Client Experience and Insights Manager

Sun Life Financial   •  

Toronto, ON

Industry: Accounting, Finance & Insurance


5 - 7 years

Posted 243 days ago

This job is no longer available.

Job Description:

Reporting to the AVP, Client Experience and Insights, the Manager of 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.

Specific Responsibilities:

  • Promote and manage Sun Life’s Client Insights Community
  • Develop and manage the research schedule across Canadian businesses, addressing multiple and sometimes overlapping research needs
  • Develop and execute quantitative and qualitative market research projects through the community
  • Promote active engagement among members within the community through creative engagement tactics
  • Promote the insights community within the organization to maximize the community’s value to the organization
  • Liaise with the US Insights team to share best practices
  • Lead ongoing recruitment efforts to meet the community’s size objectives
  • Support Client Journey Mapping projects and ad hoc reporting tosupport Sun Life’s Client experience 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

Mandatory Requirements:

  • Demonstrated expert level knowledge in all facets of Market Research
  • Proficiency with statistical analysis software (SPSS/SAS/R) and the Microsoft Office suite (notably Excel and PowerPoint)
  • Exceptional communication, writing and presentation skills
  • Strong project management skills with the ability to balance multiple projects simultaneously
  • Has a passion for being a voice of the customer advocate within an organization and has the ability to 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

Education and qualifications:

  • The successful candidate will hold a Bachelor’s degree in Business, Marketing, Market Research, Consumer Behavior or equivalent
  • 5-10 years, with preference given to those with both client and vendor experience