When it comes to health, we’re always looking for waysto push for better. So, he introduced North America’s firstprepaid drug plan, and GreenShield was born as a non-profit with a missionto support better health for all Canadians. We’rethe only non-profit social enterprise that brings worlds of coverage andcare together, all in one place.

We’re noble challengers, purposefully building a betterway and we need the best people to help us create a more holistic approach thattakes care of the mind and body. Our mission is to create better health for allCanadians, and we know that starts with our employees.

Base Salary: CAD $59,383.00 - 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 to investigate issues, coordinate solutions, and communicate outcomes to members. 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.

Experience in a contact centre or member service environment managing complex customer interactions. Proven ability to work independently while managing multiple priorities. Strong organizational and case management skills.

Experience in health advantages, insurance, or claims administration.

Experience with case management or complaint resolution.

Experience working with reporting or operational data. Bilingual (English/French). Being intentionally inclusive of diversebackgrounds, perspectives and experiences will enhance our company culture topositively impact how we support our communities.

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

GS supports diversity, equity andinclusion in our teams and communities, and we value the unique contributionsmade by all. We encourage applications fromall candidates and will accommodate needs under human rights legislationthroughout all stages of the recruitment and selection process. Providing this information givesGS consent to use your personal information to assess your suitability forspecific positions, future opportunities or for your personnel file.

Information may be stored outside of Canada and could be used foraggregate 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. #

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