Member Experience Consultant, Group Insurance

Canada Life; Toronto; On-site; CAD 80,000 - 130,000; Full time

Benefits offered by this job

Education reimbursement

Health benefits

Mental health benefit

Volunteer day

Pension plan

Share ownership program

Job summary

Canada Life is seeking an Experience Consultant to enhance member interactions and drive continuous improvements in the end-to-end journey. You will identify service gaps, collect feedback from members and plan sponsors, and partner with analytics teams to translate data into action.

The role requires 3+ years in strategy or customer experience, strong communication and stakeholder engagement skills, and a security clearance process.

Qualifications

• 3+ years of experience in strategy, customer experience, or related roles, preferably within financial services or insurance.
• Proven communication and facilitation skills, with the ability to engage stakeholders and drive alignment across teams.

Responsibilities

• Contribute to achieving end-to-end member experience goals, ensuring alignment with broader business objectives
• Develop and maintain accurate, up-to-date member journey maps
• Identify and implement continuous improvement opportunities to enhance the member journey
• Support change management efforts for journey enhancements through experience impact assessments, rollout planning, stakeholder engagement, and communication strategies
• Help position Member Experience as a trusted partner within Workplace Benefits and Retirement by leveraging the experience toolkit to deliver business value

Skills

Stakeholder engagement

Communication

Storytelling

Data analysis

Customer journey

Business awareness

GRS knowledge

Job description

Permanent Full Time

The Experience Consultant plays a key role in delivering a seamless, high-quality member experience by ensuring every interaction aligns with organizational goals and member expectations. This role is responsible for identifying service gaps and gathering feedback from members and plan sponsors through surveys, focus groups, and complaints. It also works closely with the service analytics and research teams to leverage data in implementing improvements that enhance the overall experience.

What you will do

• Contribute to achieving end-to-end member experience goals, ensuring alignment with broader business objectives
• Develop and maintain accurate, up-to-date member journey maps
• Identify and implement continuous improvement opportunities to enhance the member journey
• Support change management efforts for journey enhancements through experience impact assessments, rollout planning, stakeholder engagement, and communication strategies
• Help position Member Experience as a trusted partner within Workplace Benefits and Retirement by leveraging the experience toolkit to deliver business value

What you will bring

• 3+ years of experience in strategy, customer experience, or related roles, preferably within financial services or insurance
• Reliability Status Security Clearance – this can only be completed with candidates who receive an offer of employment. This is a personal security status that is required as a condition of employment before an employee can gain access to Protected B information, assets or work sites as outlined by the Government of Canada website. The cost of submitting these checks will be covered by Canada Life
• Proven communication and facilitation skills, with the ability to engage stakeholders and drive alignment across teams from across the organization
• Persuasive storytelling experience, with a talent for translating complex ideas and data into compelling narratives that influence and inspire
• Analytical mindset with the ability to interpret data, synthesize insights, and translate findings into actionable improvements
• Solid understanding of the business environment and member needs, with a passion for enhancing member interactions and driving experience innovation
• Strong understanding of customer journey principles and programs, and a passion for improving member interactions
• Knowledge of Group Retirement Services (GRS) considered an asset

The base salary for this position is between $80,400 - $130,400 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Grow with Canada Life

We’re united by a shared purpose: to improve the financial, physical and mental well-being of Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.

We’re looking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers, communities and each other. Are you someone who always strives to do the right thing, who steps up for themselves and others, and who delivers with impact? Then we want to hear from you!

What we offer

We’re committed to supporting our employees through every stage of their career. Here’s what you can expect as a full-time or part-time permanent team member:

• Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to$2,000 annually towards education reimbursement.
• Health & Wellness:Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being.
• Time Off:In addition to regular vacation and personal days, we support community involvement with a volunteer day.
• Financial Security:Company-matching pension plan,share ownership program and additionalinvestment options.
• Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!
• Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.

Learn more about Canada Life.

We’re committed to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact [e-mail]. All information provided will be handled in accordance with applicable laws and Canada Life policies.

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.