Customer Success $90,000 jobs in Toronto, ON

The Opportunity

At Definity, we believe that a great employee experience is fundamental for all points throughout the employee lifecycle, and we’re committed to creating a positive, supportive, and engaging culture where all employees can thrive. As part of our Employee Experience team, you’ll be instrumental in shaping initiatives that elevate engagement, attract and retain talent, and foster a high-performing culture that reflects our Employee Promise of CARE: Collaborative, Ambitious, Rewarding, and Empowering.

We're looking for a strategic and results-oriented individual with a passion for project management and a talent for crafting engaging employee experiences. As an insight-driven advocate of people-centered design, you'll report to the Director, Employee Experience, and leverage your expertise in talent management, employee experience, and data-driven insights to design, lead and execute innovative solutions that elevate the employee journey at Definity.

What to Expect:

Employee Experience Programs

• Lead and collaborate with HR and business leaders on a variety of Employee Experience programs, including but not limited to Engagement, Listen Strategy, In-Office Experiences, and Employee Journeys (such as Onboarding, Offboarding, and Candidate Journeys).
• Develop, implement, and sustain impactful programs aligned with our Listen Strategy and Definity’s mission, vision and strategic goals.
• Provide input into Employee Experience strategy with the focus of building high performing, highly engaged teams.
• Act as a subject matter expert, advising senior leaders on talent management and employee experience strategies that align with business objectives.
Gather stakeholder feedback and analyze industry trends to refine our programs and drive continuous improvement.

Data & Insights

• Co-lead the employee survey platform (Qualtrics) to design and administer surveys, analyze employee feedback, and provide actionable recommendations.
• Develop and produce regular and ad-hoc reports, translating data into actionable insights to inform people strategy and continuous improvement efforts.
• Partner with HR Analytics to identify and measure key metrics impacting employee experience, engagement and performance and ensure that we’re continuously improving our programs.
• Create dashboards, reports, and presentations for senior leadership, effectively communicating data insights and recommended actions.
• Facilitate focus groups and peer discussions to gain deeper insights into areas for enhancing the employee experience.
Develop clear, actionable, and measurable employee experience models, journeys, and personas to shape current and future people programs, ensuring leaders and employees maximize the impact of our offerings.

Collaboration, Growth & Innovation

• Act as a peer coach to team members, building capacity within the team.
• Partner with teams across HR, Corporate Services, Technology, and Communications.
• Continuously monitor, evaluate, and refine existing programs to maximize their impact on our culture.
• Incorporate industry trends, best practices, and employee feedback into future initiatives.
Champion innovative ideas to enhance and support the employee experience.

What You Bring:

• Experience: 8+ years of experience in human resources, specializing in talent management, employee experience, organizational effectiveness, change management, people analytics, employee-centered design, consulting, human capital, customer experience and/or employee engagement.
• Education: Post-secondary education in human resources, psychology, organizational behaviour, business administration or a related field; CHRL designation is an asset.
• Data Analysis & Reporting: Advanced proficiency in data analysis and working with tools like Qualtrics. Proven ability to interpret data, build reports and deliver actionable insights to stakeholders.
• HR Systems & Technology: Experience managing HR tools and systems like Oracle. Advanced experience working with Microsoft Suite of products including PowerPoint and Excel.
• Stakeholder Management: Ability to influence and partner with senior leaders, balancing competing priorities and driving alignment across functions.
• Communication: Strong facilitation, coaching, and presentation skills with the ability to build trust and drive buy-in at all levels.
• Project Management: Exceptional project management skills with a proven ability to plan and implement large-scale projects.
• Strategic Thinking: Strategic Thinking in conjunction with practical implementation expertise (End to End Strategic Thinking and Operational Capability).
• Organization: Exceptional organizational skills, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
• Consulting & Coaching: Outstanding consulting and coaching skills, with experience leading large-scale change initiatives.
Passion: Genuine passion for creating meaningful solutions that enhance the employee experience.

Salary Range: $88,000-$138,000

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.

This position is being posted to fill an existing vacancy.

Interested in this role, but don’t meet every requirement? We encourage you to apply! We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team. We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just “nice to have” — they’re essential to our success.

What’s in it for you?

• Hybrid work schedule for most roles
• Company share ownership program
• Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

Go ahead and expect a lot — you deserve it.

It’s better here — but don’t take our word for it. Definity was named by Great Place to Work® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting accessibility@economical.com.

As part of Definity’s commitment to reconciliation, we acknowledge that our work, meetings, and travel take place on the lands now known as Canada, and recognize the enduring presence, wisdom, and stewardship of the First Nations, Métis, and Inuit peoples who have long cared for these lands.

Background checks

This role requires successful clearance of background checks (including criminal checks and leadership references).

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