Permanent Full Time
The Experience Consultant plays a key role in delivering a seamless, high-quality member experience by ensuring every interaction aligns with organizational goals and member expectations. This role is responsible for identifying service gaps and gathering feedback from members and plan sponsors through surveys, focus groups, and complaints. It also works closely with the service analytics and research teams to leverage data in implementing improvements that enhance the overall experience.
What you will do: - Contribute to achieving end-to-end member experience goals, ensuring alignment with broader business objectives
- Develop and maintain accurate, up-to-date member journey maps
- Identify and implement continuous improvement opportunities to enhance the member journey
- Support change management efforts for journey enhancements through experience impact assessments, rollout planning, stakeholder engagement, and communication strategies
- Help position Member Experience as a trusted partner within Workplace Benefits and Retirement by leveraging the experience toolkit to deliver business value
What you will bring:- 3+ years of experience in strategy, customer experience, or related roles, preferably within financial services or insurance
- Reliability Status Security Clearance - this can only be completed with candidates who receive an offer of employment. This is a personal security status that is required as a condition of employment before an employee can gain access to Protected B information, assets or work sites as outlined by the Government of Canada website. The cost of submitting these checks will be covered by Canada Life.
- Proven communication and facilitation skills, with the ability to engage stakeholders and drive alignment across teams from across the organization
- Persuasive storytelling experience, with a talent for translating complex ideas and data into compelling narratives that influence and inspire
- Analytical mindset with the ability to interpret data, synthesize insights, and translate findings into actionable improvements
- Solid understanding of the business environment and member needs, with a passion for enhancing member interactions and driving experience innovation
- Strong understanding of customer journey principles and programs, and a passion for improving member interactions.
- Knowledge of Group Retirement Services (GRS) considered an asset
The base salary for this position is between
$80,400 - $130,400 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.
Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.
#LI-Hybrid
Requisition ID: 6798
Category: Corporate Functions
Location:
