Digital Client Experience Specialist

Role overview

What you’ll work on

• Map, maintain, and optimize end-to-end user journeys for plan members, plan administrators, and advisors.
• Represent the end-to-end client experience in digital and non-digital enhancements.
• Manage and optimize web portal and mobile app experiences.
• Define client personas and ensure journey insights inform shared-services and web development deliverables.
• Partner with the Digital Product Owner to prioritize and support Group Solutions digital assets.
• Translate journey insights and business requirements into briefs for the centralized design team.
• Use Lucidchart, Figma, and similar tools to visualize user flows, process diagrams, information architecture, and experience concepts.
• Maintain consistent and compliant brand messaging, tone, visual standards, and value propositions across digital channels.
• Analyze research, customer feedback, and user data to identify friction, customer needs, and market trends.
• Recommend and implement enhancements to improve engagement, usability, and digital adoption.
• Collaborate with product, development, marketing, legal, compliance, and operational teams.
• Execute digital journeys across web, mobile, email, and other channels; track KPIs and prepare business cases for proposed enhancements.

What the employer is looking for

• Post-secondary education in Digital Marketing, Business, Information Technology, or a related field.
• 3+ years of experience in digital marketing, digital product support, or UX/journey mapping.
• Experience mapping customer journeys, developing personas, and creating process flows with Lucidchart, Figma, or similar software.
• Familiarity with web portals, mobile apps, and digital product administration.
• Experience collaborating with Digital Product Owners, developers, and creative/design teams.
• Hands-on Figma and Lucidchart proficiency; formal graphic design expertise is not required.
• Knowledge of web analytics tools, such as Google Analytics or Google Data.
• Understanding of digital marketing, brand positioning, and customer-centric communications.
• Familiarity with Agile, product backlogs, and cross-functional sprints.
• Strong analytical, problem-solving, process-mapping, organizational, and project-management skills; excellent written and verbal communication.
• English proficiency is required for communicating with customers, advisors, or employees across Canada.
• Financial services, insurance, Group Benefits, or Group Retirement experience is described as ideal.

Compensation

• Target total compensation, including salary and target bonus, is $79,200–$126,500; the range applies to permanent roles.
• The actual base salary depends on skills, experience, and internal equity.

Work arrangement

• Hybrid work in Kingston or Toronto (York Mills).

Beyond the salary

• Permanent full-time employees receive a benefits package that includes health and dental coverage, a health account, and a defined-contribution pension with employer matching.
• Other listed offerings include annual pay increases, bonus eligibility for non-sales roles, vacation, personal health days, wellness programs, and learning support.
• The employer describes flexible work arrangements and parental and compassionate leave top-ups.