Client Experience Leader - Calgary

JobsMedia.io; Calgary; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Full benefits

Competitive compensation

Leadership role

Job summary

JobsMedia.io in Alberta is seeking a Client Experience Leader to direct and develop Commercial and Personal Lines service teams. You will oversee servicing operations, audits, and renewal processes while championing EPIC-driven data accuracy and standardized workflows.

The role focuses on coaching licensed teams, improving client outcomes, and driving performance metrics across multiple lines of business, with a competitive compensation package and full benefits.

Qualifications

• 7+ years of Commercial and/or Personal Lines brokerage experience.
• Alberta General Insurance License – Level 2 required (Level 3 and RIBO considered assets).
• Proficiency with Applied EPIC for workflows and reporting.
• Experience leading, coaching, or mentoring licensed service teams.
• Strong understanding of commercial placements and personal lines markets.

Responsibilities

• Lead, coach, and mentor Commercial and Personal Lines teams.
• Oversee day-to-day servicing operations; conduct file reviews and renewal audits.
• Champion EPIC system usage; ensure data accuracy and consistent workflows.
• Monitor KPIs, service standards, renewal timelines, and retention metrics.
• Collaborate with Account Executives, Producers, and Claims Advocates; handle complex accounts or escalations.
• Identify workflow efficiencies and drive continuous improvement.

Skills

Leadership

Team coaching

Client relationship management

KPI reporting

Renewal management

Tools

Applied EPIC

Job description

We are currently recruiting for a Client Experience Leader for a respected brokerage in Alberta.

3 Reasons To Apply

• Step into a key leadership role influencing both Commercial and Personal Lines service teams.
• Competitive Compensation Package With Full Benefits.
• Make a meaningful impact by shaping service standards, coaching teams, and driving operational excellence.

Responsibilities

• Leadership & Team Development: Lead, coach, and mentor Commercial Account Managers, Assistant Account Managers, and Personal Lines teams through regular 1-on-1s, training, and workflow guidance.
• Operational Excellence: Oversee day-to-day servicing operations, conduct file reviews, QA checks, and renewal audits to ensure compliance, consistency, and E&O prevention.
• Systems & Reporting: Act as the EPIC system champion, ensuring strong utilization, data accuracy, reporting and consistent workflows across teams.
• Performance Management: Monitor KPIs, service standards, renewal timelines, and retention metrics through EPIC reporting and dashboards.
• Client Support: Collaborate with Account Executives, Producers, and Claims Advocates, and engage directly with clients on complex accounts, escalations, or renewals when required.
• Process Improvement: Identify workflow efficiencies and contribute to continuous improvement initiatives across departments.

Desired Skills

• 7+ years of Commercial and/or Personal Lines brokerage experience
• Alberta General Insurance License – Level 2 required (Level 3 and RIBO considered assets)
• Advanced proficiency with Applied EPIC, including workflows and reporting
• Proven experience leading, coaching, or mentoring licensed service teams
• Strong technical understanding of commercial placements and personal lines markets

Contact

CAIB, CIP, or other professional designations preferred

[e-mail]