Digital Customer Experience Consultant

Being a part of BrokerLink, means you live our values: to act with integrity, be respectful of others, have a customer-driven mindset, strive for excellence and always treat others with generosity. These values drive our diversity and inclusion efforts to ensure a respectful and inclusive work environment is present.

We want like-minded individuals who want to provide the highest level of customer service, who carry themselves with utmost professionalism.

We want to invest in you! Your success is our success and our purpose of "we're here to help people" is what motivates us to keep the amazing talent we attract, for a long time. We want to bring out the best of all our team members! Offering countless opportunities to grow and an environment which values our most important assets, you, our team members. We have over 200 offices across Canada, ask us about our flexible work arrangements!

We are looking for a Digital Customer Experience Consultant to join BrokerLink, and work out of our Toronto, ON/Edmonton or Calgary, AB Offices. On a Permanent, FT Basis.

As part of our employee promise, here are some of the many perks of working with us:

• Flexible health and dental insurance benefits package
• Personal Spending amount to invest in your healthy lifestyle
• RRSP - Registered Retirement Savings Plan with Company matching
• ESPP - Employee Share Purchase Plan (TSX:IFC) program with matching aspect
• 'Dress for your day', dress according to your daily schedule
• Competitive compensation package with bonus aspect
• Employee discount program, including Apple, Bell, Rogers and more!
• Paid Time Off in the form of: Personal days, Volunteer days, Exam/Study Time, Jury Duty and starting at 3 weeks of vacation per year!
• Working for an employer who is regularly recognized as one of Canada's best employers such as Kincentric 2023

What the Role Entails:

• Analyze customer journeys across digital platforms, identify pain points, and develop strategies to improve them.
• Create a comprehensive customer experience strategy aligned with business goals, tailored to different customer segments.
• Conduct UX audits, collaborate with UX/UI designers, and ensure digital products are user-friendly.
• Use customer feedback, behavioral data, and tools like A/B testing to provide actionable insights and drive continuous improvements.
• Ensure a cohesive customer experience across all digital channels and align online and offline interactions.
• Collaborate with various departments (marketing, product, IT) to align digital customer experience strategies and communicate value to senior management.
• Lead workshops, support teams through change management, and build internal capabilities for adapting to digital trends and customer expectations.
• Stay up-to-date with industry trends, advise clients on innovative practices, and recommend updates to strategies based on market developments.

The Successful candidate will have:

*If you feel you have the equivalent skills, please apply*

• Proven experience in customer experience (CX), digital strategy, UX/UI design, or related fields.
• Strong analytical skills with experience in data analysis and customer behavior insights.
• Expertise in digital tools, CRM platforms, and customer engagement technologies.
• Experience with omnichannel strategies and customer journey mapping.
• Excellent communication skills and ability to engage with stakeholders at all levels.
• Ability to manage change and drive continuous improvement.
• Up-to-date knowledge of digital trends, tools, and best practices.

We thank all applicants for their interest, but only those selected for an interview will be contacted.

BrokerLink is committed to providing an accessible environment. Accommodations are available on request for candidates taking part in the selection process.

BrokerLink is committed to creating and maintaining an inclusive environment which embraces our diversities and sees them as our strength! We want to foster a workplace that makes all our team members and customers feel welcome and appreciated.

Discover more about BrokerLink! Visit our new dedicated Webpage - https://www.brokerlink.ca/campaign/discover-brokerlink

At BrokerLink, we value diversity and are committed to creating an inclusive workplace that inspires each of us to be the best we can be. Join our team and make a difference!