Digital Client Experience SpecialistLocation: Hybrid in Kingston or Toronto (York Mills)
Please note the base salary will be determined by the successful candidate's education, skills and experience. The listed salary range serves as a general pay guideline for this position's pay level.
Our hiring process includes AI screening for keywords and minimum qualifications. Recruiters review all results.
The total target compensation (TTC) range, including salary and target bonus, is $79,200 - $126,500. This TTC range is applicable to permanent roles only. The actual base salary offered within this range will be determined by the successful candidate's skills and experience, as well as internal equity.
What you'll be working on- Maps, maintains, and continuously optimizes end-to-end user journeys for Plan Members, Plan Administrators (PAs), and Advisors across both Group Benefits and Group Retirement Savings lines of business.
- Acts as a solutions-driven client experience steward, representing the end-to-end customer experience across all lines of business whenever digital or non-digital experience enhancements are being developed.
- Manages and optimizes existing web portal and mobile application user experiences, ensuring digital tools remain functional, intuitive, and aligned with client needs.
- Owns, defines, aligns, and continuously amends client personas (for Plan Members, Plan Administrators, and Advisors) across lines of business, ensuring persona insights and journey maps seamlessly inform and guide deliverables produced by our shared services team and web/portal development
- Collaborates closely with the Digital Product Owner to solution, prioritize, and support the broader strategic management of all Group Solutions digital assets.
- Serves as the primary liaison and key point of contact into the centralized Shared Services design team, translating user journey insights and business requirements into actionable briefs for graphic/UI designers.
- Utilizes journey mapping and wireframing tools such as Lucidchart and Figma to visualize user flows, process diagrams, information architecture, and experience concepts without acting as a primary graphic designer.
- Acts as a strategic brand guardian across digital channels, ensuring tone, key messaging, visual standards, and value propositions remain consistent, caring, and compliant across all touchpoints.
- Conducts research analysis, voice-of-customer (VOC) feedback gathering, and user data evaluation to identify friction points, customer needs, and market trends.
- Identifies, recommends, and implements digital experience enhancements and process improvements to increase engagement, usability, and digital adoption.
- Works cross-functionally with product managers, developers, marketers, legal, compliance, and operational leaders to ensure experience solutions align with technical constraints and business objectives.
- Executes digital marketing and journey strategies deployed through web, mobile app, email, and digital channels to ensure alignment with Group Solutions growth and retention goals.
- Measures, tracks, and reports performance metrics (KPIs, engagement rates, analytics) for digital journeys and app/portal experiences to drive continuous optimization.
- Contributes to the development of business cases, cost-benefit analyses, and strategic briefs for proposed digital experience enhancements.
What we're looking for you to have- Completion of post-secondary education with a focus in Digital Marketing, Business, Information Technology, or a related field.
- 3+ years of experience in digital marketing, digital product support, or user experience/journey mapping, ideally within the financial services, insurance, Group Benefits, or Group Retirement industries.
- Proven experience in mapping customer journeys, developing user personas, and creating process flows using tools like Lucidchart, Figma, or similar journey mapping software.
- Strong familiarity with web portal management, mobile app ecosystems, and digital product administration.
- Demonstrated ability to collaborate effectively with Digital Product Owners, developers, and centralized creative/design teams.
- Hands-on proficiency with tools like Figma and Lucidchart for conceptualizing user journeys, wireframes, and process architecture (formal graphic design expertise not required).
- Knowledge of web analytics tools (e.g., Google Analytics, Google Data) to track digital adoption and user engagement metrics.
- Strong understanding of digital marketing principles, brand positioning, and customer-centric communication strategies.
- Familiarity with Agile methodologies, product backlogs, and cross-functional sprint environments.
- Outstanding problem-solving, analytical, and process-mapping capabilities with a solutions-oriented mindset.
- Excellent written, editing, proofreading, and verbal communication skills with the ability to articulate client needs to technical and non-technical stakeholders.
- Strong organizational and project management skills to balance multiple touchpoints and priorities across lines of business.
- If you are applying for a position which is open to applicants across Canada, unless otherwise indicated in the position, language proficiency in English is required for communicating with customers, advisors, or employees across Canada.
Beyond the salaryFor permanent full-time positions, Empire Life offers a comprehensive total rewards package that includes:
- Hybrid work model
- Competitive salaries with annual pay increases
- Annual bonus program, which recognizes both strong company performance and individual contributions, for non sales positions
- Access to learning & development programs, and education/tuition reimbursement (role dependent), to support your professional growth and career advancement.
- Competitive uncapped commission, for sales positions
- A comprehensive employer-funded benefits package starting from day one of employment, that includes life insurance, health and dental and a generous health account
- Flexible work arrangements and an annual allotment of personal health days.
- Four weeks annual vacation from hire date
- A defined contribution pension plan with generous employer matching
- Top up programs for parental leave and compassionate leave
- Employer-sponsored wellness and recognition programs
- A cash employee referral program
To learn more about working at Empire Life, visit https://www.empire.ca/workatempire.
