Client Experience Leader - Calgary

Client Experience Leader – a key leadership role influencing both Commercial and Personal Lines service teams in Alberta.

Responsibilities

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