Western Financial Group Looking for VP, Customer Experience at Vancouver, BC Full Time

We are one of Canada’s Top Employers, Join Us

Our people make us who we are and we’re thankful to have been recognized as a Top 100 Employer across Canada! We are looking for great people who share our values and want to share their unique skills with us. Western is on a mission to exceed customer expectations, and that starts with our people. Come be part of our story!

Are you passionate about delivering an exceptional and cohesive customer experience?

VICE PRESIDENT –CUSTOMER EXPERIENCE

Reporting to the Chief Customer Experience Officer, you will lead, develop and execute the

Customer Experience strategy, focused on differentiated customer experiences at Western. This is a remote work from home opportunity. You may be required to travel between our core office locations in High River, AB, Victoria, BC, and Winnipeg, MB.

Here is what a typical day looks like

• Building, driving, and sustaining an engaged, high-performance team to implement the business strategy, through employee development, performance management, coaching, succession planning and team effectiveness to drive accountability and favourable outcomes
• Investigating, reviewing, and reporting on opportunities to improve NPS with the goal of creating differentiated CX experiences for our customers
• Identifying areas of improvement and opportunity within the customer experience, including optimal OMNI channel experiences
• Investigating, reviewing, and reporting on opportunities to improve NPS with the goal of creating differentiated CX experiences for our customers
• Evaluating valuable ways to communicate with a broad range of customers, both internal and external through our multi-channels
• Communicating effectively and regularly with complainants and insurers
• Raising CX areas of opportunity to senior leadership and work in collaboration with the business to remove obstacles within the experience
• Ensuring the voice of the customer is represented and implementation in all projects/initiatives
• Overseeing the complaints resolution process, turning potential detractors into promoters
• Identifying and mapping end to end CX journey with a focus on the “moments of truth” throughout the insurance customer journey

The value you bring

• 5+ years leading a cross-functional customer experience team; retail & sales industry experience is an asset
• Keenly aware of industry thought leaders, leading CX practices
• Excellent presentation skills and strong follow through with on-going communications to various stakeholders
• Understanding of how your personal brand impacts the CX reputation and ability to deliver results in the organization
• Leadership style which encourages diversity of thought to create a culture of trust, with an unselfish mindset to foster leadership in others

Location: Remote in Canada

Requisition # 79266

What if I don’t meet every requirement

At Western Financial Group we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about the role but your experience doesn’t check every box – apply anyways! Many people won’t apply to jobs unless they meet every single qualification, but we want to talk to you anyways, you may be just the right person for this or other roles. We look for dedicated professionals who are committed to our Guiding Principles of Truthfulness, Fairness, Value, and Loyalty.

Health and Wellness

At Western we take pride in providing programs that add value to our people’s lives – after all, they are our greatest asset! Eligible employees receive a competitive compensation package consisting of 3 weeks’ vacation, paid personal days, paid wellness days, company matching investment and savings programs, and 100% employer-paid group benefits, including health care spending account.

Western Financial Group has its own charitable foundation, Western Financial Group Communities Foundation.