Associate Manager, Research

Given the size and scope of our organization, we have the flexibility for this position to be located in the following head office locations: Toronto, London.

• Assist in leading the evolution of the Canada Life research program (including Voice of Customer and Voice of Advisor) to meet Individual Customer (IC) and Advisory Network (AN) needs
• Help achieve desired outcomes across customers, advisors and employees, with the purpose to determine various opportunities to improve the customer experience
• Assist with the elevating of our organization’s perception and use of insights gathered, and actively leverage insights to help deliver an exceptional customer experience
• Lead research projects that generate the data required to determine and disseminate insights throughout IC and AN. Some projects will be conducted using Qualtrics software; others will be outsourced to vendors and/or conduct qualitative research online / over the phone. Research could include anything from feedback to foundational, product evaluation, concept testing, etc. It does not include UX testing.
• Leverage previous primary research and other data sources (e.g., Statcan, vendor subscriptions, etc.) that bring support to research hypotheses, increase efficiencies and broaden the story being told
• Provide insights reporting in PPT, including storytelling and accurately / easily communicating statistical significance calculated during the analysis phase
• Input into the research team’s strategy / roadmap to expand research and data-driven insights on a continual basis across all critical touch points
• Proactively share insights that may create or influence new / existing initiatives that drive business value
• Collect and codify research data points, and make sure it is leveraged throughout the IC and AN teams for use in its business decision-making process
• Gain understanding of the customer and advisor perspective, needs, pain points and satisfaction levels
• Identify, communicate, and leverage customer insights and trends from a variety of internal and external sources, work closely with partners across the organization to ensure proper alignment
• Strong team player that collaborates within the Research and Insights team and across various business channels to achieve strategic and consistent approaches
• Conduct driver, and other analyses, using appropriate regression and correlation methods

• Professionally write, conduct, analyze and report on quantitative and qualitative research projects, including surveys and discussion guides for interviews, focus groups, etc.
• Conduct in-person or phone interviews. Ability to facilitate focus groups considered an asset
• Intuitive sense and passion for determining “what customers and advisors need” and how to best uncover perceived and unmet needs or pain points to gain a competitive advantage
• Critical thinking skills, primarily in the research design and analytics phases, including being able to bring forth creative methodologies to build truly tailored solutions
• Proven ability to drive insights from research and data
• Solid analytical foundation and passion for data / insights, coupled with an ability effectively manage and adapt to complex change
• Understands customer behaviour; proven ability to identify solutions using data and by deriving insights
• Strong stakeholder engagement, including respectfully and confidently handling senior management conversations
• Compelling presentation skills to engage stakeholders before projects, as well as present results after projects have concluded
• Effective project management skills to create accountability among project teammates and deliver on time in an organized manner
• 5-10 years of relevant professional experience; at least two years as part of a large research function such as a research consultancy
• Work experience in financial services, conducting modern / innovative research methods, developing and/or managing research programs, and using Qualtrics are all considered assets
• Experience managing research vendors
• Bachelor’s degree in a business or analytical area of focus, paired with hands on business experience
• Proficient in Excel, PowerPoint, and Word.
• Comfort or proficiency with advanced statistical programs like SPSS and data visualization programs like PowerBI