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Client Experience Initiatives Lead

2 months ago

Kitchener, Ontario, Canada Equitable CA Full time
About the Role

We are seeking a highly skilled Client Experience Initiatives Lead to join our team at Equitable CA. As a key member of our Impact team, you will play a pivotal role in driving our overall Fair Treatment of Clients (FTC) strategy.

Key Responsibilities
  • Support the FTC Strategy: Develop and implement guidelines, policies, and practices to ensure fair outcomes for clients in alignment with Equitable's vision and strategy for FTC.
  • Strategic Development and Communication: Identify and communicate strategies that address enterprise risk and opportunities for FTC, using client experience methodologies to enhance our approach.
  • Stakeholder Engagement: Map the client journey, 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: Facilitate human-centered design workshops, analyze the outcomes, and provide actionable recommendations.
  • Monitoring Framework Improvement: Enhance the FTC monitoring framework, particularly in relation to claims and complaint handling processes.
  • Creating Visibility and Awareness: 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.
Requirements
  • Client Obsession: Must be client-obsessed and have a deep understanding of client experience and the insurance industry.
  • Leadership and Change Management: Strong leadership and change management experience.
  • Strategic Thinking: Strategic thinker with excellent relationship management skills.
  • User-Centred Design: Knowledge of user-centred design principles / methodologies and use design thinking to identify unmet needs and find solutions.
  • Negotiation and Influence: Ability to negotiate, influence, and influence across the organization.
  • Regulatory Knowledge: Strong knowledge of regulatory requirements for Fair Treatment of Clients.
  • Analytical Skills: Excellent analytical skills.
  • Interpersonal Skills: Excellent interpersonal skills to communicate with business partners and provide feedback and coaching to evolve our FTC program.
  • Collaboration and Relationship-Building: Strong collaboration and relationship-building skills.
  • Problem-Solving and Project Management: Demonstrated experience as a forward thinker and a problem-solver with project management skills and the ability to execute strategic plans.
  • Independence and Judgement: Ability to work independently with good initiative and judgement.
  • Education and Experience: Completion of a post-secondary degree in business or a related field, and at least 10-15 years experience.
  • Attention to Detail: Attention to detail and accuracy.
  • Technical Skills: Proficiency with common office software.