At CI, we see a great place to work as one that is a safe place for everyone to have a voice, where people are empowered to take ownership over meaningful work, where there is an opportunity to grow through stretching themselves, where they can work on innovative products and projects, and where employees are supported and engaged in doing so.
The Customer Experience Insights Analyst is an integral member of the Business Analytics \& Insights Team and will be primarily responsible for administering Voice of the Customer (VOC) programs, Natural Language Processing (NLP) capability, and Client Experience (CX) Assessments. The analyst will collaborate with other business teams to identify their needs, translate business questions/challenges into client information needs, support and administer all elements of the team's initiatives, and monitor established metrics to measure client experience.
PRIMARY OBJECTIVE:
The Customer Experience Insights Analyst is an integral member of the Business Analytics \& Insights Team and will be primarily responsible for administering Voice of the Customer (VOC) programs, Natural Language Processing (NLP) capability, and Client Experience (CX) Assessments. The analyst will collaborate with other business teams to identify their needs, translate business questions/challenges into client information needs, support and administer all elements of the team's initiatives, and monitor established metrics to measure client experience.
RESPONSIBILITIES:
- Support the management of a formal client listening program by assisting with discovery, assessment, analysis, planning and implementation.
- Support and administer the process for collecting client insight and feedback, including conducting a needs assessment and documenting a post mortem analysis.
- Review client feedback from all listening sources and analyze, identify/validate pain points and gaps in the client's overall experience.
- Maintain an excellent understanding of survey best practices including survey tools, methodology, and trends.
- Assist in the development and maintenance of relational and transactional satisfaction surveys on prioritized touchpoints within a client's journey and make recommendations for improvement based on survey feedback.
- Perform ad hoc analyses as requested by the operations team or leadership to address specific questions, test hypotheses, and support strategic initiatives
- Administer the Close of the Loop program for Contact Centres.
- Conduct regular audit of conversational search results to understand/improve system performance and assist in the curation of the speech analytics rules library.
- Create and iterate conversational search parameters to satisfy a range of business requests from partners in a timely manner.
- Administer data from VOC programs, Contact Center metrics, and Speech Analytics into cohesive analysis that together produce new possible insights.
- Collaboratively work with stakeholders across various business units to understand the client's moments that matter, and how to obtain and use client feedback to build strategies, initiatives and objectives to improve client experience.
AUTHORITIES:
QUALIFICATION REQUIREMENTS:
- Education: Bachelor's degree in a relevant field such as Marketing, Business, Finance, Economics, Statistics, Data Science, or a related area.
- Experience: 2 years of experience in data analysis, business intelligence, or operations analytics, preferably within a financial services or B2B environment. Background in Client Services or Back Office administration an asset.
- Technical Skills: Proficiency in surveying tools (e.g., Qualtrics, Medallia), data visualization tools (e.g., Tableau).
- Technical Skills: Proficiency in SQL is an asset.
- Analytical Mindset: Strong analytical skills, with a proven ability to interpret qualitative and quantitative data and create actionable insights.
- Attention to Detail: Meticulous attention to data accuracy and ability to work with large data sets to ensure data quality.
- Communication Skills: Strong written and verbal communication skills, with the ability to present findings in a clear and impactful way for business stakeholders.
- Problem-Solving: Proactive problem-solver with the ability to think critically and provide data-driven solutions.
Preferred Qualifications
- Experience in asset management or a related financial services field
- Fluency in French
CI Financial is an independent company offering global wealth management and asset management advisory services through diverse financial services firms. Since 1965, we have consistently anticipated and responded to the changing needs of investors. We are driven by a commitment to provide individuals and institutions with the highest-quality investments and advice. Our commitment to the highest levels of performance means that whatever their position, CI employees must be comfortable in a fast-paced environment that will stretch them to tap into their highest potential. Employees with a healthy dose of ambition, a desire to commit to a curious mindset for continuous learning, and a willingness to go the extra mile thrive at CI.
A Supportive Environment for Success
We offer an in-office environment, competitive benefits, and a supportive workplace to help our employees thrive both personally and professionally.
WHAT WE OFFER
- Modern HQ location within walking distance from Union Station
- Training Reimbursement
- Paid Professional Designations
- Employee Savings Plan (ESP)
- Corporate Discount Program
- Enhanced group benefits
- Parental Leave Top--up program
- Paid time off for Volunteering
We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not confident you meet all the qualification requirements, we encourage you to apply to investigate the opportunity further.
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 provide reasonable accommodations for persons with disabilities. If you require accommodations in order to apply for any job opportunities, require this posting in an additional format, or require accommodation at any stage of the recruitment process please contact us at accessible.recruitment@ci.com, or call 416-364-1145 ext. 4747.
