Senior Client Experience Lead

1 month ago

Kitchener, Ontario, Canada Accoravillage Full time
About the Role

We are seeking a highly skilled and experienced Senior Client Experience Lead to join our team. As a key member of our organization, you will play a pivotal role in driving our overall Fair Treatment of Clients (FTC) strategy, considering the entire client journey, as it relates to claims, complaints, and product and experience journeys.

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

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