Client Experience Initiatives Lead

The Opportunity:  At Equitable, we believe great things happen when we work together. We’re a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you’re passionate about making a difference and growing your career in an inclusive and collaborative environment, we’d love to hear from you. Our culture is built on care, passion and curiosity. We put people above all else, strive to be our best and welcome new ideas to deliver positive outcomes.   At Equitable, clients are at the heart of everything we do. This role offers a unique opportunity to help shape and advance our Fair Treatment of Clients (FTC) strategy by embedding a strong client experience lens across key client and operational journeys. Working closely with business leaders and enterprise partners, you will help design and implement strategies, frameworks, and initiatives that improve client outcomes, strengthen consistency across the organization, and support sustainable success. By leveraging insights, data, and best practices, this role plays a meaningful part in building a more client‑focused organization and ensuring we continue to exceed client expectations today and into the future. Join one of the region’s top employers and be part of something that truly makes a difference. Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.  What you’ll do: Support the FTC Strategy for claims, complaints, product, incentives and other relevant initiatives, developing guidelines, policies and practices that create fair outcomes for clients to achieve Equitable’s vision and strategy for FTC Identify, develop and communicate strategies as they relate to enterprise risk and opportunities for FTC, leveraging client experience methodologies Engage with various stakeholders to map the client journey to better understand the needs and moments of impact and opportunities to improve the experience and/or outcomes for clients Leverage data from our client voice program to gather valuable insights to improve and enhance our client impact Lead human-centered design workshops; synthesizing outcomes and findings, and provide recommendations Ensure the continuous improvement of the FTC monitoring framework for claims and complaint handling processes Create visibility and awareness within project teams, providing a common understanding of who the client is and what they need to be successful Provide thought leadership, advice and support to other internal teams to ensure client experience and impact is considered in all products, solutions and experiences for clients Ability to stay up-to-date with industry trends and competitor activities to stay ahead of a rapidly changing environment  What you’ll bring: Must be client obsessed and have a deep understanding of client experience and the insurance industry Strong leadership and change management experience Strategic thinker with excellent relationship management skills Knowledge of user-centred design principles / methodologies and use design thinking to identify unmet needs and find solutions Ability to negotiate, influence and influence across the organization Strong knowledge of regulatory requirements for Fair Treatment of Clients Excellent analytical skills Excellent interpersonal skills to communicate with business partners and provide feedback and coaching to evolve our FTC program Strong collaboration and relationship-building skills Demonstrated experience as a forward thinker and a problem-solver with project management skills and the ability to execute strategic plans Ability to work independently with good initiative and judgement Completion of a post-secondary degree in business or a related field, and at least 10-15 years experience Attention to detail and accuracy Proficiency with common office software What’s in it for you: Career Growth: Regular learning sessions and development opportunities  Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pension matching  Time Away: Competitive vacation plus one paid volunteer day each year Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approach At Equitable, we’re committed to fair pay and an inclusive, accessible hiring experience. If you need accommodations or alternative formats at any stage, just reach out to us at [email protected]. We’re happy to help.Your base pay will be based on your skills, qualifications, experience and education. In addition to your salary, this role is eligible for a discretionary annual incentive award tied to business performance, plus a wide range of competitive benefits. If you’re selected to move forward, our Talent Acquisition team will walk you through all the details of our total rewards program, so you know exactly what’s included.     Reports To: AVP, Client Impact & Sustainability Department: Impact Term: Permanent Full-Time