Director, CX Insights and Strategy

At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact, for our clients, our communities, and each other.

The Opportunity: At Equitable, we believe great things happen when we work together. We’re a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you’re passionate about making a difference and growing your career in an inclusive and collaborative environment, we’d love to hear from you. Our culture is built on care, passion and curiosity. We put people above all else, strive to be our best and welcome new ideas to deliver positive outcomes.

At Equitable, clients are at the center of everything we do. This opportunity puts you at the forefront of advancing our Fair Treatment of Clients (FTC) commitment by owning and evolving our enterprise Client Experience (CX) Insights and Strategy capability. As Director, CX Insights and Strategy, you will transform client feedback and experience data into clear, actionable insights that drive strategic decisions and meaningful improvements in client outcomes. You will shape the operating model, governance, and capabilities needed to sustain enterprise-wide impact, lead critical CX initiatives, and partner closely with senior leaders to ensure systemic experience issues are prioritized, addressed, and measured—helping Equitable continue to deliver on its purpose today and for the future.

Join one of the region’s top employers and be part of something that truly makes a difference

Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

What you’ll do

• Set the enterprise vision, standards, and governance for CX intelligence, including VOC, insights, research, and measurement frameworks.
• Own the enterprise CX insights strategy, integrating experience signals across multiple sources into a unified, decision‑ready view of the client experience.
• Translate complex data into clear insights, root‑cause hypotheses, impact assessments, and actionable recommendations for leaders.
• Design, operate, and continuously improve the closed‑loop Insights‑to‑Action model, ensuring feedback drives measurable change.
• Lead governance, prioritization, and executive decision‑enablement for enterprise CX risks, trade‑offs, and opportunities.
• Sponsor and lead high‑impact, cross‑functional CX initiatives from insight through execution, ensuring accountability and sustainable outcomes.
• Define outcome measures and benefits tracking to demonstrate CX impact on client experience and business performance.
• Deliver concise, executive‑ready storytelling that explains what’s happening, why it matters, and what’s changing.
• Build enterprise partnerships and enable CX maturity through shared standards, tools, and repeatable ways of working.

What you’ll bring

• Client-obsessed, outcomes-driven leader with a track record of improving client experience and translating feedback into measurable outcomes.
• Deep enterprise CX intelligence expertise, with the ability to synthesize multi-source signals (VOC, complaints, call drivers, operational and CX insights) into clear priorities, root causes, and recommendations.
• Demonstrates a strong bias toward execution, with the ability to translate strategy into action and drive initiatives through to completion.
• Demonstrates curiosity and a continuous learning mindset, with the ability to leverage AI and emerging tools to improve outcomes.
• Strong financial services and insurance acumen, including a solid understanding of the insurance lifecycle and how changes impact operations, distribution, product, marketing and communications, and risk and compliance.
• Proven ability to influence at the enterprise level, build alignment across business units, and work credibly with senior leaders and governance forums.
• Strong change management and initiative delivery capabilities, with the ability to lead cross-functional initiatives end-to-end and deliver sustained improvement

What’s in it for you

• Career Growth: Regular learning sessions and development opportunities
• Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pension matching
• Time Away: Competitive vacation plus one paid volunteer day each year
• Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approach

At Equitable, we’re committed to fair pay and an inclusive, accessible hiring experience. If you need accommodations or alternative formats at any stage, just reach out to us at View email address on ca.workus.org, we’re happy to help.

Your base pay will be based on your skills, qualifications, experience, and education. In addition to your salary, this role is eligible for a discretionary annual incentive award tied to business performance, plus a wide range of competitive benefits.

If you’re selected to move forward, our Talent Acquisition team will walk you through all the details of our total rewards program, so you know exactly what’s included.

Reports To: AVP, Client Impact & Sustainability

Department: Impact

Term: Permanent Full-Time

This position is open and we are excited to find the right person to join our team.

As part of the recruitment process, you will need to go through background screening, as per our company policy.