Customer Experience Leader, Personal Insurance

Job Description

Customer Experience Leader, Personal Insurance

Join BrokerLink as a Customer Experience Leader to lead a highly engaged team in delivering outstanding customer service across our Personal Insurance portfolio. Work remotely or from our Solutions Drive – Halifax location on a permanent full‑time basis.

About the Role

In this role you will drive growth, develop business strategies, and ensure the highest quality of service. Key responsibilities include building and leadingfocused team, recruiting and staffing, coaching, and executing engagement action plans. You will collaborate with management and peers, manage cross‑functional projects, and maintain strong relationships with our key insurer partners while monitoring branch budgets.

In addition, you will analyze customer experience data, implement tools to enhance service, resolve escalated issues, and support marketing initiatives to increase brand awareness.

Responsibilities

• Build and lead a highly engaged team


• Drive growth and deliver outstanding customer experience


• Develop business strategies that drive outperformance


• Implement and execute plans through team collaboration and regional partnerships


• Recruit, staff, coach, and develop team members; conduct regular one‑on‑one meetings and succession planning


• Build and execute Engagement Action Plans to motivate staff and communicate company objectives


• Ensure service quality meets expected standards


• Examine customer experience and implement tools/programs to improve it


• Analyze and resolve service and sales problems; follow up on escalated client issues


• Maintain strong working relationships with key insurer partners


• Assist in preparing and monitoring branch operating and expense budgets

Qualifications

• General Level 2 or equivalent required


• Leadership and management experience in insurance brokerage operations


• Track record of leading highly engaged teams across multiple locations


• Experience leading in a hybrid environment


• Understanding of customer needs (internal and external)


• Strong communication and negotiation skills


• Team player and collaborator


• College or university degree in a related area or commensurate work experience


• Experience managing projects/initiatives with multiple stakeholders


• Analytical and problem‑solving abilities; ability to develop optimal solutions


• Required to travel within the region as needed

Benefits

• Flexible work arrangements


• Health and dental insurance benefits package


• Personal spending amount for healthy lifestyle


• Registered Retirement Savings Plan (RRSP) with company matching


• Employee Share Purchase Plan (ESPP) with matching contributions


• Flexible scheduling (Dress for your day)


• Competitive compensation with bonus and incentive plan (12% target, up to 200% potential payout)


• Employee discount program (Apple, Bell, Rogers, etc.)


• Paid Time Off, including personal, volunteer, study, jury duty, and at least 3 weeks of vacation per year


• Recognition as one of Canada’s best employers (Kincentric 2024)

Compensation

Base salary range: 83,700 – 102,300 CAD (35‑hour workweek). Salary determined based on experience, skills, qualifications, anticipated contribution, internal equity, and location. The range is an estimate for the majority of candidate profiles; applicants outside this range are encouraged to apply.

Equal Opportunity Employer

BrokerLink is committed to providing an accessible environment. Accommodations are available on request for candidates involved in the selection process. We do not provide sponsorship or other support for immigration‑related matters; candidates must be eligible to work in Canada.

We are committed to creating and maintaining an inclusive workplace that embraces our diversities and sees them as our strength. All applicants will be considered regardless of race, color, religion, sex, gender identity, sexual orientation, age, disability, or any other protected characteristic.