsible for executing, analyzing and reporting insights for multiple Client listening programs and linking Client feedback with operational data and metrics to provide a holistic view of the Client journey.

This role is integral in prioritizing areas for strategic focus and measuring the success and impact of improvement initiatives.

What will you do?

Research Execution:

Aid in the development and execution of all aspects of client listening programs for various internal business units across Sun Life Canada
Perform project management tasks including questionnaire design, survey programming, reviewing client verbatim comments, analysis and reporting
Maintain expert knowledge on trends and industry best practices related to VOC programs

Data Analysis and Reporting:

Use Qualtrics to capture, analyze and report client feedback
Implement text analytics to quantify unstructured feedback
Leverage data from multiple sources (client feedback, operational data, social media, etc.) for analysis to identify leading indicators and drivers of client experience
Establish performance dashboards to track our progress along the client journeys integrating client feedback and other data sources
Prepare written analysis and create insightful reports with strategic recommendations

Partner Liaison:

Present and share insights with key stakeholders
Collaborate with business units to identify and prioritize opportunities to improve client experiences
Track implementation of improvements and the impact on relevant metrics

What do you need to succeed?

University degree in a relevant area or successful completion of a market research degree program or equivalent experience.
Minimum of 3 years of experience in a datarelated VOC role, tracking satisfaction across the customer journey
Experience analyzing root causes of improvement opportunities
Able to synthesize complex data into simple messages for broad audiences
Strong organizational skills with the ability to set and manage multiple deliverables and priorities, and deliver high quality work within strict timelines
Strong project management capabilities; organized with high attention to detail
Deep knowledge of survey and reporting tools i.e Qualtrics or equivalent required
Strong analytical skills with the ability to find the story in the data
Experience with analysis of unstructured data
Excellent communication skills combined with effective relationshipbuilding abilities

What will be nice to have?

Previous experience in financial services or insurance is preferred
Bilingual (English/French) is preferred

What's in it for you?

Flexible work environment work from home, office or a combination
Great Place to Work Certified in Canada and the US.
Named 2021 "Best Places to Work" by Glassdoor
Canada Award for Excellence for Mental Health at Work 202
Pension, stock and savings programs to help build and enhance your future financial security
Work and professional development that is united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives
A friendly, collaborative, and inclusive culture
Be part of our continuous improvement journey in developing the next greatest digital enterprise experience.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work.

Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range:

53,300/ ,300/86 300

Job Category:

Business Analysis - Process

Posting End Date:

29/01/2023