Senior Client Experience Analyst
CI Investments Inc.
Toronto, ON, CA
6d ago

ABOUT US

CI Financial Corp. (TSX : CIX) is an independent Canadian company offering global asset management and wealth management advisory services.

Its primary operating businesses are CI Investments Inc., Assante Wealth Management (Canada) Ltd., CI Private Counsel LP, Grant Samuel Funds Management Pty Ltd.

of Australia, First Asset Investment Management Inc., and BBS Securities Inc.

POSITION : Senior Client Experience Analyst

LOCATION : Toronto (M5J 0A3)

JOB OVERVIEW

The Senior Client Experience Analyst is a key member of the Client Experience (CX) team and is responsible for managing key analytical client data from various sources.

Through the aggregation and analysis of qualitative and quantitative data, the Senior CX Analyst will identify insights in client’s needs and perception and use this information to inform key stakeholders and support improvements and fact-based decisions.

This individual will engage with the CX team and various areas across the company to understand business unit needs for data and visualization, and to promote and ensure full understanding of client feedback.

WHAT YOU WILL DO

  • Support the launch of a formal client listening program by assisting with discovery, assessment, analysis, planning and implementation.
  • Manage the collection of client feedback ensuring that existing processes and best practices are applied across business units
  • Lead the analysis, synthesis, interpretation and development of data-driven insights from integrated information, including operational metrics, surveys and other variables.
  • Perform root cause analysis to determine drivers of client satisfaction & dissatisfaction, delivering analysis along with actionable recommendations.
  • Strategically apply statistical and data analysis techniques as well as propose and implement new data collection and analysis methodologies that may help in uncovering additional client insights.
  • Leverage existing analytical tools and software to produce data sets, analyses, tabulations, graphics as well as create data visualizations that support decision making.
  • Strategically design & implement relational and transactional satisfaction surveys as well as provide support in the planning and execution of research activities.
  • Support the planning and facilitation of workshops such as journey mapping sessions, client experience design, process improvement and creative ideation workshops.
  • Participate as a CX data analyst subject matter expert in supporting various projects, implementations and initiatives as needed.
  • Other duties, as required.
  • Experience

  • 3+ years working with data, including manipulating, analyzing and visualization of data.
  • Working experience in a similar client experience role.
  • Experience working with large amounts of data and visualizing such data using Tableau
  • Experience in client services within the financial services industry an asset.
  • Some coding experience with statistical programming languages such as SQL and / or Python or proven ability to learn a variety of software applications and system functions, an asset
  • Education / Training

  • Undergraduate degree in Business and / or Quantitative discipline such statistics, mathematics, social sciences or equivalent experience
  • Knowledge, Skills, and Abilities

  • Excellent technical foundation of quantitative and qualitative research methods
  • Excellent analytical skills with strong working knowledge of Excel and other data analysis platforms
  • Excellent problem-solving skills with the ability to translate data problems into analytical research objectives / steps
  • Passion for understanding human needs and motivations in varying contexts
  • A team player with proven ability to effectively build and maintain relationships at all levels, and successfully collaborate with others to achieve common goals
  • Strong verbal and written communication skills, with the ability to deliver engaging stories verbally and through data summary reports
  • A strategic thinker with attention to detail and great presentation skills
  • Adaptable, flexible, and comfortable working in a fast paced and frequently changing environment
  • WHAT YOU CAN EXPECT FROM US

    Our dedication to the Employee Experience at CI is aimed at supporting, empowering and inspiring our talented team through :

  • Recognition & Compensation
  • Training & Development
  • Health & Well-being
  • Communication & Feedback
  • If you are a passionate, committed and dynamic individual, please submit your resume in confidence by clicking Apply .

    Only qualified candidates selected for an interview will be contacted.

    CI Financial Corp. and all of our affiliates ( CI ) are committed to fair and accessible employment practices and we are committed to providing accommodations for persons with disabilities.

    If you require accommodations in order to apply for any job opportunities, or require this posting in an additional format, please contact us at accessible.

    recruitment ci.com, or call 416-364-1145 ext. 4747. If you are contacted by CI regarding a job opportunity or testing and require accommodation in any stage of the recruitment process, please use the above contact information.

    We will work with all applicants to determine appropriate accommodation for individual accessibility needs.

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