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VP, Client Experience
Iliana Arapis is a seasoned communications, marketing executive with 20+ years of experience in the insurance sector, spanning property and casualty and professional liability domains. As Vice President of Client Experience (since 2020) at Pro-Demnity Insurance Company, (the leading provider of liability insurance to architectural practices in Ontario), she lead the strategic development and execution of customer engagement, marketing and communications initiatives. Her role is pivotal in shaping Pro-Demnity’s brand awareness, aligning it with market growth, revenue targets, experience KPIs, and business goals.
Iliana is known for her strategic communication planning, and stakeholder engagement expertise. She brings a personable and enthusiastic approach to customer experience inititaives, fostering a culture of collaboration and excellence.
CX Strategy Leadership: Spearheaded the development of Pro-Demnity’s 2025–2030 Client Experience Strategy, including the CX/MarComm roadmap, CRM platform integration, and omnichannel support models, elevating the company’s CX maturity to Stage 3 (“Committed”) on the CXPA / mcorp framework.
Voice of the Customer (VOC) Expansion: Led the expansion of listening posts and feedback mechanisms using the Qualtrics platform, enabling deeper insights into client needs with the intention of improving service delivery across underwriting, claims, and risk services.
Digital Transformation:Planning the implementation of Agentic AI pilots on the company website and modernizing telephony and online systems to enhance client self-service and conversational analytics.
Operational Excellence: Delivered the “2024 Key Figures” annual update, including financial narratives, CX performance metrics, and strengthened operations content for stakeholder reporting.
Culture, Values & Team Building: Championed the creation of company values and advocating for leadership training rooted in client experience (CX). Actively supports organization-wide initiatives that promote Diversity, Equity, Inclusion, and Belonging (DEIB), with a strong emphasis on employee engagement.
Content Strategy & Storytelling: Curated and edited Pro-Demnity’s podcast and client storytelling series, enhancing brand engagement through strategic narrative placement and editorial refinement.
Prior to joining Pro-Demnity, Iliana held senior roles at Allianz Worldwide Partners, The Michener Institute of Education at UHN, and Transamerica Life Canada. Her academic background includes a Master of Arts (History) from Queen’s University, an Honours Bachelor of Arts (History and Sociology) from the University of Toronto, and a Certificate in Corporate Communications from Seneca College.
She enjoys tennis, golf, billiards, yoga/pilates, travel, reading, Netflix/Apple binging, walking the dog and learning new skills with her family. Iliana volunteers in her community serving as an active parent on a numberof school councils, including as Chair (2014-2016), and currently leads the school board policy review committee at the local high school (2024-current).
Iliana is a member of the CXPA (Toronto Chapter) and the IABC (International Association of Busines Communicators - Toronto chapter.) She is an Accredited Business Communicator since 2009.
