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Service Enablement Analyst – VOC

CI Financial

This is a Contract position in Vaughan, ON posted September 21, 2022.

CI Financial is an independent company offering global wealth management and asset management advisory services through a diverse group of 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 that have 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.

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 opportunity to grow through stretching themselves, where they can work on innovative products and projects, and where employees are supported and engaged to do so.

The Service Enablement Analyst is an integral member of the VOC/Service Enablement team and will be primarily responsible for administering Voice of the Customer (VOC) programs, Natural Language Processing (NLP) capability, and Client Experience Evaluations (CX).

Reporting to the Director, Service Enablement, they will support both CI and Assante collaborating with other business teams to identify their needs, translate business questions/challenges into client information needs, support and administer all elements of the VOC team initiatives, and monitor established metrics to measure client experience.

PRIMARY OBJECTIVE: The Service Enablement Analyst is an integral member of the VOC/Service Enablement team and will be primarily responsible for administering Voice of the Customer (VOC) programs, Natural Language Processing (NLP) capability, and Client Experience Evaluations (CX).

Reporting to the Director, Service Enablement, they will support both CI and Assante collaborating with other business teams to identify their needs, translate business questions/challenges into client information needs, support and administer all elements of the VOC team 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 (CI and Assante).

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.

Administer the Close of the Loop program for both CI and Assante 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, Client Experience Evaluations, and Speech Analytics into cohesive analysis that together produce new possible insights.

Conduct regular Client Experience evaluations for Telephone Calls, Emails, and Click to Chat engagements (CI & Assante) Work together with the Service Enablement Data team to uncover insights trends, drivers and opportunities.

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: n/a QUALIFICATION REQUIREMENTS: Experience 2 years of experience in the financial services industry, including at least 1 year in a research, client insights, analytical role.

Education/Training Undergraduate degree, preferably in Business, Economics, Data Science, Marketing or similar discipline required.

Knowledge, Skills, and Abilities Ability to develop and communicate compelling insights through data based decisions in order to drive actionable business outcomes.

Great analytics skills with proven record for structuring data, solving problems, and drawing conclusions.

Prior experience with the support and administration of a Voice of the Customer platform Experience with linguistics and Natural Language Processing capabilities preferred.

Experience working with conversational search tools and programs (IE: Speech Analytics, Text Analytics, etc.).

Solid understanding of client experience basics including personas, story maps, journeys, listening posts, survey methodologies and measurement of key client experience KPIs, such as NPS, CSAT, CES.

Subject matter expertise in CI and Assante processes, as well as Client Services interaction model to grade and provide feedback to FSR teams.

Experience using Tableau or similar interactive data visualization tools is an asset.

Insatiable curiosity to understand the “why”.

Passion for understanding and synthesizing data with the goal of unearthing critical insights and patterns.

A team player, skilled at effectively building and maintaining relationships at all levels, and successfully collaborating with others to achieve common goals.

Excellent organizational skills, and a strong sense of urgency.

Strong verbal and written communication skills.

Fluency in French is considered an asset.

CI_ONT LI 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.recruitmentci.com, or call 416-364-1145 ext.

4747.