Client Experience Specialist

4 days ago


Old Toronto, Ontario, Canada Fidelity Canada Full time
About the Role

Fidelity Canada is seeking a highly skilled Client Experience Specialist to join our team. As a Client Experience Specialist, you will play a critical role in ensuring that our customers have a positive and seamless experience with our company.

Key Responsibilities
  • Develop and Implement Client Journey Maps

Develop, implement, and maintain detailed client journey maps to visualize and understand the client's experience across all touchpoints.

Identify and Address Pain Points

Identify critical key interactions and pain points in the customer journey and develop suggestions and strategies to address them.

Collaborate with Cross-Functional Teams

Collaborate with cross-functional teams to ensure consistency and alignment of customer journey across all touchpoints.

Facilitate Workshops and Discussions

Facilitate workshops and discussions to align teams on client journey findings and action plans.

Champion the CX Initiative

Champion the CX initiative across Fidelity Canada to increase awareness of the importance of considering client needs during service and change management.

Ensure a Comprehensive Understanding of Client Needs

Ensure a consolidated and comprehensive understanding of the advisor and middle office expectations.

Collect and Analyze Customer Feedback

Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered.

Identify Opportunities for Process Improvements

Identify opportunities for process improvements and recommend changes to enhance the overall client experience.

Stay Up-to-Date on Industry Trends

Continuous improvement- stay up to date on industry trends and best practices in customer experience and journey mapping.

Identify and Assess Risks

Identify and assess risks that could negatively impact the client's experience, satisfaction and overall relationship with the organization.

Requirements
  • University Degree or Equivalent Work Experience

University Degree / College or equivalent work experience.

Senior Customer Experience/Service Role Experience

5+ year experience operating within a senior Customer Experience/Service role, preferably in the financial services industry.

Customer Journey Mapping Experience

Customer journey mapping experience is an asset.

What We're Looking For

We're looking for a highly skilled and experienced Client Experience Specialist who is passionate about delivering exceptional customer experiences. If you have a strong understanding of customer needs and a passion for improving the client experience, we encourage you to apply.

Fidelity Canada is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to fostering a diverse and inclusive workplace.



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