Client Experience Initiatives Lead
2 days ago
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.
- 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.
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