Customer Experience Specialist, Federated

Northbridge Financial; Toronto; Hybrid; CAD 60,000 - 90,000; Full time

Job summary

An established industry player is seeking a Customer Experience Specialist to enhance the customer journey for both new and existing clients. This role involves identifying improvement opportunities, conducting market trend research, and developing impactful communication strategies. With a focus on operational solutions, the specialist will play a key role in refining customer interactions and integrating feedback systems. The company values its employees, offering a hybrid work model, competitive salaries, and a commitment to well-being and career growth. Join a team that prioritizes people and community engagement while making a tangible difference in the industry.

Benefits

Hybrid work model

Employee share purchase plan

Pension plans

Flexible health benefits

Early leave days

Wellness programs

Education assistance

Internal mobility

Donation matching

Team volunteer days

Qualifications

• 3+ years of relevant experience in customer experience roles.
• Bilingual in French/English is an asset.

Responsibilities

• Enhance customer experience through strategic improvements.
• Conduct market research and develop communication strategies.

Skills

CRM enhancements

Customer journey refinement

Customer communication roadmaps

Market research

Project management

Change management

Analytics

Customer insights

Education

Post secondary education

Job description

What it’s like to be a Federated Customer Experience Specialist

The Customer Experience Specialist is responsible for enhancing the overall experience for new and existing Federated customers. The Customer Experience Specialist will identify opportunities for improvement throughout the customer journey, conduct market trend research, and build an impactful and timely communications strategy. They will provide operational and project-based solutions as it relates to the customer experience.

We want your talent

If you are great at:

1. Creating CRM enhancements and utilization
2. Customer journey refinement
3. Creating customer communication roadmaps
4. Supporting the build out of the CRM and Net Promotor Score (NPS) system integration to trigger, track, analyze customer feedback.

If you have:

1. Post secondary education and/or equivalent on the job experience.
2. Bilingual French/English an asset.
3. 3 years of relevant experience to this role, with knowledge of market research, project management and change management.
4. Experience in analytics and drawing out customer insights.

We really mean it when we say we put you first. Here are a few ways how:

1. Hybrid work! You get to work from the office and at home 50/50, allowing you to manage both worlds with the ease and flexibility you need.
2. We offer competitive salaries and support your financial health through our employee share purchase plan, pension plans, RRSP, discounts on staff insurance, and more!
3. We help you prioritize your well-being from day one through flexible health benefits, early leave days, wellness programs, rewards, and recognition programs.
4. We are invested in helping you grow in your career through education assistance, internal mobility, and mentoring programs.
5. NBFC cares about the community and supports the causes you believe in with donation matching and team volunteer days.

Who we are:

We’re Federated Insurance. We’ve proudly been serving Canadian businesses for 100 years. We have a reputation for being one of Canada’s leading commercial insurance providers. Our employees are dedicated to focusing on our customers’ unique needs and we go above and beyond to help Canadian businesses have a safer and brighter future. We’re a company of passionate people who put people first. Do you want to join a team that believes in working hard – and having fun at work – all while making a difference? Look no further than Federated.

At Federated, we embrace and celebrate you and are committed to creating an inclusive workplace for all! No matter who you are or what makes you unique, we welcome you. Please let us know how we can assist or accommodate you during the selection process.