Client Experience Initiatives Lead

2 months ago

Waterloo, Canada Equitable CA Full time

At Equitable, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and client-responsive staff. Join Equitable today.


Position Title: Client Experience Initiatives Lead
Reports To: AVP, Client Impact & Sustainability
Department: Impact Team
Term: Permanent Full Time


Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.


The Opportunity: Equitable is growing We are looking for a Client Experience Initiatives Lead to join our Impact team The client is at the heart of all we do at Equitable. Our purpose is to be there for our clients through our solutions, helping them protect today and prepare tomorrow. With our 100+ year history, Equitable has not only met client commitments through disciplined risk management and a sustained profitability culture, but we also strive to exceed expectations through a culture of delivering for our clients with every product, interaction, or service we provide. Fair treatment of clients (“FTC”) has long been a core component of Equitable’s business approach. Not only is FTC fundamental to the ethical basis upon which Equitable operates, but it is also critically important to the sustainable success in the Canadian marketplace.


The Client Experience Initiatives Lead will play a pivotal role in the achievement of our overall FTC strategy, considering the entire client journey, as it relates to claims, complaints, and product and experience journeys. This role will engage across the enterprise across the lines of business, including executives and senior leaders in Individual Insurance, Sales & Retirement and Group businesses, ensuring a consistent approach to client experience to drive and measure client impact.


What you will be doing:

  • Supporting the FTC Strategy: You’ll be at the forefront of developing and implementing guidelines, policies, and practices to ensure fair outcomes for clients in alignment with Equitable’s vision and strategy for FTC.
  • Strategic Development and Communication: You'll identify and communicate strategies that address enterprise risk and opportunities for FTC, using client experience methodologies to enhance our approach.
  • Stakeholder Engagement: By mapping the client journey, you will engage with stakeholders to understand client needs and pinpoint moments that significantly impact their experience, identifying opportunities for improvement.
  • Leveraging Client Feedback: Utilize data from our client voice program to extract insights that will help refine and strengthen our impact on clients.
  • Leading Design Workshops: You will facilitate human-centered design workshops, analyze the outcomes, and provide actionable recommendations.
  • Monitoring Framework Improvement: You're responsible for the ongoing enhancement of the FTC monitoring framework, particularly in relation to claims and complaint handling processes.
  • Creating Visibility and Awareness: You'll provide clarity within project teams concerning client profiles and their needs, ensuring a shared understanding across the board.
  • Providing Thought Leadership: Offer guidance and support to internal teams to ensure that client experience and impact are integral to our products, solutions, and client interactions.
  • Staying Current: Keep abreast of industry trends and competitor activities to ensure we remain proactive in a rapidly evolving market.

What you will bring:

  • Must be client obsessed and have 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 / methodologies and use design thinking to identify unmet needs and find solutions.
  • Ability to negotiate, influence and influence across the organization.
  • Strong knowledge of regulatory requirements for Fair Treatment of Clients.
  • Excellent analytical skills.
  • Excellent interpersonal skills to communicate with business partners and provide feedback and coaching to evolve our FTC program.
  • Strong collaboration and relationship-building skills.
  • Demonstrated experience as a forward thinker and a problem-solver with project management skills and the ability to execute strategic plans.
  • Ability to work independently with good initiative and judgement.
  • Completion of a post-secondary degree in business or a related field, and at least 10-15 years experience.
  • Attention to detail and accuracy.
  • Proficiency with common office software.

What’s in it for you:

  • A healthy work-life balance with employee wellness top of mind.
  • Annual bonus program, annual vacation allowance, and company-paid benefits program.
  • An additional paid volunteer day each year so you can spend time giving back to the community.
  • 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.
  • Regular EQ Together events focused on company togetherness and collaboration.

As part of the recruitment/offer process you will be required to:

  • Provide two professional references (minimum one supervisor and above).

To learn more about Equitable, we encourage you to explore our organization. At Equitable, we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at careers@equitable.ca if you would like to receive our job postings in an alternative format or require an accommodation with the application process.


#LI – Hybrid

#J-18808-Ljbffr

  • Client Experience Initiatives Lead

    2 months ago

    Waterloo, Canada Equitable CA Full time

    At Equitable, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and client-responsive staff. Join Equitable...

  • Client Experience Initiatives Lead

    4 weeks ago

    Waterloo, Ontario, Canada Accoravillage Full time

    Client Experience Initiatives LeadAt Equitable, we believe that our clients are at the heart of everything we do. We are committed to delivering exceptional client experiences that meet their evolving needs and exceed their expectations. As a Client Experience Initiatives Lead, you will play a pivotal role in shaping our client experience strategy and...

  • Client Experience Initiatives Lead

    2 months ago

    Waterloo, Canada Accoravillage Full time

    At Equitable, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and client-responsive staff. Join Equitable...

  • Client Experience Initiatives Lead

    1 month ago

    Waterloo, Ontario, Canada Accoravillage Full time

    About the RoleWe are seeking a highly skilled Client Experience Initiatives Lead to join our Impact team at Equitable. As a key member of our team, you will play a pivotal role in driving our overall Fair Treatment of Clients (FTC) strategy, focusing on the entire client journey, from claims and complaints to product and experience journeys.Key...

