Advisor Experience

Company: CGL

Department: Client Engagement

Employment Type: Regular Full-Time

Work Model: Hybrid

Language: English is required, French is an asset.

Additional Information: This/these role(s) is/are currently vacant

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That's why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients and our communities.

The Advisor Experience & Engagement Specialist supports the delivery of initiatives that enhance the overall advisor journey and strengthen engagement across key touchpoints. This role is responsible for supporting the creation and execution of experience related activities, conducting data gathering and analysis to influence decision making, and supporting the implementation of programs that promote continuous improvement. The Specialist collaborates closely with Advisor Experience & Engagement Consultant, and other internal partners to ensure initiatives are rolled out on time and according to plan, and to continuously track the success of initiatives. This role requires strong organizational skills, a service-oriented mindset, and the ability to translate insights into meaningful actions that support advisor satisfaction and performance.

• Support the execution of advisor experience and engagement initiatives aligned with key stages of the advisor journey.
• Coordinate activities across product, compensation, and operational changes impacting advisors.
• Assist in implementing continuous improvement efforts across advisor support programs
• Maintain and update advisor journey maps based on feedback and evolving needs.
• Identify pain points and collaborate with teams to resolve issues impacting the advisor experience
• Support the design and deployment of advisor surveys and feedback tools.
• Review Advisor Engagement surveys and analyze and summarize trends and findings, in partnership with the Data & Analytics team.
• Prepare summaries of findings and assist in formulating actionable recommendations and track and report on advisor experience metrics.
• Collaborate with internal teams to ensure clear and consistent communication of advisor-facing initiatives.

• You influence change and are committed to continuous improvement, in order to exceed client expectations.
• You leverage critical thinking skills to identify problems and proactively propose solutions.
• Your strong communication skills allow you to clearly convey messages.
• You're an effective team player who shares knowledge to support our peers.

• You have a post-secondary degree in Business or related field.
• You have 2-4 years of experience in the Insurance industry.
• Working knowledge of advisor experience concepts and user journey mapping is an asset.
• Familiarity with service design, experience improvement frameworks, or customer-centric processes is required.
• Understanding of data interpretation techniques to support continuous improvement.
• Proficiency in English is essential to the main duties in this role, including servicing and communicating primarily with majority non-francophone clients, groups, teams. Drafting complex English documents and preparing daily reports for anglophone leaders. The essential non-French duties are not assignable to adjacent or other team members

• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support your personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Paid volunteer days to give back to your community.
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.