Customer Experience Management Specialist - Hybrid

Position: CUSTOMER EXPERIENCE MANAGEMENT SPECIALIST - HYBRID
WHO WE ARE
When it comes to health, we’re always looking for waysto push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her healthby forgoing her own medicine to pay for her sick daughter’s prescription. Heknew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and Green Shield was born as a non-profit with a missionto support better health for all Canadians.

We aren’t just a health and benefits company. We’rethe only non-profit social enterprise that brings worlds of coverage andcare together, all in one place.

We’re noble challengers, purposefully building a betterway and we need the best people to help us create a more holistic approach thattakes care of the mind and body.

Our mission is to create better health for all Canadians, and we know that starts with our employees.

THEROLE IN A NUTSHELL
Base Salary:  CAD $59,383.

THE ROLE IN A NUTSHELL
Reporting to the Supervisor, Customer Service Operations, The Customer Experience Management Specialist serves as the primary point of contact for complex member concerns requiring specialized supportbeyond the frontline Contact Centre. Taking full ownership of each case from initial contact through resolution, this role is responsible for delivering exceptional service while ensuring members receive timely, accurate, and compassionate support.

In addition to managing live transfers, the Customer Experience Management Specialist proactively contacts members who provide feedback through post-interaction surveys to better understand their experience, resolve outstanding concerns, and build confidence in Green Shield'sservice.

Working within established policies,procedures, and service standards, the Customer Experience Management Specialist collaborates with internal business partners—including Claims, Drug Authorization, Contact Centre Operations, and other operational teams to investigate issues, coordinate solutions, and communicate outcomes to members.

This role also plays a critical part in supporting organizational improvement by ensuring every member interaction isaccurately documented and categorized. Through consistent, high-quality datacapture including escalation drivers, root causes, avoidable versus unavoidableissues, and resolution outcomes— The Customer Experience Management Specialist provides the information needed to identify trends and support business decisions.

The Customer Experience Management Specialist works closely with Supervisor, Customer Service Operations by maintaining accurate case records, identifying recurring member concerns, and contributinginsights that support coaching, process improvements, and initiatives designed to enhance the overall member experience.

WHO WE'RE LOOKING FOR
WHAT WE ARE LOOKING FOR

Experience in a contact centre or member service environment managing complex customer interactions.

Demonstrated experience handling escalated or sensitive member concerns.

Strong conflict resolution and de-escalation skills.

Excellent written and verbal communication skills.

Strong analytical thinking and sound decision-making abilities.

Exceptional attention to detail with the ability to maintain accurate documentation.

Proven ability to work independently while managing multiple priorities.

Strong organizational and case management skills.

Ability to collaborate effectively with cross-functional teams.

NICE TO HAVE

Experience in health benefits, insurance, or claims administration.

Experience with case management or complaint resolution.

Experience working with reporting or operational data.

Bilingual (English/French).

THE CULTURE
We believe a career should be meaningful. Not just ameans to earn a living. Our culture is one where everyone's voice is heard andvalued. Because that’s what it takesto create better health for all. We dare to challenge the status quo. And we’redriven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself.

That’s why we provide aplace where you can be inspired, challenged, and rewarded.

Where your growth means our growth.

Where your…