  • Client Experience Initiatives Lead

    1 month ago

    Waterloo, Ontario, Canada Accoravillage Full time

    About the RoleWe are seeking a highly skilled Client Experience Initiatives Lead to join our Impact team at Equitable. As a key member of our team, you will play a pivotal role in driving our overall Fair Treatment of Clients (FTC) strategy, focusing on the entire client journey, from claims and complaints to product and experience journeys.Key...

  • Client Experience Initiatives Manager

    1 month ago

    Waterloo, Ontario, Canada Equitable CA Full time

    Client Experience Initiatives LeadAt Equitable, we believe that our employees are the driving force behind our success. We're committed to creating a workplace that fosters growth, collaboration, and innovation. As a Client Experience Initiatives Lead, you'll play a pivotal role in shaping our client experience strategy and ensuring that our clients receive...

  • Client Experience Initiatives Manager

    1 month ago

    Waterloo, Ontario, Canada Equitable CA Full time

    Client Experience Initiatives LeadAt Equitable, we believe that our employees are the driving force behind our success. We're committed to creating a workplace that fosters growth, collaboration, and innovation. As a Client Experience Initiatives Lead, you'll play a pivotal role in shaping our client experience strategy and ensuring that our clients receive...

  • Client Experience Initiatives Director

    3 weeks ago

    Waterloo, Ontario, Canada Equitable CA Full time

    Role Overview: We are seeking a Client Experience Initiatives Lead to join our Impact team at Equitable. As a key member of our organization, you will play a pivotal role in driving our overall Fair Treatment of Clients (FTC) strategy.Key Responsibilities:Develop and Implement FTC Guidelines: You will be responsible for developing and implementing...

  • Business Consultant

    5 months ago

    Waterloo, Canada SLC Management Full time

    SLC Management is a growing global asset management firm providing innovative and diversified investment solutions to institutional investors. We are breaking new ground with a full spectrum of solutions for a growing institutional client base of more than 1300 organizations. Our history of organic and strategic growth reflects this commitment with over...

  • Manager, Client Experience

    1 week ago

    Waterloo, Canada Equitable Life of Canada Full time

    At Equitable, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and client-responsive staff. Join Equitable today....

  • Manager, Client Experience

    2 weeks ago

    Waterloo, Canada Equitable Life of Canada Full time

    At Equitable, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and client-responsive staff. Join Equitable...

  • Director of Client Experience

    4 weeks ago

    Waterloo, Ontario, Canada Sun Life Full time

    Director, Disability ManagementYou'll work with a talented team of experts who are passionate about delivering exceptional client experiences. Our leaders will inspire and help you reach your potential and drive business results.About the RoleAs a Director, Disability Management, you will be responsible for working with stakeholders across the organization...

  • Director of Client Experience

    4 weeks ago

    Waterloo, Ontario, Canada Sun Life Full time

    Director, Disability ManagementYou'll work with a talented team of experts who are passionate about delivering exceptional client experiences. Our leaders will inspire and help you reach your potential and drive business results.About the RoleAs a Director, Disability Management, you will be responsible for working with stakeholders across the organization...

  • Director, Business Growth and Client Experience

    5 months ago

    Waterloo, Canada Sun Life Full time

    You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll...

  • Business Initiative Manager

    4 days ago

    Waterloo, Canada Sun Life Full time

    You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll...

  • Director, Expense Management and Initiatives

    5 months ago

    Waterloo, Canada Sun Life Full time

    You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll...

  • Manager, Client Experience

    5 months ago

    Waterloo, Canada Sephora Full time

    **Job ID**: 232102 **Store Name/Number**: ON-Conestoga (0872) **Address**: 550 King Street North Unit C13A, Waterloo, ON N2L 5W6, Canada (CA) **Full Time/Part Time**: Full Time **Position Type**: Regular **You’ll love working here** As a Manager, Client Experience, you will be responsible for managing all aspect of the client experience and all services,...

  • Events and Experience Lead

    6 months ago

    Waterloo, Canada Sun Life Full time

    You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll...

  • Associate Director, Strategic Initiatives

    5 months ago

    Waterloo, Canada University of Waterloo Full time

    Overview: Accountable to the Director, Strategic Initiatives, this position is responsible for strategic initiatives within the purview of the Provost. The Associate Director is positioned to lead large scale initiatives related to the Provost’s work, ranging from ongoing activity, such as at Deans’ Council to University-wide transformational projects...

  • Senior Technology Initiative Leader

    2 weeks ago

    Waterloo, Ontario, Canada Currys Group Full time

    At Currys Group, we're passionate about harnessing technology to enhance our customers' experience. Our success relies heavily on the expertise and dedication of our people, with over 30,000 colleagues working together to deliver exceptional service.As a Lead Delivery Manager in Technology, you'll play a pivotal role in driving high-value, complex...