Client Experience Initiatives Lead

Position Title: Client Experience Initiatives Lead
Reports To: AVP, Client Impact & Sustainability
Department: Impact Team
Term:  Permanent Full Time

Work 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 requirement.

The Opportunity: Equitable is growing! We are looking for a Client Experience Initiatives Lead to join our Impact team!

The client is at the heart of all we do at Equitable. Our purpose is to be there for our clients through our solutions, helping them protect today and prepare tomorrow. With our 100+ year history, Equitable has not only met client commitments through disciplined risk management and a sustained profitability culture, but we also strive to exceed expectations through a culture of delivering for our clients with every product, interaction, or service we provide. Fair treatment of clients (“FTC”) has long been a core component of Equitable’s business approach. Not only is FTC fundamental to the ethical basis upon which Equitable operates, but it is also critically important to the sustainable success in the Canadian marketplace.

The Client Experience Initiatives Lead will play a pivotal role in the achievement of our overall FTC strategy, considering the entire client journey, as it relates to claims, complaints, and product and experience journeys. This role will engage across the enterprise across the lines of business, including executives and senior leaders in Individual Insurance, Sales & Retirement and Group businesses, ensuring a consistent approach to client experience to drive and measure client impact.

Now is an exciting time to join one of the Waterloo Area’s and Southwestern Ontario’s Top Employers for 2024!

What you will be doing:

• Supporting the FTC Strategy: You’ll be at the forefront of developing and implementing guidelines, policies, and practices to ensure fair outcomes for clients in alignment with Equitable’s vision and strategy for FTC.
• Strategic Development and Communication: You'll identify and communicate strategies that address enterprise risk and opportunities for FTC, using client experience methodologies to enhance our approach.
• Stakeholder Engagement: By mapping the client journey, you will engage with stakeholders to understand client needs and pinpoint moments that significantly impact their experience, identifying opportunities for improvement.  
• Leveraging Client Feedback: Utilize data from our client voice program to extract insights that will help refine and strengthen our impact on clients.
• Leading Design Workshops: You will facilitate human-centered design workshops, analyze the outcomes, and provide actionable recommendations.
• Monitoring Framework Improvement: You're responsible for the ongoing enhancement of the FTC monitoring framework, particularly in relation to claims and complaint handling processes.
• Creating Visibility and Awareness: You'll provide clarity within project teams concerning client profiles and their needs, ensuring a shared understanding across the board.
• Providing Thought Leadership: Offer guidance and support to internal teams to ensure that client experience and impact are integral to our products, solutions, and client interactions.
• Staying Current: Keep abreast of industry trends and competitor activities to ensure we remain proactive in a rapidly evolving market.

What you will bring:

• Must be client obsessed and have a deep understanding of client experience and the insurance industry
• Strong leadership and change management experience
• Strategic thinker with excellent relationship management skills
• Knowledge of user-centred design principles / methodologies and use design thinking to identify unmet needs and find solutions
• Ability to negotiate, influence and influence across the organization
• Strong knowledge of regulatory requirements for Fair Treatment of Clients
• Excellent analytical skills
• Excellent interpersonal skills to communicate with business partners and provide feedback and coaching to evolve our FTC program
• Strong collaboration and relationship-building skills
• Demonstrated experience as a forward thinker and a problem-solver with project management skills and the ability to execute strategic plans
• Ability to work independently with good initiative and judgement
• Completion of a post-secondary degree in business or a related field, and at least 10-15 years experience
• Attention to detail and accuracy
• Proficiency with common office software

What’s in it for you:

• A healthy work-life balance with employee wellness top of mind
• Annual bonus program, annual vacation allowance, and company-paid benefits program
• An additional paid volunteer day each year so you can spend time giving back to the community
• Immediate enrollment in the company’s pension program with employer matching
• Employee resource groups that support an inclusive work environment
• Tuition support and specialized program assistance
• An onsite, full-service cafeteria with a variety of daily options
• Discounts on company products and services, and access to exclusive employee perks
• Regular EQ Together events focused on company togetherness and collaboration
  
  

As part of the recruitment/offer process you will be required to:

• Provide two professional references (minimum one supervisor and above)