Client Experience Initiatives Manager

1 week ago

Kitchener, Ontario, Canada Equitable CA Full time
Client Experience Initiatives Lead

At Equitable, we believe that our employees are the key to our success. We're looking for a Client Experience Initiatives Lead to join our Impact team, where you'll play a pivotal role in driving our overall Fair Treatment of Clients (FTC) strategy.

The Opportunity: Equitable is committed to delivering exceptional client experiences. As a Client Experience Initiatives Lead, you'll be responsible for developing and implementing guidelines, policies, and practices to ensure fair outcomes for clients. You'll work closely with stakeholders across the enterprise to understand client needs and identify opportunities for improvement.

Key Responsibilities:

  • Support the development and implementation of the FTC strategy, ensuring alignment with Equitable's vision and goals.
  • Identify and communicate strategies to address enterprise risk and opportunities for FTC, 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 to analyze outcomes and provide actionable recommendations.
  • 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.
  • 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 FTC.
  • Excellent analytical and interpersonal skills.
  • Strong collaboration and relationship-building skills.
  • Demonstrated experience as a forward thinker and problem-solver with project management skills.
  • 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.

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.
  • 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.

As part of the recruitment/offer process, you will be required to provide two professional references (minimum one supervisor and above).

At Equitable, we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at if you would like to receive our job postings in an alternative format or require an accommodation with the application process.

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