Client Experience Initiatives Lead

3 weeks ago

Waterloo, Ontario, Canada Accoravillage Full time
Client Experience Initiatives Lead

At Equitable, we believe that our clients are at the heart of everything we do. We are committed to delivering exceptional client experiences that meet their evolving needs and exceed their expectations. As a Client Experience Initiatives Lead, you will play a pivotal role in shaping our client experience strategy and ensuring that our products and services are designed to meet the needs of our clients.

Key Responsibilities:

  • Develop and implement guidelines, policies, and practices to ensure fair outcomes for clients in alignment with Equitable's vision and strategy for Fair Treatment of Clients.
  • Identify and communicate strategies that address enterprise risk and opportunities for Fair Treatment of Clients, using client experience methodologies to enhance our approach.
  • Engage with stakeholders to understand client needs and pinpoint moments that significantly impact their experience, identifying opportunities for improvement.
  • Leverage client feedback to refine and strengthen our impact on clients.
  • Facilitate human-centered design workshops, analyze outcomes, and provide actionable recommendations.
  • Enhance the Fair Treatment of Clients monitoring framework, particularly in relation to claims and complaint handling processes.
  • Provide clarity within project teams concerning client profiles and their needs, ensuring a shared understanding across the board.
  • Offer guidance and support to internal teams to ensure that client experience and impact are integral to our products, solutions, and client interactions.

Requirements:

  • Client-obsessed with a deep understanding of client experience and the insurance industry.
  • Strong leadership and change management experience.
  • Strategic thinker with excellent relationship management skills.
  • Knowledge of user-centred design principles and methodologies.
  • Ability to negotiate, influence, and communicate across the organization.
  • Strong knowledge of regulatory requirements for Fair Treatment of Clients.
  • Excellent analytical skills.
  • Excellent interpersonal skills to communicate with business partners and provide feedback and coaching to evolve our Fair Treatment of Clients program.
  • Strong collaboration and relationship-building skills.
  • Demonstrated experience as a forward thinker and a problem-solver with project management skills and the ability to execute strategic plans.
  • Ability to work independently with good initiative and judgment.
  • Completion of a post-secondary degree in business or a related field, and at least 10-15 years of experience.
  • Attention to detail and accuracy.
  • Proficiency with common office software.

What's in it for you:

  • A healthy work-life balance with employee wellness top of mind.
  • Annual bonus program, annual vacation allowance, and company-paid benefits program.
  • An additional paid volunteer day each year so you can spend time giving back to the community.
  • Immediate enrollment in the company's pension program with employer matching.
  • Employee resource groups that support an inclusive work environment.
  • Tuition support and specialized program assistance.
  • An onsite, full-service cafeteria with a variety of daily options.
  • Discounts on company products and services, and access to exclusive employee perks.
  • Regular EQ Together events focused on company togetherness and collaboration.

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