Client Experience Leader - Calgary

JobsMedia.io; Calgary; On-site; CAD 110,000 - 140,000; Full time

Job summary

JobsMedia.io in Alberta seeks a Client Experience Leader to guide both Commercial and Personal Lines service teams, shaping service standards and coaching staff.

You will oversee daily servicing operations, perform file reviews, QA, and renewal audits, and drive data-driven improvements via EPIC reporting. The role combines strategic leadership with hands-on client service excellence in a respected brokerage.

Qualifications

• 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.

Responsibilities

• Lead, coach, and mentor Commercial Account Managers and Personal Lines teams through regular 1-on-1s and training.
• Oversee day-to-day servicing operations, renewals, and quality assurance for compliance and E&O prevention.
• Act as EPIC system champion, ensuring data accuracy and consistent workflows.
• Monitor KPIs, service standards, renewal timelines, and retention metrics using EPIC dashboards.
• Collaborate with Account Executives, Producers, and Claims Advocates to handle complex accounts and escalations.
• Identify workflow improvements and drive cross-department process enhancements.

Skills

7+ years brokerage experience

Level 2 Alberta license

Applied EPIC proficiency

Leadership of licensed teams

Commercial/personal lines knowledge

Education

CAIB/CIP designations

Tools

EPIC system

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