Are you driven by the desire to understand and improve client interactions?
Do you have a talent for designing client journeys and ensuring every touchpoint reflects the highest standards of services? Do you enjoy collaborating across teams to deliver exceptional client experiences? Are you skilled at measuring client satisfaction and using insights to drive continuous improvement?
If so, we invite you to join our team as a Client Experience Specialist.
We are a progressive professional liability insurance company solely focused on serving the architectural community in Ontario, and we have been doing so for almost 40 years!
The Opportunity
In your capacity as Client Experience Specialist, you will be reporting to the VP, Client Experience and help support the successful implementation of Pro-Demnity’s Client Centricity Strategy. This is a truly unique and dynamic role!
Key Responsibilities
Contribute / lead CX Project Management activities
- Lead and implement initiatives or projects that help meet the goals of the customer experience programs across the organization as needed.
- Optimize all points of contact such as website, social media, and customer service channels as these are developed.
- Stay current with customer experience best practices and related technologies.
- Lead industry awards application and tracking process.
- Leverage automation and AI-driven tools to improve client service.
- Other duties/responsibilities as required/assigned.
Support and Manage high-profile strategic journey mapping engagements with key business partners:
- Facilitate interviews, cross-functional workshops, and immersion sessions with policyholders, key stakeholders, including leaders, subject matter experts and/or external vendor partners.
- Capture and document detailed and complete customer journeys, including touchpoints and accountabilities for end-to-end macro or micro journeys.
- Lead the development and execution of customer research strategies that brings qualitative insights and the customer perspective into the final journey map design.
- Develop prioritized and actionable recommendations that reduce customer effort and abrasion, drive business improvement, and meaningfully impact CX measures.
Build and manage strategic CX improvement plans.
- Build and manage multiple data-driven improvement plans focused on strengthening customer loyalty, improving overall Customer Experience (CX), and improving Key Performance Indicator (KPI) measures such as CES, CSAT and NPS where appropriate.
- Collaborate with leadership, teams and partnering departments to define and execute strategic and/or departmental initiatives in support of specific lines of business, market segments or products to influence outcomes.
- Identify opportunities and advocate for improvements and/or tools that support the corporate vision as well as needs of the customer.
Serve as an in-house resource on our customers’ journeys, key performance indicators.
- Champion and advocate for our customers and their experience with our program of insurance, across all lines of business
- Become a company expert regarding CX best practices across the industry.
- Introduce and share the latest trends, findings and insights based on research and experience.
- Conceptualize, visualize, and present new ways of doing business that help achieve desired outcomes.
- Inform and support a reporting strategy that allows enterprise/individual lines of business to trend customer experience measures, including satisfaction, and identify organizational performance drivers.
- Produce monthly program summaries and updates to stakeholders and steering groups.
Participate on CX governance committee(s)
- Support the prioritization of requests for CX support, initiatives, and projects to balance competing priorities while delivering high value.
- Identify opportunities and advocate for improvements, tools and/or capabilities that support the corporate vision as well as needs of our customers.
- Effectively manage member experience change by implementing key initiatives as needed.
- Represent the enterprise CX team and our customers across the organization, as needed.
- Present monthly and quarterly results, identifying areas of strength and/or opportunity as needed.
About You
You are an inquisitive, self-driven and self-guided individual with the empathy and fortitude to support positive client experiences, while maintaining and improving client journeys, and championing Colleagues efforts and contributions.
Required Qualifications
- Bachelor’s degree or equivalent relevant experience in insurance / financial services, consulting or a related business discipline is required.
- CXPA designation a definite plus.
- Minimum 5-7 years of relevant professional experience preferably in the insurance / financial services industry, and expertise working in a B2B framework.
- Project/program management, customer experience measurement & improvement, and business plan development experience required.
- Experience in human centered design or design thinking preferred.
- Experience with omnichannel support (voice, chat, email, social media), and ticketing platforms
- A working understanding of insurance / financial services operations and customers.
- Customer-centric mindset with the ability to distinguish between business processes and customer touchpoints.
- Strong problem-solving skills and the ability to analyze and interpret data. Must be able to think from a customer’s perspective, using tools and data provided by research to create and optimize the customer journey, identify trends, and inform decision making.
- Must have a strong passion for bringing the voice of customers alive.
- Proven track record of achieving measurable CX improvements.
- Excellent presentation and communication skills and comfortable working with all levels of the organization.
- Proven time management and organizational skills.
- Strong business reporting and program management skills.
- Elevated level of oral and written communication skills, ability to communicate with and influence internal and external constituents at all levels with confidence.
- Must be flexible and a proponent/champion of change, able to conceptualize and envision the impact of change, and propose new ways to do business.
- Requires the ability to maintain effective and productive relationships. Must have the ability to motivate colleagues by fostering team spirit, an attitude of cooperation, and a commitment to the organization.
- Excellent understanding and familiarity working within corporate brand guidelines.
- Strong proven proficiency:
- Microsoft Office Suite – Ability to effectively use Microsoft Office applications (i.e., Excel, PowerPoint, Word, SharePoint, Teams, Outlook, One Note & One Drive) and related tools successfully.
- CRM – Microsoft Dynamics or Salesforce or equivalent
- Qualtrics
- Journey-mapping tools such as Miro; Lucidchart; FigJam; or Smaply
Why Join Us
At Pro-Demnity, you’ll have the opportunity to:
- Help shape the future of architectural practice in Ontario
- Use your knowledge to educate, empower, and protect your peers
- Enjoy a dynamic, mission-driven work environment with flexibility and professional growth
- Receive competitive compensation, comprehensive benefits, RRSP matching, and professional development support
- Participate in a collaborative, hybrid team that values trust, accountability, innovation, and collaboration
How To Apply
Please submit your CV along with your Cover Letter, both in PDF Format only, to prodemnity@brownconsulting.ca, and indicate “CX Position at Pro-Demnity” in the subject line.
About Us
Pro-Demnity Insurance Company proudly supports Ontario’s architects with professional liability insurance and risk management solutions, so they can design the inspiring structures we live, work and socialize in. Although a wholly owned subsidiary of the Ontario Architects Association, we operate independently from the OAA with our own Board of Directors and management team. www.prodemnity.com
Our Cause: to support the architectural profession to take the risks necessary to design a better world. We enable the improvement of society and human interaction through better design by supporting the wise, effective, and efficient management of risk.
Our Purpose: to be the trusted ally to protect and defend the architectural profession and their families by strengthening and supporting their resiliency to the risks associated with practice.
Our Ambition: to strive each day to be the authority on risk, resulting in financially sustainable practices that unleash the full potential of the profession to improve society and human interaction through better design.
In pursuing our Purpose and Ambition, we build upon our core values of Trust, Accountability, Collaboration, and Innovation.
Pro-Demnity is an equal opportunity employer and is committed to fostering an inclusive, accessible, and respectful environment where everyone feels valued and supported. We welcome and encourage applications from individuals of all backgrounds, genders, and sexual orientation.
We are committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation at any stage of the recruitment process, please let us know. We will work with you to meet your needs.
Applicants are invited to voluntarily self-identify if they belong to one or more of the designated employment equity groups (women, Indigenous peoples, persons with disabilities, and members of visible minorities). This information is collected for equity, diversity, and inclusion purposes only and will be kept confidential.
