Client Experience Initiatives Lead

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 heart of everything we do. This role offers a unique opportunity to help shape and advance our Fair Treatment of Clients (FTC) strategy by embedding a strong client experience lens across key client and operational journeys. Working closely with business leaders and enterprise partners you will help design and implement strategies frameworks and initiatives that improve client outcomes strengthen consistency across the organization and support sustainable success. By leveraging insights data and best practices this role plays a meaningful part in building a more clientfocused organization and ensuring we continue to exceed client expectations today and into the one of the regions top employers and be part of something that truly makes a 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:Support the FTC Strategy for claims complaints product incentives and other relevant initiatives developing guidelines policies and practices that create fair outcomes for clients to achieve Equitables vision and strategy for FTCIdentify develop and communicate strategies as they relate to enterprise risk and opportunities for FTC leveraging client experience methodologiesEngage with various stakeholders to map the client journey to better understand the needs and moments of impact and opportunities to improve the experience and/or outcomes for clients Leverage data from our client voice program to gather valuable insights to improve and enhance our client impactLead human-centered design workshops; synthesizing outcomes and findings and provide recommendationsEnsure the continuous improvement of the FTC monitoring framework for claims and complaint handling processesCreate visibility and awareness within project teams providing a common understanding of who the client is and what they need to be successful Provide thought leadership advice and support to other internal teams to ensure client experience and impact is considered in all products solutions and experiences for clientsAbility to stay up-to-date with industry trends and competitor activities to stay ahead of a rapidly changing environmentWhat youll bring:Must be client obsessed and have a deep understanding of client experience and the insurance industryStrong leadership and change management experienceStrategic thinker with excellent relationship management skillsKnowledge of user-centred design principles / methodologies and use design thinking to identify unmet needs and find solutionsAbility to negotiate influence and influence across the organizationStrong knowledge of regulatory requirements for Fair Treatment of ClientsExcellent analytical skillsExcellent interpersonal skills to communicate with business partners and provide feedback and coaching to evolve our FTC programStrong collaboration and relationship-building skillsDemonstrated experience as a forward thinker and a problem-solver with project management skills and the ability to execute strategic plansAbility to work independently with good initiative and judgementCompletion of a post-secondary degree in business or a related field and at least 10-15 years experienceAttention to detail and accuracyProficiency with common office softwareWhats 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