Position Type:
Permanent

If you're looking for a fulfilling career that can make a real difference in your life, and the lives of others, you've come to the right place.

As a national health solutions partner, we put people first in everything we do - and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.

Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest - and it's reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential. Be part of it by applying for a position with us today.

The Customer Experience and Engagement Specialist will play a pivotal role in bringing Medavie's customer promise and guiding principles to life. This position is instrumental in translating strategy into action, driving data-informed improvements, fostering cross-functional collaboration, and ensuring that customer-centricity remains central to Medavie's service delivery.

By turning customer insights into meaningful actions across all lines of business, the advisor will elevate customer experience metrics and influence broader organizational practices. These efforts will help build trust with our patients and customers, improve health outcomes, and reinforce Medavie's role as a national health solutions partner.

Key Responsibilities:

• Translating customer strategy into actionable initiatives aligned with overarching business goals, supporting roadmap execution for all lines of business and change management steps.
• Define and steward enterprise wide CX performance frameworks, including NPS, CSAT, retention, effort scores, linking them to operational and strategic priorities.
• Acting as a CX specialist across all lines of business, embedding a patient- and customer-centric mindset into plans and processes to enhance experience and outcomes. Leading journey mapping exercises for service touchpoints; recommending process improvements.

Qualifications:

• Bachelor's degree in business, Marketing, Management or related
• 5-7 years' experience in customer engagement, advisory or customer experience roles
• Experience in mapping tools: journey blueprints, service design workflows, process flows, and CX tooling that help visualize opportunities and guide innovation with user-centered design.
• Strong analytics capability to translate customer feedback (VoC) and operational data into innovation priorities and ROI-based initiatives. Linking improvements like automation to business outcomes.
• Demonstrated ability to conduct market scans for emerging CX technologies, assess viability and value propositions, and support projects aligned with enterprise customer strategy.

Knowledge & Skills:

• Knowledge in customer-centered strategy development, including crafting CX vision and embedding it across the organization's operating model, culture, and governance structure
• Understanding of end-to-end journey mapping methods, pain point identification, and experiential redesign across channels.
• Ability to translate insights from qualitative feedback, analytics, and behavior into strategic actions.
• Active listening, empathetic understanding, and ability to translate complex concepts into clear, client-centered language.
• Capable of analyzing customer feedback and operational data to identify root causes and actionable improvement opportunities.
• Effective coordination skills to align with cross-functional teams and lead process-improvement or feedback initiatives.

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We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws . We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.

If you experience any technical issues throughout the application process, please email: [email protected] .