Director, Member Journey

Permanent Full Time 

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Reporting to the AVP, Member Experience, the Director Member Journey will own the target-state member journey and identify opportunities to enhance the Member experience.  The Director will collaborate with frontline teams, implementing corrective actions where service gaps are identified and will play a critical role in gathering feedback from members and colleagues to identify areas for improvement.

What you will do 

• Define and drive end-to-end Member journey goals in collaboration with the AVP Member Experience, ensuring alignment with broader business objectives
• Identify and implement continuous improvement opportunities to enhance the Member journey
• Lead the development and maintenance of Member journey maps
• Collaborate with Director, Quality to positively influence changes to the quality standards that benefit the Member Experience
• Lead change management efforts when Member journey enhancements require cross-team coordination and socialization
• Gather feedback from Members and colleagues through surveys, focus groups, complaints analysis etc. to identify improvement areas
• Support/participate in monthly business reviews, providing end-to-end Member experience perspective
• Define SLAs for L&D to ensure training programs reflect business needs, in collaboration with Director, Quality

What you will bring 

• 8 + years progressive senior leadership experience in a dynamic, fast-paced life insurance organization
• Deep understanding of customer journey principles and mapping
• Customer focused with a passion for making it easier for Benefit and Retirement plan Members to do business with us
• Strong analysis skills with the ability to turn data into stories that inspire and drive informed and consistent action
• Business acumen and the ability to leverage your understanding of market drivers and competitive pressures to determine action plans
• Proven leadership with the ability to attract, motivate and develop talent to build the right team to meet strategic direction and needs
• Skilled at navigating a complex matrixed corporate environment, working cross-functionally with ease
• Ability to understand the end-to-end customer journey, identify pain and escalation points, and take appropriate action
• Highly collaborative with strong communication skills; ability to partner with a variety of internal and external stakeholders to understand current state and drive better customer experiences
• Ability to drive alignment and influence stakeholders
• Willingness to “roll up your sleeves” and take on difficult challenges
• Reliability Status security clearance - this is a personnel security status that is required before an employee can gain access to Protected B information, assets or work sites as outlined by the Government of Canada website 

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The base salary for this position is between $92,100 - $170,500 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.

Be your best at Canada Life- Apply today!

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.

Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations. 

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential. 

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact talentacquisitioncanada@canadalife.com.

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

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