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Client Experience Specialist
2 months ago
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 PointsIdentify critical key interactions and pain points in the customer journey and develop suggestions and strategies to address them.
Collaborate with Cross-Functional TeamsCollaborate with cross-functional teams to ensure consistency and alignment of customer journey across all touchpoints.
Facilitate Workshops and DiscussionsFacilitate workshops and discussions to align teams on client journey findings and action plans.
Champion the CX InitiativeChampion 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 NeedsEnsure a consolidated and comprehensive understanding of the advisor and middle office expectations.
Collect and Analyze Customer FeedbackCollect, track and analyze customer feedback and suggest improvements internally based on the insights gathered.
Identify Opportunities for Process ImprovementsIdentify opportunities for process improvements and recommend changes to enhance the overall client experience.
Stay Up-to-Date on Industry TrendsContinuous improvement- stay up to date on industry trends and best practices in customer experience and journey mapping.
Identify and Assess RisksIdentify 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 Experience5+ year experience operating within a senior Customer Experience/Service role, preferably in the financial services industry.
Customer Journey Mapping ExperienceCustomer journey mapping experience is an asset.
What We're Looking ForWe'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.
