Customer Journey Lead

This is a hybrid/remote role
Competitive pay rate
Working days: Monday - Friday


Advantages
- Gain experience working for a well-known insurance company
- Strong potential of extension/ conversion into permanent opportunity
- 6 month contract
- Start ASAP
- Hours are Mon-Fri, 7.5 hours/day. EST preferred but can accommodate other Canadian time zones.

Workers placed through Randstad are eligible for preferred rates on health, dental, and life insurance. This Value-add program will provide a wide range of options to suit your needs.


Responsibilities
This role sits within the Customer team. The 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 company 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.

• 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

Qualifications
Requirements:
• 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
• Experience in insurance is an asset
• Experience with TheyDo is an asset

Summary
If you are interested in the Customer Journey Lead role, please apply online at www.randstad.ca.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.