Customer Journey Lead - 2780

Customer Journey Lead - 2780

6-month contract (possible extension or conversion to full-time)

Fully remote or hybrid

Mon-Fri, 7.5 hours/day. EST preferred but can accommodate other Canadian time zones.

Description:

This role sits within the Customer team; their mandate is focused in 2 key areas:

1. Journey Management Embedment

• Contributing to the embedment of customer journey management practice within the organization

• This includes stakeholder engagement across various departments including claims, personal insurance, digital, IT, underwriting, and marketing.

• Helping instill a mindset within the organization by demonstrating the business value of ongoing customer journey management

• Liaising with TheyDo (our Journey Management platform) to understand new features and functionality and ensure all users are effectively using the tool.

2. Journey Mapping

• Outputting customer journey maps across various stages of the customer journey and various customer segments. Including feeding data and insights. Examples include

i. quote journey, purchase journey, service journey, etc. ii. claims journey (digital vs non-digital, auto claim, property claim, etc.) iii. journeys for specialized products such as boats or RV’s.

More mandate details:

• Support the CX initiatives by defining and implementing customer journey mapping to map and measure the end-to-end customer experience across all touchpoints, and all lines of business. This includes identifying gaps and providing solutions through collaboration across the business

• Help lead change by improving customer experience through meaningful data analysis, actionable customer insights and best practices

• Support key CX initiatives to represent the voice of the customer and drive change throughout the organization (i.e. workflow improvement, projects identified through root cause analysis, complaint reduction strategies, etc.)

• Proactive identification of areas of opportunity for data analysis and projects/initiatives

• Analysis of data and develop insights of opportunities to improve the customer experience by reducing pain points and enhancing the overall experience

• Delivery of recommendations to key stakeholders through reports and presentations

• Monitoring outcomes of any recommendations

Must-Haves:

• 3+ years' experience in customer and/or user journey mapping

• Experience in digesting customer experience data and conducting analysis to proactively driving insights

• Solid track record of driving change and/or delivering positive customer outcomes

• Effective stakeholder management • Strong presentation skills to report and influence change

Nice to have:

• Experience in insurance is an asset

• Experience with TheyDo is an asset