Digital Client Experience Specialist

Location:

Hybrid in Kingston or Toronto (York Mills)
Please note the base salary will be determined by the successful candidate's education, skills and experience. The listed salary range serves as a general pay guideline for this position's pay level.
Our hiring process includes AI screening for keywords and minimum qualifications. Recruiters review all results.
Empire Life is looking to hire a Digital Client Experience Specialist to join our Marketing team! We are actively seeking candidates to fill a current, open position.
The total target compensation (TTC) range, including salary and target bonus, is $79,200 - $126,500. This TTC range is applicable to permanent roles only. The actual base salary offered within this range will be determined by the successful candidate’s skills and experience, as well as internal equity.
Why pursue this opportunity
The environment - we understand the importance of work-life balance and strive to provide a supportive work environment that allows our employees to achieve both personal and professional goals.
Impactful work - get the opportunity to work on meaningful projects that have a positive impact on our customers, our company, and society as a whole.
The opportunity - collaborate with cross-functional teams and work on a variety of projects that will keep you engaged and continuously learning.
Hone your skills - this is an opportunity that allows for you to grow your technical, and functional skills.
What you’ll be working on
Maps, maintains, and continuously optimizes end-to-end user journeys for Plan Members, Plan Administrators (PAs), and Advisors across both Group Benefits and Group Retirement Savings lines of business.
Acts as a solutions-driven client experience steward, representing the end-to-end customer experience across all lines of business whenever digital or non-digital experience enhancements are being developed.
Manages and optimizes existing web portal and mobile application user experiences, ensuring digital tools remain functional, intuitive, and aligned with client needs.
Owns, defines, aligns, and continuously amends client personas (for Plan Members, Plan Administrators, and Advisors) across lines of business, ensuring persona insights and journey maps seamlessly inform and guide deliverables produced by our shared services team and web/portal development
Collaborates closely with the Digital Product Owner to solution, prioritize, and support the broader strategic management of all Group Solutions digital assets.
Serves as the primary liaison and key point of contact into the centralized Shared Services design team, translating user journey insights and business requirements into actionable briefs for graphic/UI designers.
Utilizes journey mapping and wire framing tools such as Lucidchart and Figma to visualize user flows, process diagrams, information architecture, and experience concepts without acting as a primary graphic designer.
Acts as a strategic brand guardian across digital channels, ensuring tone, key messaging, visual standards, and value propositions remain consistent, caring, and compliant across all touchpoints.
Conducts research analysis, voice-of-customer (VOC) feedback gathering, and user data evaluation to identify friction points, customer needs, and market trends.
Identifies, recommends, and implements digital experience enhancements and process improvements to increase engagement, usability, and digital adoption.
Works cross-functionally with product managers, developers, marketers, legal, compliance, and operational leaders to ensure experience solutions align with technical constraints and business objectives.
Executes digital marketing and journey strategies deployed through web, mobile app, email, and digital…