City : Toronto

Category : Full-time

Industry : Finance

Employer : Sun Life Financial

Vous êtes unique, comme le sont votre parcours, votre expérience et votre façon de voir les choses. Ici, on vous encourage et on vous motive à donner le meilleur de vous-même, et on vous donne les moyens de le faire. Vous travaillerez avec des collègues dynamiques – experts dans leur domaine – qui sont impatients de partager leurs connaissances avec vous. Vous aurez des gestionnaires inspirants qui vous aideront à développer votre potentiel et à atteindre de nouveaux sommets. Chaque jour, vous aurez de nouvelles occasions de rendre la vie de nos Clients plus radieuse – ils sont au cœur de tout ce que nous faisons. Découvrez comment vous pouvez faire une différence dans la vie des gens, des familles, des collectivités – ici et partout dans le monde.

Description de poste:

Are you a proven Client Experience (CX) leader who is obsessed with understanding client needs, market trends, and business strategy as the foundation for designing exceptional client experiences? Do you excel at leading both UX Research and Journey Research strategy, functions and teams? Are your formal people management skills well developed?

Note that this is a Research and Insights focused leadership role. The insights provided by your team will fuel the continuous changes and improvements that the Design teams will craft and implement.

Reporting to the AVP, CX Insights and Loyalty, in the Canadian Client Experience Office (CXO), the Director, UX and Journey Research is responsible for working with stakeholders across the organization to identify, define and shape key client experience across our products, services and channels. 

In this role you will lead change, inspire innovation and build alignment by providing insights for priority journey and progressive digital experiences. You will work directly with colleagues in CXO, the business units, technology and marketing to create industry leading client experiences that drive CX and business outcomes. As the Director, UX and Journey Research, you will manage a team of both UX researchers and Journey researchers with the goal to integrate various forms of experience design insights and analytics to make key decisions, drive client-centric value and increase our stakeholder CSAT scores.  

Canada Insights Operating Model and Program

• Lead a team of UX and Journey research consultants dedicated to supporting our new Insights Operating Model
• Focus on the integration of UX and Journey insights to provide our teams and partners a broad picture of our stakeholders, who they are, and what their actions and their needs are, in order to support better decision making at the project and strategy level
• Partner with UX and Journey Design teams to provide them with wholistic actionable insights
• Deliver timely and actionable experience design research insights that are easily understood and available to all the appropriate audiences to make CX improvements
• Work closely with our Business Unit (BU) partners to disseminate key insights in order help drive and influence stakeholder centric decisions, short/long term impacts to our business, and increase our stakeholder satisfaction scores.

Lead and plan UX and Journey research to generate actionable service design insights

• Lead the identification, collection and analysis of key data and insights to prioritize journeys and interactions across various channels
• Provide Journey and UX research expertise to deliver insights to improve CX by influencing planning, design and measurement activities
• Partner with Product and Business to support short-term and long-term CX roadmaps that identify key changes required to deliver the target client experience and measurable business and client outcomes
• Onboard new and leverage existing UX research and digital experience measurement tools to provide end-to-end insights to improve processes and digital experiences
• Uphold the North Star for OneSun client journeys and mobile first experiences across the organization
• Through research insights, facilitate the design and development of various features/functions into experience level programs at a journey level and work closely with UX Design and Marketing to bring these experiences to life
• Oversee market research studies to explore client usage, behaviour, perceptions, beliefs, attitudes, and values by leveraging qualitative and quantitative methodologies (interviews, focus groups, surveys, ethnography, etc.). Conduct workshops to identify and assess capabilities to improve the business outcome and client satisfaction
• Build a deep understanding of our key clients, client segments and personas (retail clients, group members, advisors, and sponsors) and their client journeys.
• Proactively share client insights with partners and team members and take clear steps to help build a “client-obsessed” culture within Sun Life.
• Inform and influence annual planning and roadmaps through an expert knowledge of client needs, market trends and business strategy
• Advocate and be a champion for Client Experience across the organization

What do you need to succeed?

