WHO WE ARE
When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughter’s prescription. He knew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and GreenShield was born as a non-profit with a mission to support better health for all Canadians.

We aren’t just a health and benefits company. We’re the only non-profit social enterprise that brings worlds of coverage and care together, all in one place.
We’re noble challengers, purposefully building a better way and we need the best people to help us create a more holistic approach that takes care of the mind and body.
Our mission is to create better health for all Canadians, and we know that starts with our employees.

THE ROLE IN A NUTSHELL
Base Salary: CAD $51,383.00 - 79,261.00

Reporting to the Supervisor, Customer ServiceOperations, The Customer Experience Management Specialist serves as the primarypoint of contact for complex member concerns requiring specialized supportbeyond the frontline Contact Centre. Taking full ownership of each case frominitial contact through resolution, this role is responsible for deliveringexceptional service while ensuring members receive timely, accurate, andcompassionate support.
In addition to managing live transfers, the CustomerExperience Management Specialist proactively contacts members who providefeedback through post-interaction surveys to better understand theirexperience, resolve outstanding concerns, and build confidence in GreenShield'sservice.
Working within established policies,procedures, and service standards, the Customer Experience ManagementSpecialist collaborates with internal business partners—including Claims, DrugAuthorization, Contact Centre Operations, and other operational teams toinvestigate issues, coordinate solutions, and communicate outcomes to members.




This role also plays a critical part insupporting organizational improvement by ensuring every member interaction isaccurately documented and categorized. Through consistent, high-quality datacapture including escalation drivers, root causes, avoidable versus unavoidableissues, and resolution outcomes— TheCustomer Experience Management Specialist provides the information needed toidentify trends and support business decisions.
The Customer Experience Management Specialistworks closely with Supervisor, Customer Service Operations by maintainingaccurate case records, identifying recurring member concerns, and contributinginsights that support coaching, process improvements, and initiatives designedto enhance the overall member experience.

WHO WE'RE LOOKING FOR
WHAT WE ARE LOOKING FOR

Experience in a contact centre or member service environment managing complex customer interactions.

Demonstrated experience handling escalated or sensitive member concerns.

Robust conflict resolution and de-escalation skills.

Excellent written and verbal communication skills.

Strong analytical thinking and sound decision-making abilities.

Exceptional attention to detail with the ability to maintain accurate documentation.

Proven ability to work independently while managing multiple priorities.

Strong organizational and case management skills.

Ability to collaborate effectively with cross-functional teams.

Bilingual (English/French).

NICE TO HAVE

Experience in health benefits, insurance, or claims administration.

Experience with case management or complaint resolution.

Experience working with reporting or operational data.

THE CULTURE
We believe a career should be meaningful. Not just a means to earn a living.



Our culture is one where everyone's voice is heard and valued. Because that’s what it takes to create better health for all. We dare to challenge the status quo. And we’re driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. That’s why we provide a place where you can be inspired, challenged, and rewarded.
Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.
We believe our people are critical to our overall success. Inclusivity makes us a stronger, smarter and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isn’t just about personal achievements, it's about making adifference together.
Here’s to Better Health for All!

A FEW MORE DETAILS
Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language. By requiring English proficiency for this position, we aim to ensure that our employees can excel in their roles, collaborate, and communicate effectively, and contribute to the success of our organization.

GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all.

Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification).

AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.

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📌 BILINGUAL CUSTOMER EXPERIENCE MANAGEMENT SPECIALIST-HYBRID (Ontario)
🏢 Green Shield Canada (GSC)
📍 Ontario