Permanent Full Time
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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
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
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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:
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 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
#LI-Hybrid
At Canada Life, we’re focused on improving the financial, physical and mental well-being of Canadians. Whether handling policy claims, help growing and protecting clients’ retirement and investment savings, providing workplace mental health support for all employers or helping build stronger communities by investing in community projects, we are committed to putting the customer first in all that we do.
That trust is built on the dedication, skill and energy of our employees and advisors and their commitment to our customers and to our communities.
Canada Life is a subsidiary of Great-West Lifeco Inc. and is a member of the Power Corporation group of companies.
