Director, CX Insights and Strategy

The Opportunity: At Equitable we believe great things happen when we work together. Were a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If youre passionate about making a difference and growing your career in an inclusive and collaborative environment wed love to hear from you. Our culture is built on care passion and curiosity. We put people above all else strive to be our best and welcome new ideas to deliver positive Equitable clients are at the center of everything we do. This opportunity puts you at the forefront of advancing our Fair Treatment of Clients (FTC) commitment by owning and evolving our enterprise Client Experience (CX) Insights and Strategy capability. As Director CX Insights and Strategy you will transform client feedback and experience data into clear actionable insights that drive strategic decisions and meaningful improvements in client outcomes. You will shape the operating model governance and capabilities needed to sustain enterprise-wide impact lead critical CX initiatives and partner closely with senior leaders to ensure systemic experience issues are prioritized addressed and measuredhelping Equitable continue to deliver on its purpose today and for the one of the regions top employers and be part of something that truly makes a differenceWork Arrangements: This is a hybrid role. You will work in our office in Waterloo ON a minimum of two (2) assigned consecutive days every other week plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum youll do:Set the enterprise vision standards and governance for CX intelligence including VOC insights research and measurement the enterprise CX insights strategy integrating experience signals across multiple sources into a unified decisionready view of the client experience. Translate complex data into clear insights rootcause hypotheses impact assessments and actionable recommendations for leaders. Design operate and continuously improve the closedloop InsightstoAction model ensuring feedback drives measurable change. Lead governance prioritization and executive decisionenablement for enterprise CX risks tradeoffs and opportunities. Sponsor and lead highimpact crossfunctional CX initiatives from insight through execution ensuring accountability and sustainable outcomes. Define outcome measures and benefits tracking to demonstrate CX impact on client experience and business performance. Deliver concise executiveready storytelling that explains whats happening why it matters and whats changing. Build enterprise partnerships and enable CX maturity through shared standards tools and repeatable ways of youll bring:Client-obsessed outcomes-driven leader with a track record of improving client experience and translating feedback into measurable enterprise CX intelligence expertise with the ability to synthesize multi-source signals (VOC complaints call drivers operational and CX insights) into clear priorities root causes and recommendations. Demonstrates a strong bias toward execution with the ability to translate strategy into action and drive initiatives through to completion. Demonstrates curiosity and a continuous learning mindset with the ability to leverage AI and emerging tools to improve outcomes. Strong financial services and insurance acumen including a solid understanding of the insurance lifecycle and how changes impact operations distribution product marketing and communications and risk and compliance. Proven ability to influence at the enterprise level build alignment across business units and work credibly with senior leaders and governance forums. Strong change management and initiative delivery capabilities with the ability to lead cross-functional initiatives end-to-end and deliver sustained improvementWhats in it for you:Career Growth: Regular learning sessions and developmentopportunitiesTotal Rewards: Incentive pay annual salary reviews employer-paid benefits and pensionmatchingTime Away: Competitive vacation plus one paid volunteer day each yearFlexibility: Healthy work-life balance with employee wellness always top of mind complemented by a dress for your day approachAt Equitable were committed to fair pay and an inclusive accessible hiring experience. If you need accommodations or alternative formats at any stage just reach out to us at were happy to base pay will be based on your skills qualifications experience and addition to your salary this role is eligible for a discretionary annual incentive award tied to business performance plus a wide range of competitive benefits. If youre selected to move forward our Talent Acquisition team will walk you through all the details of our total rewards program so you know exactly whats To: AVP Client Impact & Sustainability Department: Impact Term: Permanent Full-Time