Client Experience Leader - Calgary

JobsMedia.io; Calgary; On-site; CAD 95,000 - 135,000; Full time

Benefits offered by this job

Competitive compensation package

Full benefits

Job summary

Respected brokerage in Alberta seeks a Client Experience Leader to guide Commercial and Personal Lines service teams. You will mentor managers, oversee daily servicing operations, and champion EPIC-driven workflows across the organization.

You will monitor KPIs, renewal timelines, and client retention while collaborating with Executives, Producers, and Claims Advocates to manage complex accounts and escalations. This role offers a comprehensive benefits package and a clear leadership path.

Qualifications

• 7+ years of Commercial and/or Personal Lines brokerage experience.
• Alberta General Insurance License – Level 2 required (Level 3 and RIBO 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.
• CAIB, CIP, or other professional designations preferred.

Responsibilities

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

Skills

Leadership

Team coaching

Mentoring

KPI monitoring

Client service

Education

Alberta General Insurance License – Level 2

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
• CAIB, CIP, or other professional designations preferred