Head of Client Experience at AON Plc - Canada

Quito, O'Higgins Region, Ecuador -

Full Time

Start Date

Immediate

Expiry Date

18 Jul, 26

Salary

0.0

Posted On

19 Apr, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer experience strategy, Customer success, Customer operations, NPS, CSAT, Data analysis, Stakeholder management, Onboarding management, Strategic planning, Insurance industry knowledge, Financial services, Team leadership, Process improvement, Agile methodologies, Relationship management, Reporting

Industry

Financial Services

Description

Head Client Experience Are you looking to expand your professional experience? Would you like to join a dynamic and inclusive team? This opportunity is waiting for you! This is a hybrid role with the flexibility to work virtually and from our city offices. Location Argentina, Chile, Colombia, Ecuador, Peru and Uruguay. Aon is in the business of better decisions At Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization, we are united through trust as one inclusive team, and we are passionate about helping our colleagues and clients succeed. What the day will look like The Customer Experience Manager is responsible for designing and leading an extraordinary experience for our customers, from onboarding to ongoing service and renewal. Define and take ownership of the customer experience overview and roadmap across all touchpoints (onboarding, service delivery, renewals, partner concerns). Continuously map and improve customer journeys for key segments (e.g., key accounts, midmarket, strategic partners). Develop and supervise key customer experience indicators (NPS, CSAT, retention, time to resolution, onboarding satisfaction, etc.) Collaborate with Product, Operations, and Sales to integrate customer feedback into product features, processes, and policies. Act as the primary point of contact for insurance partners on issues related to service, operation, and expertise. Establish joint service standards, critical issue paths, and governance forums (e.g., quarterly business reviews). Design and execution of the key account onboarding experience, ensuring a smooth and timely transition from selling to steady-state service. Design dashboards and reports to provide access to customer experience performance for both management and interested parties. How this opportunity is different Aon offers you a flexible work with a hybrid methodology, you can work from the comfort of your home or in an office where you will meet a team that lives in a warm and friendly work environment, as well as the opportunity to grow vertically and/or horizontally. Skills and experience that will lead to success Minimum 15 years of progressive experience in customer support, customer success, or customer operations roles. Previous experience in insurance, affinity, bank assurance, employee benefits, financial services, and fintech/insurtech. Demonstrated track record of building and leading high-performing service teams or customer success. Demonstrated experience handling complex external partnerships (e.g., insurers, TPAs, or strategic suppliers). Hands-on has experience implementing onboarding or implementation programs for key or enterprise accounts. Agile@scale fundamentals is a plus point. How we support our colleagues In addition to our comprehensive benefits package, we encourage an inclusive workforce. Plus, our agile environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions for our colleagues as well. Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued. Aon values an innovative and inclusive work environment where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace. Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard. If you would like to learn more about the reasonable accommodations we provide, email a ReasonableAccommodations@Aon.com #LI-AE1 2575786

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Responsibilities

The Head of Client Experience is responsible for designing and leading the end-to-end customer journey, from onboarding to ongoing service and renewals. They will define the customer experience roadmap, monitor performance metrics, and collaborate with cross-functional teams to integrate feedback into product and service improvements.