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Empire Life

Digital Client Experience Specialist

ON, Canada
Ontario, Canada, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 8, 2026
Posting language: English
Posted: Oct 9, 2026

Original job description

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.

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.

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.

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 wireframing 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 channels to ensure alignment with Group Solutions growth and retention goals.
Measures, tracks, and reports performance metrics (KPIs, engagement rates, analytics) for digital journeys and app/portal experiences to drive continuous optimization.
Contributes to the development of business cases, cost-benefit analyses, and strategic briefs for proposed digital experience enhancements.

What we’re looking for you to have

Completion of post-secondary education with a focus in Digital Marketing, Business, Information Technology, or a related field.
3+ years of experience in digital marketing, digital product support, or user experience/journey mapping, ideally within the financial services, insurance, Group Benefits, or Group Retirement industries.
Proven experience in mapping customer journeys, developing user personas, and creating process flows using tools like Lucidchart, Figma, or similar journey mapping software.
Strong familiarity with web portal management, mobile app ecosystems, and digital product administration.
Demonstrated ability to collaborate effectively with Digital Product Owners, developers, and centralized creative/design teams.
Hands-on proficiency with tools like Figma and Lucidchart for conceptualizing user journeys, wireframes, and process architecture (formal graphic design expertise not required).
Knowledge of web analytics tools (e.g., Google Analytics, Google Data) to track digital adoption and user engagement metrics.
Strong understanding of digital marketing principles, brand positioning, and customer-centric communication strategies.
Familiarity with Agile methodologies, product backlogs, and cross-functional sprint environments.
Outstanding problem-solving, analytical, and process-mapping capabilities with a solutions-oriented mindset.
Excellent written, editing, proofreading, and verbal communication skills with the ability to articulate client needs to technical and non-technical stakeholders.
Strong organizational and project management skills to balance multiple touchpoints and priorities across lines of business.
If you are applying for a position which is open to applicants across Canada, unless otherwise indicated in the position, language proficiency in English is required for communicating with customers, advisors, or employees across Canada.

Beyond the salary

For permanent full-time positions, Empire Life offers a comprehensive total rewards package that includes:

Hybrid work model
Competitive salaries with annual pay increases
Annual bonus program, which recognizes both strong company performance and individual contributions, for non sales positions
Access to learning & development programs, and education/tuition reimbursement (role dependent), to support your professional growth and career advancement.
Competitive uncapped commission, for sales positions
A comprehensive employer-funded benefits package starting from day one of employment, that includes life insurance, health and dental and a generous health account
Flexible work arrangements and an annual allotment of personal health days.
Four weeks annual vacation from hire date
A defined contribution pension plan with generous employer matching
Top up programs for parental leave and compassionate leave
Employer-sponsored wellness and recognition programs
A cash employee referral program

To learn more about working at Empire Life, visit https://www.empire.ca/workatempire.

Get to know us

Empire life is proud to be an equal opportunity employer. We celebrate diversity, are committed to creating an inclusive environment, and welcome everyone to participate in our application process. We encourage those of all backgrounds and experiences to apply, even if you don't believe you meet each unique qualification outlined. Applicants will receive equal consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or age.

Empire Life is proud to be an equal opportunity employer, dedicated to building an inclusive and barrier-free workplace. We welcome applications from people with disabilities and are committed to providing accommodations at any stage of the recruitment process. If you require a specific adjustment to help you present your best self, please let us know - we are happy to work with you. If you need this job posting in an alternative format or have any accessibility questions, please contact recruitment@empire.ca.

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More about this job

Responsibilities

Map and optimize end-to-end digital journeys, personas, and experiences for plan members, administrators, and advisors across Group Benefits and Group Retirement Savings. Coordinate with product, design, development, marketing, and other teams to deliver consistent digital experiences, measure performance, and recommend improvements.

Requirements

Requires post-secondary education in digital marketing, business, information technology, or a related field, plus at least three years of relevant digital marketing, product support, or user experience experience. Candidates should have experience with journey mapping and personas, Figma or Lucidchart, web and mobile platforms, analytics, Agile collaboration, and strong communication and organizational skills.

Skills

Customer Journey Mapping
User Persona Development
User Experience Optimization
Digital Marketing
Web Portal Management
Mobile App Management
Figma
Lucidchart
Web Analytics
Voice Of The Customer Research
Brand Management
Agile Methodologies
Product Backlog Management
Process Mapping
Project Management
Cross-Functional Collaboration

Benefits

Hybrid Work Model
Annual Pay Increases
Annual Bonus Program
Learning And Development Programs
Education And Tuition Reimbursement
Employer-Funded Life Insurance
Health And Dental Benefits
Health Spending Account
Flexible Work Arrangements
Personal Health Days
Four Weeks Of Annual Vacation
Defined Contribution Pension Plan With Employer Matching
Parental Leave Top-Up
Compassionate Leave Top-Up
Wellness Programs
Employee Recognition Programs
Employee Referral Program

Visa sponsorship

Not detected in the job text

Keywords

Digital Marketing
Digital Product Support
User Experience
Customer Journey Mapping
User Personas
Lucidchart
Figma
Web Portals
Mobile Applications
Google Analytics
Voice Of The Customer
Information Architecture
Wireframing
Brand Positioning
Digital Adoption
Customer Engagement
Agile Methodologies
Product Backlogs
Cross-Functional Collaboration
Group Benefits
Group Retirement Savings
Financial Services
Insurance
Key Performance Indicators
Process Improvement
Business Case Development

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