Description

As a Customer Success Consultant you will be accountable for collaborating with Securian Canada’s Customer Success team, and other business partners as required, to evolve service delivery excellence, service standards, and monitor key performance indicators (KPI) to help support their maintenance across the organization’s insurance value chain to deliver an industry leading and exceptional customer experience.  This includes identifying and generating solution recommendations for systemic business and customer service delivery issues, suggesting redesigning of processes and systems to enhance operational efficiency and effectiveness, developing reporting requirements to measure operational performance, leading project management activities for customer success initiatives in partnership with key stakeholders, as well as coordinating strategic change management initiatives, including training support.

You will also be responsible for providing weekly operational and project management performance updates to the Vice President – Claims & Customer Success and other members of the team.

What you will do

• Coordinate accountability for assigned Customer Success initiatives and projects, including weekly updates to the Customer Success team.
• Develop robust project management plans, coordinate internal project activities and meetings, and lead project management meetings to ensure Customer Success projects are successfully coordinated and executed.
• Identify potential project risks and determine appropriate risk mitigation strategies to ensure Customer Success projects are delivered on time, on budget, and within scope.
• Analyze operational performance data to identify potential service delivery issues.  Present recommendations to drive continuous improvement to the Customer Success and Service Delivery Leadership teams on proposed solutions.
• Conduct current state analysis assessments with internal stakeholders to understand business issues and associated root cause(s), to inform Customer Success recommendations, including Securian Canada’s Complaint Resolution Program.
• Support future state improvements to service delivery IT systems, including decision making on business priorities, processes, UAT and deployment.
• Demonstrate a keen interest in, and passion for, evolving Securian Canada’s Customer Success function to support the organization in becoming a best-in-class insurance carrier that provides its customers with a memorable and industry leading experience.

What you will bring

Why join?

When you’re a part of Securian Canada, you’re a member of an agile and innovative, high-performing, bright-thinking, make-things-happen culture – so that together, we can discover the art of possible.

At our company, we see your potential on day one and challenge you to grow your unique strengths as you create a career filled with opportunity, collaboration, and purpose.

You’ll also be part of a team that’s committed to diversity, equity, and inclusion, and who values diverse perspectives, so that you can be the person you want to be – both in, and outside, work.

Securian Canada offers a competitive total rewards program with a variety of perks and benefits, including :

to help pay for a wide range of wellbeing services that are meaningful to you;

If you have at least 70% of the qualifications we're looking for, want to work in a fast-growing, leading and progressive company, and feel driven to help Canadians and their families build secure futures – we want to hear from you!

Take the first step in building your future with Securian Canada. Apply now.

Securian Canada is committed to providing a barrier-free work environment and equal access to employment for all qualified applicants. As such, upon request, Securian Canada will work with applicants that require reasonable accommodations during the recruitment process. Please contact [email protected] for accommodation requests. All information shared during any accommodation request process will be stored and used only in a manner that is consistent with applicable laws and Securian Canada / Canadian Premier Life Insurance Company policies.

Who we are – and who we’re here for

We’re here for all Canadians and their families – however they define family. Our practical, life-ready insurance and protection solutions are designed to help provide financial security, so that Canadians can spend more time making every moment count.

For more than 65 years, we’ve been giving Canadians the confidence to face life’s uncertainties. With offices in Toronto, Montreal, Burnaby, Waterloo and Winnipeg, Securian Canada brings together strong local roots and expertise, a North American footprint, and a global perspective – all while innovating at the speed the markets we serve expect.

Together with our U.S. parent company, Securian Financial, we are a leading insurance provider in the Canadian Financial Institution and Association & Affinity markets. We offer insurance solutions built with genuine care – providing specialized experiences to those we serve.

What we do every day to be our very best

Every day at Securian Canada means a day spent helping Canadians and their families build secure tomorrows. We’re agile and innovative, and we aren't afraid to challenge and create, or bring diverse perspectives to our work.