Director

Description:

As Director of Global Research Analytics and Reporting, you will play a pivotal role in managing the analysis, reporting, and socialization of Client and Consumer Insights from Sun Life’s Global CX Listening and Measurement programs. This includes measuring and reporting on Sun Life’s Overall Client Satisfaction (CSAT) results at a relationship and transactional level across specific lines of business in Canada, US and Asia.

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 Microsoft Excel and PowerPoint.

The successful candidate will manage and mentor a team of Research and Insights professionals to provide a comprehensive Voice of the Client lens to the organization.

What will you do?

• Leadership: Lead and coach a team of research and insights professionals to deliver PowerPoint and Dashboard reporting (in Tableau) on Client Experience results across Sun Life’s Global CX Listening and Measurement programs

• Project Ownership: Prioritize work amidst competing demands while managing quantitative and qualitative research projects from the initial briefing phase to the delivery of final reports/presentations

• Methodology and Research Design: Understand and provide a point of view on the appropriate survey design and execution (including proper sampling, quota management, questionnaire design, and weighting)

• Storytelling: Unleash your creative side to develop impactful visualizations that help uncover CX improvement opportunities for our business partners

• Analysis and Reporting: Analyze attitudinal survey data and behavioural Client data to identify insights that support the development and execution of CX strategy

• Advanced Analytics: Produce (and advise on) the appropriate analytic model(s) that should be used to address specific business objectives (e.g., key drivers of Client satisfaction, text analytics, cluster analysis, etc.)

• Stakeholder Management: Partner with stakeholders across Sun Life’s three major cross-functional Business Groups (Canada, US, and Asia) to drive a comprehensive Client-centric strategy. Be a Voice of the Client advocate within the organization

What do you need to succeed?

• Proven expertise in market research and consumer insights, with a minimum of 10+ years of experience. Preference given to those with both Client-side (research buyer) and Vendor-side (research supplier) experience

• Experience using Client Experience Measurement platform(s) (e.g., Qualtrics, Medallia, etc.) to setup, program, field and analyze results from Client satisfaction studies

• Prior experience managing a team of Client and/or Consumer Insights professionals

• Strong proficiency with statistical analysis software (SPSS/SAS/R) and Microsoft Office platforms (notably Excel and PowerPoint)

• Robust data analytic skillset with direct experience conducting, interpreting and visualizing advanced analytical models

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

• Bachelor’s degree in Marketing, Market Research, Statistics, Business, Consumer Behavior or a related field; Post-graduate degree in research analysis or consumer insights preferred

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