Member Experience Journey Lead

TechAlliance of Southwestern Ontario, London Economic Development Corporation; London; On-site; CAD 80,000 - 130,000; Full time

Job summary

Canada Life in London, Ontario is seeking a Member Experience Consultant for Group Insurance to deliver seamless, high-quality member interactions and identify service gaps through surveys and feedback. The role collaborates with service analytics to drive improvements that enhance the overall experience.

You will bring 3+ years in strategy or customer experience, plus strong communication and stakeholder engagement skills, with a focus on journey mapping and continuous improvement, and a

Qualifications

• 3+ years of experience in strategy, customer experience, or related roles, preferably within financial services or insurance.
• Reliability Status Security Clearance required for access to Protected B information, cost covered by Canada Life.
• Proven communication and facilitation skills with ability to engage stakeholders and drive alignment.

Responsibilities

• Contribute to end-to-end member experience goals aligned with business objectives.
• Develop and maintain accurate member journey maps.
• Identify and implement continuous improvement opportunities to enhance the member journey.
• Support change management through journey enhancements, impact assessments, rollout planning, stakeholder engagement, and communication strategies.
• Position Member Experience as a trusted partner within Workplace Benefits and Retirement.

Skills

Strategy experience

Customer experience

Stakeholder engagement

Communication skills

Facilitation

Storytelling

Analytical mindset

Financial services knowledge

Group retirement knowledge

Job description

Canada Life in London, Ontario is seeking a Member Experience Consultant for Group Insurance to deliver seamless, high-quality member interactions and identify service gaps through surveys and feedback. The role collaborates with service analytics to drive improvements that enhance the overall experience.

You will bring 3+ years in strategy or customer experience, plus strong communication and stakeholder engagement skills, with a focus on journey mapping and continuous improvement, and a