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About the Role

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.

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

Requirements

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

Work Type

Permanent
Full Time
Hybrid

Experience Level

3+ years

Salary/Compensations

$80,400 - $130,400 annually

Benefits

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 additional investment 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.

About the Company

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!

Equal Opportunity

We’re committed to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact talentacquisitioncanada@canadalife.com. 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.