Advisor, Voice of the Customer & Research

Advisor, Voice of the Customer & Research

Build Your Future With Us

Are you passionate about customer experience, understanding consumer behavior, and uncovering insights that drive organizational growth? Would you like to contribute to an organization whose purpose is to help clients feel confident and secure about their future?

As an Advisor, Voice of the Customer & 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 Voice of the Customer (VoC), you will help transform customer data and customer insights into strategic recommendations that directly influence business initiatives and organizational decision-making.

This position offers an exciting opportunity to showcase your skills and maximize your potential within a caring and trusted organization. Here, people and their development are at the heart of everything we do, fostering an environment that encourages collaboration, innovation, and continuous improvement.

What You Will Accomplish With Us

As an Advisor, Voice of the Customer & Research, you will be at the heart of our mission. Your key responsibilities will include:

• Design, implement, and continuously evolve Voice of the Customer measurement programs to support customer experience improvements across the organization;
• Coordinate the CSI process and ensure the ongoing management of existing NPS metrics, in partnership with the GCX team and business units;
• Design and lead customer research initiatives (quantitative, qualitative, or mixed-method) primarily in support of GCX growth initiatives, including cross-selling, digital journeys, segmentation, brand strategy, life events, onboarding, and more. You will contribute before, during, and after initiatives to maximize business impact;
• Transform customer insights and research findings into actionable recommendations that influence business decisions and organizational priorities;
• Monitor market trends, consumer behaviors, competitive practices, and industry best practices in customer experience measurement and customer research to help guide the evolution of company initiatives;
• Collaborate with internal teams, business partners, and external research firms to ensure the voice of the customer is embedded in strategic business initiatives;
• Contribute to the modernization of Voice of the Customer tools, practices, and processes, including the potential implementation of innovative, integrated customer feedback collection platforms and solutions.

What Will Accelerate Your Success in This Role

We are looking for someone who:

• Is recognized for the ability to translate complex data into clear, relevant, and actionable business recommendations;
• Stands out for her strong methodological rigor in both traditional and modern customer research (study design, sampling, questionnaire development, interviews, focus groups, online communities, agile research, and analysis), as well as her strong analytical mindset;
• Demonstrates a high level of autonomy in managing projects and the ability to thrive in a complex and evolving environment;
• Is recognized for the ability to collaborate, influence, and mobilize diverse stakeholders without direct authority;
• Has 5 to 8 years of experience in customer experience, Voice of the Customer, marketing research, or customer research;
• Holds a bachelor's degree in Business Administration, Marketing, Research, Statistics, Social Sciences, or a related field. A master's degree is considered an asset;
• Experience in the financial services industry or another highly regulated environment is considered an asset;
• Knowledge of modern Voice of the Customer and survey platforms such as Qualtrics, Medallia, Forsta, Alida, or equivalent solutions is considered an asset;
• Experience in customer journey analysis, customer satisfaction, and customer experience is considered an asset;
• Knowledge of Customer Satisfaction Index (CSI) or Net Promoter Score (NPS) measurement programs is considered an asset;
• Has an advanced level of English proficiency, as the role requires regular participation in meetings, collaboration on projects, and communication with business partners, external vendors, and colleagues located outside Quebec;
• Possesses excellent written and spoken French communication skills, as the role requires conducting research activities, facilitating interviews and focus groups, developing surveys, analyzing feedback, and presenting findings to French-speaking stakeholders on a regular basis.

Why You'll Love Working With Us

• A work environment where learning and development are combined with a collective pursuit of excellence;
• A healthy, safe, equitable, and inclusive workplace where individuals can thrive and realize their full potential;
• The opportunity to work in a hybrid environment supported by flexibility and access to inspiring and innovative workspaces;
• Competitive benefits, including flexible group insurance, a competitive pension plan, an employee share purchase plan, vacation and wellness/personal development days, telemedicine services, an employee and family assistance program, an ergonomic furniture program, performance bonuses, discounts on iA products, and much more!

Apply Today and Take the Lead in Your Career, Where Your Talent Truly Matters!

Not Sure Whether to Apply?

At iA Financial Group, we believe in potential and value diverse experiences. If this role inspires you, we encourage you to apply—your place may be with us, and we would love to get to know you.