Job Title

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 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. 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. 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 Conduct regular audit of conversational search results to understand/improve system performance and assist in the curation of the speech analytics rules library. 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 clients moments that matter, and how to obtain and use client feedback to build strategies, initiatives and objectives to improve client experience. Bachelors 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. Strong analytical skills, with a proven ability to interpret qualitative and quantitative data and create actionable insights. Meticulous attention to data accuracy and ability to work with large data sets to ensure data quality. Proactive problem-solver with the ability to think critically and provide data-driven solutions. 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. 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. We offer an in-office environment, competitive benefits, and a supportive workplace to help our employees thrive both personally and professionally. Training Reimbursement Corporate Discount Program We are focused on building a diverse and inclusive workforce. 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.