Client Experience Leader - Calgary

We are currently recruiting for a Client Experience Leader in Alberta .

Responsibilities

• Leadership & Team Development: Lead, coach, and mentor Commercial Account Managers, Assistant Account Managers, and Personal Lines teams through regular 1-on-1s, training, and workflow guidance.
• Operational Excellence: Oversee day-to-day servicing operations, conduct file reviews, QA checks, and renewal audits to ensure compliance, consistency, and E&O prevention.
• Systems & Reporting: Act as the EPIC system champion, ensuring strong utilization, data accuracy, reporting, and consistent workflows across teams.
• Performance Management: Monitor KPIs, service standards, renewal timelines, and retention metrics through EPIC reporting and dashboards.
• Client Support: Collaborate with Account Executives, Producers, and Claims Advocates, and engage directly with clients on complex accounts, escalations, or renewals when requ...