Member Experience Architect & Journey Lead

Green Shield Canada (GSC); Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A health benefits organization in Toronto is seeking a Member Experience Manager to enhance member satisfaction through data-driven strategies and personalized care. Candidates should have 6-8 years of experience in customer experience, strong journey mapping skills, and proficiency with experience tools like Qualtrics. This role offers opportunities for impactful engagement and collaboration across teams, contributing to the organization’s mission of better health for all Canadians.

Benefits

Inclusivity and diversity initiatives

Opportunities for professional development

Collaborative work environment

Qualifications

• 6-8 years of experience in member or customer experience, ideally in healthcare or insurance.
• Strong skills in journey mapping, experience design, and measurement.
• Adaptability and ownership in fast-paced environments.

Responsibilities

• Develop member experience strategies to drive engagement and satisfaction.
• Own and maintain end-to-end member journey maps.
• Use data to uncover and prioritize experience improvements.
• Lead voice of customer initiatives and synthesize insights.

Skills

Experience in member or customer experience

Journey mapping

CX strategy

Service design

Systems thinking

Data analysis

Communication skills

Tools

Qualtrics

Figma

Miro

Job description

A health benefits organization in Toronto is seeking a Member Experience Manager to enhance member satisfaction through data-driven strategies and personalized care. Candidates should have 6-8 years of experience in customer experience, strong journey mapping skills, and proficiency with experience tools like Qualtrics. This role offers opportunities for impactful engagement and collaboration across teams, contributing to the organization’s mission of better health for all Canadians.