Job Description 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 evolve Voice of the Customer measurement programs to support customer experience improvements across the organization; Coordinate the Customer Relationship Index (CRI) process and maintain existing NPS measurement programs in partnership with internal GCX teams and business sectors; Design and lead customer research projects (quantitative, qualitative, or mixed-methods), primarily in support of GCX growth initiatives such as cross-selling, digital journeys, segmentation, brand development, life events, onboarding, and more. You will contribute before, during, and after initiatives to maximize business impact; Transform research findings and customer data into actionable recommendations that influence business decisions and organizational priorities; Monitor market trends, consumer behavior, competitor practices, and best practices in customer experience measurement and customer research to help guide the evolution of business initiatives; Collaborate with various internal teams, business partners, and external research firms to ensure the customer voice is integrated into enterprise initiatives; Contribute to the modernization of Voice of the Customer tools, practices, and processes, including the implementation of integrated and innovative technology solutions. What Will Accelerate Your Success in This Role We are looking for someone who: Is recognized for their ability to transform complex data into clear and relevant business recommendations; Demonstrates strong methodological rigor in both traditional and modern customer research, including study design, sampling, survey design, interviews, focus groups, and data analysis; Exhibits a high degree of autonomy in managing projects and the ability to thrive in a complex, evolving environment; Is recognized for their ability to collaborate, influence, and engage stakeholders without direct authority; Has 5 to 8 years of experience in customer experience, Voice of the Customer, market research, or customer insights; 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; Has experience in the financial services industry or within a highly regulated environment (asset); Has knowledge of modern Voice of the Customer and survey platforms such as Qualtrics, Medallia, Forsta, Alida, or equivalent solutions (asset); Has experience in customer journey analysis, customer satisfaction measurement, and customer experience programs (asset); Has knowledge of CRI or NPS measurement programs (asset); Possesses an advanced level of English, as the role requires regular participation in meetings, project collaboration, 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. Location(s) Quebec / 1080, Grande Allee West Other Possible Location(s) Montreal / 1981 McGill College Avenue Company iA Financial Group Posting End Date 2026-07-28 Company Overview iA Financial Group* is the strength of a company with a human side, with its over 8,000 employees. Together, we have earned the trust of our more than four million clients and 25,000 advisors who have chosen us for their insurance, savings, and wealth management. With over $200 billion in assets and half a billion invested in technological innovation, we’re a key player in the financial services industry in Canada and the United States. The secret to our success? Investing in you, one person at a time. Because, for over 125 years, we have believed that it’s by supporting our employees and surrounding ourselves with the most reputable leaders in the industry, we will continue to innovate. At iA, we’re invested in you. * iA Financial group includes the following entities: iA Services financiers, iA assurance auto et habitation, iA Gestion privée de patrimoine, PPI Management, Investia, iA Gestion de placements, Prysm, iA Clarington, Michel Rhéaume et associés, Garanties Nationales, WGI Manufacturing, WGI Service Plan Division, Lubrico, iA Financement auto Our Commitment to Diversity and Inclusion At iA Financial Group, we support and celebrate diversity. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability. Please note that if you need help or assistance to make the recruitment process more accessible for you, please Contact us here. Someone from our team will be happy to assist you with your needs. As a reflection of our employees’ appreciation and engagement, iA once again stands out this year as one of Canada’s top employers according to Forbes. In 2026, iA Financial Group also ranks 1st among major publicly traded Canadian insurers. At iA Financial Group, our differences make us unique. We are committed to supporting and celebrating diversity because we believe that it is by bridging our differences that we will be stronger. Our employees’ wellbeing is our priority. We are also committed to creating a stimulating and safe work environment, in addition to offering a real work-life balance with our flexible work model. As a reflection of our employees’ appreciation, iA has been ranked as one of the top employers in Canada in 2023 by Glassdoor and Forbes. Want to join the iA family, but there’s no job openings right now that match your profile? Let us know you’re interested!