AVP Member Experience
Job Description
Description:
Permanent Full Time
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Reporting to the VP, Member Services, this new role in Group Customer will have responsibility for the end to end plan member expereince in both life and health and retirement savings coverage, with the overriding goal of increasing customer loyalty.
What you will do
Combine data insights, operational knowledge, thought leadership and collaboration across silos to:
Vision, develop and evolve our Group Customer service ambition as a north star for the customer experience and interactions.
Champion integrated service and operational metric dashboards across GC senior leadership and operational teams.
Deeply understand the plan member end to end journey, identify pain points and business case opportunities across a matrix organization to lead work sometimes in absence of direct reporting relationships.
Collaborate with Plan Sponsor leaders to integrate member and sponsor journeys together, understand and benefit from synergies and relationships.
Work with brand and experience team to better understand member expectations, to revise and maintain service targets based on newly created feedback loops.
Engage and present to advisors, clients and field on plan member roadmap and service priorities.
Break down silos across functional areas to identify creative solutions and impactful changes to increase customer satisfaction and loyalty.
Participate in a community of best practice working with experience leaders in both individual insurance and advisor solutions.
What you will bring
8+ years in operations and/or service leadership ideally in group benefits or group retirement.
Build and deliver engaging presentations to field sales staff, advisors, clients, and internal teams.
Customer focused. Passion for making it easier for Benefit and Retirement plan Members to do business with us.
Strong analysis skills. Ability to turn data into stories that inspire and drive informed and consistent action.
Business acumen. Leverage your understanding of market drivers and competitive pressures to determine action plans.
Ability to navigate a complex matrixed corporate environment.
Ability to understand the end to end customer journey, ID pain and escalation points, and take appropriate action.
Reliability Status security clearance – this is a personnel security status that is required before an employee can gain access to Protected B information, assets or work sites as outlined by the Government of Canada website
Highly collaborative with strong communication skills.Partner with a variety of internal and external stakeholders to understand current state + drive better customer experiences
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The base salary for this position is between $108,300 – $200,400 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.
Be your best at Canada Life- Apply today!
Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.
You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.
Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.
Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.
We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact talentacquisitioncanada@canadalife.com.
Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.
