Member Experience Manager

Member Experience Manager (Hybrid) Join to apply for the Member Experience Manager (Hybrid) role at GreenShield GreenShield is a not‑for‑profit social enterprise that brings coverage and care together in one place. Founded in 1957 by pharmacist William Wilkinson, GreenShield’s mission is to create better health for all Canadians, starting with our employees. The Role in a Nutshell GreenShield is transforming the healthcare experience by putting individuals and members at the center – delivering care that’s connected, personalized, and designed around real needs. The Member Experience Manager will shape and execute strategies that enhance member satisfaction, increase digital engagement, and drive lasting value for both our members and the business. With a strategic mindset and a strong grasp of data, you’ll identify friction points and opportunities across the member journey – then translate those insights into high‑impact initiatives. From driving adoption of our digital platform to improving omnichannel experiences, you’ll help bring clarity, simplicity, and value to every touchpoint. Key Responsibilities Develop and execute member experience strategies that drive engagement, satisfaction, and adoption across the GreenShield ecosystem. Own and maintain the end‑to‑end member journey map, identifying friction points and opportunities to create more intuitive, seamless experiences. Use qualitative and quantitative data to uncover friction points, member needs, and experience gaps, and prioritize initiatives that deliver measurable value. Define and track experience performance through key metrics and reporting. Build member experience frameworks and standards to guide new product development, service delivery, and process improvements. Lead voice of customer (VoC) initiatives and synthesize qualitative and quantitative insights into experience improvements. Collaborate cross‑functionally to embed member‑first practices into new initiatives and digital touchpoints. Partner with data and analytics to uncover member insights and inform strategic decisions. Deliver regular updates to senior leadership on member experience initiatives, performance metrics, key insights, and opportunities for innovation. Who We’re Looking For 6‑8 years of experience in member or customer experience, CX strategy, or service design, ideally in healthcare, insurance, or digital service environments. Strong skills in journey mapping, experience design, and CX measurement. Systems thinker who understands how to connect and optimize omnichannel member touchpoints. Strategic mindset with the ability to translate insights into clear actions that drive engagement and business value. Proficiency with feedback and experience tools (e.g., Qualtrics, Figma, Miro). High level of adaptability, ownership, and comfort in fast‑paced environments. The Culture We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyone’s voice is heard and valued, and where your work has purpose. We dare to challenge the status quo and are driven by people who challenge theirs. Inclusivity strengthens our organization and enhances our capacity to support communities. Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language. GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through Information received relating to accommodation will be addressed confidentially. Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification). Seniority Level Mid‑Senior level Employment Type Full‑time Industries Non‑profit Organizations #J-18808-Ljbffr