Advisor - Customer Voice and Research

Description

• Advisor – Customer Voice and Research
• Build the future with us

Are you passionate about customer experience, understanding consumer behaviors, and uncovering insights that drive organizational growth? Do you want to contribute to the core purpose of a company that aims to put its clients at ease and secure about their future?

In this role as an Advisor – Customer Voice and Research, you will play a key role in the evolution and modernization of customer experience measurement practices at iA Financial Group. Leveraging your expertise in customer research and Customer Voice, you will transform customer data and learnings into strategic recommendations that directly influence business initiatives and organizational decisions.

This position offers a great opportunity to showcase your skills and fully leverage your potential within a caring and reliable company. Here, human development is at the heart of our concerns, fostering an environment conducive to collaboration, innovation, and continuous improvement.

What you will accomplish with us

As an Advisor – Customer Voice and Research, you will be at the heart of our mission. Here are the main responsibilities:

• Design, implement, and evolve Customer Voice measurements to support the improvement of the customer experience across the organization;
• Coordinate the IRC process and maintain the NPS measurements in place, in partnership with internal GCX teams and business sectors;
• Design and lead customer research projects (quantitative, qualitative, or mixed) primarily in support of GCX growth initiatives (cross-sell, digital journeys, segmentation, brand, life moments, onboarding, etc.), intervening upstream, during, and downstream of initiatives to maximize their business impact;
• Transform research results and customer data into actionable recommendations to influence business decisions and organizational priorities;
• Conduct market trend monitoring, consumer behavior analysis, competitor practices, and best practices in CX and customer research to guide the evolution of the company's initiatives;
• Collaborate with various internal teams, business partners, and external research firms to ensure the integration of the customer voice into the company's initiatives;
• Contribute to the modernization of Customer Voice tools, practices, and processes, including the potential implementation of new integrated and innovative customer feedback collection tools.
• What could accelerate your success in this role
• We are looking for someone who:
• Is recognized for their ability to transform complex data into clear and relevant business recommendations;
• Stands out for their methodological rigor in traditional and modern customer research (study design, sampling, questionnaires, interviews, focus groups, online communities, agile research, analysis) and their analytical mindset;
• Demonstrates strong autonomy in managing projects and the ability to thrive in a complex and evolving environment;
• Is recognized for their ability to collaborate, influence, and mobilize different partners without direct hierarchical authority;
• Has 5 to 8 years of experience in customer experience, Customer Voice, marketing research, or customer research;
• Holds a bachelor's degree in administration, marketing, research, statistics, social sciences, or a related field. A master's degree is an asset;
• Experience in the financial services industry or in a highly regulated environment (asset);
• Knowledge of modern Customer Voice and survey platforms such as Qualtrics, Medallia, Forsta, Alida, or equivalents (asset);
• Experience in customer journey analysis, customer satisfaction, and customer experience (asset);
• Knowledge of IRC or NPS measurement programs (asset);
• Advanced English proficiency since the person will be required to participate in meetings, collaborate on projects, and exchange information with business partners, external vendors, and colleagues located outside of Quebec, and this on a regular basis.

Why you will love working with us

• A work environment where learning and development merge with a collective quest for excellence;
• A healthy, safe, equitable, and inclusive environment where potential can freely express and develop;
• The opportunity to work in a hybrid work environment, supported by flexibility and access to inspiring and innovative workspaces;
• Competitive social benefits: flexible collective insurance, competitive retirement plan, share purchase plan, vacation and well-being days, telemedicine, employee and family assistance program, ergonomic furniture program, performance bonuses, discounts on iA products, and more!
• Apply now and take the lead in your career, where your talent truly counts!
• Hesitating to apply?

At iA Financial Group, we believe in potential and value the diversity of experiences. If this role inspires you, dare to apply – your place might be with us and we want to get to know you!