• 10+ years’ experience in Journey and UX research, preferably in the financial services, insurance, or enterprise domain 
• Extensive experience in quantitative and qualitative research, including user interviews, usability studies (moderated and unmoderated), ethnographic research, etc.  
• Experience leading and managing teams responsible for Journey and UX research
• Experience with an Agile process and mindset
• Post-secondary education in Business and Market Research, and/or in one of the following areas: 

• User Experience / UX Design or a related field 
• Social Sciences (Psychology, Anthropology, Sociology, Communications, Economics etc.) 
• Human-Computer Interaction / Human Factors 
• Systems Design Engineering 

• Understanding of behavioural psychology theory and application, along with strong familiarity with behavioral science/economics literature will be considered an asset
• Expert collaboration skills, working with various levels of stakeholders and partners to take action; includes executives, product leaders, business and development teams.
• Strong communication skills with the ability to influence and impact decision making
• A demonstrated record of driving business results and organizational change through UX and Journey insights
• Well-developed analytical skills: able to review data, summarize key findings/trends, and communicate recommendations to multiple audiences 
• Strong critical thinking and problem-solving abilities 

What’s in it for you?

• Being a member of the Sun Life family, a group of people united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives
• Being part of our transformation journey to better meet the health, wealth, and protection needs of our clients.  
• A friendly, collaborative and inclusive culture
• Work-life balance by scheduling your day around your priorities and having more time to spend on the important things
• Competitive salary and bonus structure influenced by market range data. 
• Flexible Benefits from the day you join to meet the needs of you and your family.  
• Pension, stock and savings programs to help build and enhance your future financial security
• Joining a reputable organization with over 150 years of history
• Canada Order of Excellence for Mental Health at Work® certification from Excellence Canada. Sun Life is one of only four companies in Canada to ever receive this certification – 2024
• Top Work Places® for Remote Work – Monster Canada - 2024
• Great Place to Work® Certified for Most Trusted Executive Team in Canada – 2024 and 2023
• Great Place to Work® Certified for Best Workplaces in Canada – 2024 and 2022
• Great Place to Work® Certified for Best Workplaces for Women in Canada - 2024
• Great Place to Work® Certified for Best Workplaces in Ontario - 2023
• Great Place to Work® Certified in Canada in Financial Services and Insurance – 2023
• 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
• Flexible hybrid work model #LI-Hybrid.

L’échelle du salaire de base est pour l’emplacement principal du poste affiché. Elle peut varier selon l’emplacement du candidat sélectionné et d’autres facteurs. En plus du salaire de base, les employés admissibles de la Financière Sun Life participent à différents programmes de rémunération incitative, dont le montant octroyé est discrétionnaire et dépend du rendement de l’employé et de la compagnie. Certains postes de vente participent à des programmes de rémunération incitative basés sur les résultats de vente individuels ou de groupe. 

Depuis toujours, la diversité et l'intégration sont au cœur des valeurs de la Financière Sun Life. Nous croyons qu'un effectif diversifié ayant des points de vue variés et des idées créatives est avantageux pour nos clients, pour les collectivités où nous exerçons nos activités, ainsi que pour nous tous, en tant que collègues. Nous accueillons avec enthousiasme les candidatures de personnes compétentes provenant de tous les horizons.

Les personnes handicapées ayant besoin de mesures d'adaptation pour présenter leur candidature et celles qui doivent consulter les offres d'emploi sur un support de substitution peuvent envoyer leur demande par courriel à l'adresse ‘thebrightside@sunlife.com’.

À la Sun Life, nous voulons créer un environnement de travail flexible où nos employés sont outillés pour donner le meilleur d’eux-mêmes. Nous offrons plusieurs options de travail flexibles selon les exigences du poste et les besoins individuels. N’hésitez pas à en discuter pendant le processus de sélection.

Nous remercions tous les candidats de l'intérêt manifesté pour ce poste. Nous ne communiquerons qu'avec les personnes qui auront été retenues pour passer une entrevue.

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