Client Experience Initiatives Lead

1 week ago

Kitchener, Ontario, Canada Equitable Full time
Client Experience Initiatives Lead

Summary: Lead the development and implementation of client experience initiatives to drive fair treatment of clients and enhance overall client impact.

We are seeking a Client Experience Initiatives Lead to join our Impact team. As a key member of our organization, you will play a pivotal role in shaping our client experience strategy and ensuring that our clients receive fair and consistent treatment.

The ideal candidate will have a deep understanding of client experience and the insurance industry, with strong leadership and change management experience. They will be a strategic thinker with excellent relationship management skills, able to negotiate, influence, and communicate effectively across the organization.

Key Responsibilities:
  • Develop and implement guidelines, policies, and practices to ensure fair outcomes for clients in alignment with our vision and strategy for fair treatment of clients.
  • Identify and communicate strategies that address enterprise risk and opportunities for fair treatment of clients, using client experience methodologies to enhance our approach.
  • Engage with stakeholders to understand client needs and pinpoint moments that significantly impact their experience, identifying opportunities for improvement.
  • Leverage client feedback to refine and strengthen our impact on clients.
  • Facilitate human-centered design workshops, analyze outcomes, and provide actionable recommendations.
  • Enhance the fair treatment of clients monitoring framework, particularly in relation to claims and complaint handling processes.
  • Provide clarity within project teams concerning client profiles and their needs, ensuring a shared understanding across the board.
  • Offer guidance and support to internal teams to ensure that client experience and impact are integral to our products, solutions, and client interactions.
  • Stay current with industry trends and competitor activities to ensure we remain proactive in a rapidly evolving market.
Requirements:
  • Client-obsessed with a deep understanding of client experience and the insurance industry.
  • Strong leadership and change management experience.
  • Strategic thinker with excellent relationship management skills.
  • Knowledge of user-centred design principles and methodologies.
  • Ability to negotiate, influence, and communicate effectively across the organization.
  • Strong knowledge of regulatory requirements for fair treatment of clients.
  • Excellent analytical and interpersonal skills.
  • Strong collaboration and relationship-building skills.
  • Demonstrated experience as a forward thinker and problem-solver with project management skills.
  • Ability to work independently with good initiative and judgment.
  • Completion of a post-secondary degree in business or a related field, and at least 10-15 years of experience.
What We Offer:
  • A healthy work-life balance with employee wellness top of mind.
  • An annual bonus program, annual vacation allowance, and company-paid benefits program.
  • An additional paid volunteer day each year.
  • Immediate enrollment in the company's pension program with employer matching.
  • Employee resource groups that support an inclusive work environment.
  • Tuition support and specialized program assistance.
  • An onsite, full-service cafeteria with a variety of daily options.
  • Discounts on company products and services, and access to exclusive employee perks.

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