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:

Job description (heading) /  Description du poste (titre)

• The role of Manager/Senior Manager, Client Insights is to be the resident authority on Client Experience/ CX and Brand measurements, Voice of Client insights, competitive monitoring and industry benchmarking. Reporting to the Head of Client Experience, Asia, this role will be part of the Client Experience & Marketing function at Sun Life’s Asia Regional Office. Based in Hong Kong SAR, s/he will provide insights leadership, generate actionable insights and optimize local markets’ capabilities in their respective CX listening and measurement practices.  

  The role is expected to be a key collaborator, and the owner of Client, Brand, Competitor and Market insights to drive performance and value with Client Experience, Distribution, Operations, Transformation, Technology and Data Analytics teams accordingly across Asia.

The Manager/Senior Manager, Insights, will champion the Voice of Clients through effective insights delivery. S/he will not hide behind data but will present clear views on how Sun Life can fulfil its purpose, its Client Impact ambitions and vision of Client Experience simplicity/ ease of doing business to Regional and Local teams. Acting as an internal consultant, this role should help identify for the business the strongest opportunities for CX action across operational, relationship and strategic viewpoints.

Preferred skills (heading) / Compétences particulières (titre)

below demonstrates key leadership expertise needed to be successful in this role:

• Client insight research design, delivery, and insights generation
• Competitive benchmarking and effective market listening, which have led to business-line value creation
• Brand Health/ Performance research design, delivery and insights generation
• Advertising tracking design, delivery and insights generation
• Expert knowledge in all facets of Market Research, CSAT, NPS, Customer Effort Score and equivalents
• Expert knowledge in integrating attitudinal and behavioral data for richer insights 
• Understanding of techniques and tools for user research and insights generation (eg. journey mapping)
• Actionable insights mindset with quantitative/ data-driven capabilities
• Exceptional ability to turn data, reports and dashboards into opportunities for action
• Strong relationship, negotiation, and influence at senior levels as part of regional effectiveness

Qualifications (heading) / Compétences (titre)

• University graduate or above, in any type of relevant discipline such as Marketing, Consumer Behavior, Social Sciences Research, Business Analytics, etc with the requisite professional experience and expertise in similar roles
• 10 years professional experience, with strong insights delivery in a corporate or enterprise setting
• Experience in a transformation context, and with past regional responsibility and collaboration
• Effective solo contributor with proven track record in insights delivery and strong empathy for others
• Success in working across cultural, geographical, and political lines
• Passionate about strategy, growth, insights for business and with personality

Responsibilities (heading) / Responsabilités (titre)

• Deliver the CX Measurement System, Brand Health, and Competitive/ Market Listening

• Leadership, delivery and adoption of the CX Measurement System for Asia
• Accountable for the generation of actionable insights from CX Measurement System programs such as Client Experience Monitor, Competitive CX, Event-Based Listening, etc
• Identify the opportunities and levers to drive CX performance in CSAT/ Client Index
• SME leadership and delivery of Brand Health studies and Regional Syndicated Brand Performance Studies, with actionable insights for Brand performance and differentiation, as well as meaningful Client Experience delivery
• SME leadership and expert guidance on advertising tracking and media effectiveness studies, where required
• Leadership, design and delivery of competitor monitoring and competitive intelligence studies, industry benchmarking and other market scans that will provide insights on Sun Life’s relative position across Client, Advisor and Digital areas of capabilities
• Develop and own the knowledge bank for all research output, generating an insights repository for continuous revisiting, pattern generation and longitudinal viewpoints

Job Category:

Business Analysis - Process

Posting End Date:

01/10/2024