Member Experience Consultant, Group Insurance

The Canada Life Assurance Company • Toronto, ON

4d • CA$80,400 - CA$130,400 • Hybrid

About The Position

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.

Requirements

• 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.

Nice To Haves

• Knowledge of Group Retirement Services (GRS) considered an asset

Responsibilities

• 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

Benefits

• Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to $2,000 annually towards education reimbursement.
• Health & Wellness: Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being.
• Time Off: In addition to regular vacation and personal days, we support community involvement with a volunteer day.
• Financial Security: Company-matching pension plan, share ownership program and additional investment options.
• Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!
• Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed