Customer Experience Specialist

Hybrid - Toronto

Client Experience Specialist (CX Specialist)

Are you passionate about improving client experiences and making every interaction count? Do you enjoy digging into customer journeys, identifying friction points, and working with teams to make things better? If so, we'd love to meet you.

We're looking for a Client Experience Specialist to support the delivery of our Client Centricity strategy. Reporting to the VP, Client Experience, you'll play a hands-on role in journey mapping, client research, and ongoing CX improvements across the organization.

The Opportunity

Support CX initiatives and projects

•Contribute to the execution of CX initiatives aligned to business priorities

•Support the optimization of key client touchpoints (web, service channels, communications)

•Assist in implementing tools, processes, and improvements that enhance the client experience

•Stay current on CX best practices and tools, and bring forward ideas where relevant

•Support coordination of CX-related programs, including awards submissions and tracking

Support journey mapping and research

•Assist in planning and executing journey mapping initiatives

•Conduct interviews, gather inputs, and support workshops with stakeholders

•Document customer journeys, including touchpoints, pain points, and opportunities

•Support qualitative and quantitative research efforts (e.g., surveys, VoC inputs)

•Help translate findings into clear insights and practical recommendations

Contribute to CX improvement plans

•Support the development and tracking of CX improvement initiatives

•Monitor key CX metrics such as NPS, CSAT, and CES

•Identify trends and highlight opportunities to improve client experience

•Work with cross-functional teams to help implement agreed-upon improvements

Support reporting and insights

•Assist in preparing regular CX reports and dashboards

•Help track performance and progress against CX goals

•Contribute to presentations and updates for internal stakeholders

•Maintain documentation of CX activities, learnings, and outcomes

Be a CX advocate internally

•Bring a customer-first mindset to day-to-day work

•Share insights and observations that help improve the client experience

•Collaborate with teams across the organization to support CX initiatives

•Build a strong understanding of the client journey and business operations

About You

•3–4 years of experience in customer experience, insights, research, or a related field

•Experience supporting CX initiatives, journey mapping, or customer research

•Strong analytical thinking with the ability to interpret data and identify insights

•Comfortable working cross-functionally and contributing to team-based projects

•Solid communication skills with the ability to present ideas clearly

•Organized and detail-oriented, able to manage multiple priorities

•Experience in insurance, financial services, or other regulated industries

•Familiarity with CX tools (e.g., Qualtrics, Miro, Lucidchart, FigJam, Smaply)

•Exposure to Voice of Customer (VoC) programs and CX metrics