Manager, Global Client Experience and Insights

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.

Job Description:

***Please note this is a 1-year contract opportunity***

About the role:

Reporting to the Director, Global Client Experience and Insights, the Manager of Global Client Experience and Insights will leverage data and insights to evolve Sun Life’s Client experience strategy. The successful candidate will execute Client insights work and integrate Client feedback sources to provide a comprehensive Voice of the Customer lens to the organization.

This role will require an expert-level understanding of market research and consumer insights, quantitative research expertise, data analysis proficiency (e.g., in SPSS/SAS), strong storytelling skills, and advanced knowledge of Qualtrics, Microsoft Excel and PowerPoint.

What will you do?

• Develop and execute market research projects to support the global Sun Life organization. This includes comprehensive use of both quantitative and qualitative methodologies
• Analyze attitudinal survey data and behavioural Client data to identify insights that support the development and execution of CX strategy
• Work with multiple business line and corporate partners to bring actionable insights to the development and execution of customer service strategy
• Maintain knowledge of trends in Client experience across any industry and/or region to inform and provide context for Sun Life-specific insights gathered

What do you need to succeed?

• 8 to 10 years of market research experience, with preference given to those with both client and vendor experience
• Bachelor’s Degree in Business, Marketing, Market Research, Consumer Behavior or equivalent
• 2 to 3 years of experience using Qualtrics to set up, program, field and analyse results from Client satisfaction studies
• Proficiency with statistical analysis software (SPSS/SAS/R) and Microsoft Office platforms (notably Excel and PowerPoint)
• Demonstrated expert level knowledge in all facets of Market Research
• Demonstrated history of developing complex market research programs that have led directly to business line success
• Exceptional communication, writing and presentation skills
• Strong project management skills with the ability to balance multiple projects simultaneously
• Passion for being a Voice of the Customer advocate within an organization and an ability bring this mindset to the table when working with diverse business line leaders
• High level of initiative to prioritize work amidst competing demands and to take projects from the briefing phase to the delivery of final reports/presentations with minimal supervision
• High degree of self-awareness and understands his/her impact on others
• An effective listener who seeks to understand first and offers positive/flexible solutions to problems
• A team player who works well with cross-functional teams across the enterprise
• Energetic, self-starter who enjoys sharing insights in creative and engaging ways

Preferred Skills:

• Experience using Tableau as a data visualization tool to report on survey research results an asset

Unique Requirements:

• Able to accommodate early morning and late evening meetings 1-2 times per week to support business partners in Asia time zones

What's in it for you?

• Hybrid work environment
• A friendly, collaborative, and inclusive culture
• Flexible Benefits from the day you join to meet the needs of you and your family
• The opportunity to move along a variety of career paths with amazing networking potential
• Access to our Global Learning Centre, available 24/7 for your learning needs
• Wellness programs that support the three pillars of your health – mental, physical and financial

Recent Awards:

• We are honoured to be recognized as a 2022, 2023, 2024 and 2025 Best Workplaces in Canada by Great Place to Work® Canada
• Great Place to Work® list for Best Workplaces for #HybridWork 2022
• Great Place to Work® list for Best Workplaces for Professional Development in Canada 2022
• Named “Best Places to Work” by Glassdoor, 2021 and 2023

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.  

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our Clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to [email protected].

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you! Several 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.

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