MEMBER EXPERIENCE MANAGER

WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughter’s prescription. He introduced North America’s first prepaid drug plan, and GreenShield was born as a not‑for‑profit with a mission to support better health for all Canadians. We aren’t just a health and benefits company. We’re the only not‑for‑profit social enterprise that brings worlds of coverage and care together, all in one place. We’re noble challengers, purposefully building a better way and we need the best people to help us create a more holistic approach that takes care of the mind and body. Our mission is to create better health for all Canadians, and we know that starts with our employees. THE ROLE IN A NUTSHELL GreenShield is transforming the healthcare experience by putting individuals and members at the center - delivering care that’s connected, personalized, and designed around real needs. The Member Experience Manager will play a key role in advancing this vision by shaping and executing strategies that enhance member satisfaction, increase digital engagement, and drive lasting value for both our members and the business. With a strategic mindset and a strong grasp of data, you’ll identify friction points and opportunities across the member journey - then translate those insights into high‑impact initiatives. From driving adoption of our digital platform to improving omnichannel experiences, you’ll help bring clarity, simplicity, and value to every touchpoint. Key Responsibilities Develop and execute member experience strategies that drive engagement, satisfaction, and adoption across the GreenShield ecosystem. Own and maintain the end-to-end member journey map, identifying friction points and opportunities to create more intuitive, seamless experiences. Use qualitative and quantitative data to uncover friction points, member needs, and experience gaps, and prioritize initiatives that deliver measurable value. Define and track experience performance through key metrics and reporting. Build member experience frameworks and standards to guide new product development, service delivery, and process improvements. Lead voice of customer (VoC) initiatives and synthesize qualitative and quantitative insights into experience improvements. Collaborate cross‑functionally to embed member‑first practices into new initiatives and digital touchpoints. Partner with data and analytics to uncover member insights and inform strategic decisions. Deliver regular updates to senior leadership on member experience initiatives, performance metrics, key insights, and opportunities for innovation. WHO WE’RE LOOKING FOR 6-8 years of experience in member or customer experience, CX strategy, or service design, ideally in healthcare, insurance, or digital service environments Strong skills in journey mapping, experience design, and CX measurement Systems thinker who understands how to connect and optimize omnichannel member touchpoints. Strategic mindset with the ability to translate insights into clear actions that drive engagement and business value Proficiency with feedback and experience tools (e.g., Qualtrics, Figma, Miro). High level of adaptability, ownership, and comfort in fast‑paced environments THE CULTURE We believe a career should be meaningful, not just a means to earn a living. Our culture is one where everyone's voice is heard and valued. Because that’s what it takes to create better health for all. We dare to challenge the status quo and we’re driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. That’s why we provide a place where you can be inspired, challenged, and rewarded. Where your growth means our growth. Where your voice is heard and valued. Where your work has purpose. And purpose matters. We believe our people are critical to our overall success. Inclusivity makes us a stronger, smarter, and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isn’t just about personal achievements, it's about making a difference together. A FEW MORE DETAILS Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language. By requiring English proficiency for this position, we aim to ensure that our employees can excel in their roles, collaborate, and communicate effectively, and contribute to the success of our organization. GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through requestforaccommodation@greenshield.ca. Information received relating to accommodation will be addressed confidentially. Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification). #J-18808-Ljbffr