Senior Client Experience Strategist

1 month ago

Kitchener, Ontario, Canada Accoravillage Full time

Client Experience Initiatives Lead

**About the Role**

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

**Key Responsibilities**

* Develop and implement guidelines, policies, and practices to ensure fair outcomes for clients in alignment with our vision and strategy for FTC
* Identify and communicate strategies that address enterprise risk and opportunities for FTC, using client experience methodologies to enhance our approach
* Utilize data from our client voice program to extract insights that will help refine and strengthen our impact on clients
* Enhance the FTC 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

**Requirements**

* Strong leadership and change management experience
* Strategic thinker with excellent relationship management skills
* Strong knowledge of regulatory requirements for Fair Treatment of Clients
* Excellent interpersonal skills to communicate with business partners and provide feedback and coaching to evolve our FTC 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

**What We Offer**

* Completion of a post-secondary degree in business or a related field, and at least 10-15 years experience
* Proficiency with common office software
* 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

**Language:** en-US

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