Customer Experience & Journey Mapping Specialist – Insurance
Strategic contract role in the insurance industry focused on customer experience and journey mapping. Apply your skills in journey management, stakeholder engagement, and CX analytics in a collaborative, hybrid-friendly environment. Leverage tools like TheyDo to drive customer-centric change across business lines.
What is in it for you:
• Salaried: $50-54 per hour.
• Incorporated Business Rate: $55-60 per hour.
• Full-time position: 37.50 hours per week.
• 6-month contract with potential for 12-month extension or full-time conversion.
• Remote or hybrid work arrangement. Full-time conversion may require in-office presence at least 2 days per week.
Responsibilities:
• Contribute to the embedment of customer journey management practices across the organization.
• Liaise with departments across the business to build a mindset focused on customer journey value.
• Act as a key contact for TheyDo (Journey Management platform) to ensure effective tool usage.
• Create journey maps for various customer segments and stages (e.g., quote, purchase, claims).
• Integrate customer insights and data into journey maps to reveal actionable improvements.
• Support CX initiatives by mapping and measuring end-to-end customer experience.
• Identify experience gaps and recommend solutions in collaboration with cross-functional teams.
• Deliver presentations and reports that influence change and stakeholder decisions.
• Monitor the impact of implemented CX initiatives and provide ongoing recommendations.
• Analyze data to proactively identify pain points and elevate the overall customer experience.
What you will need to succeed:
• Experience in the insurance industry is an asset.
• Experience with TheyDo is an asset.
• 3+ years of experience in customer and/or user journey mapping.
• Proven ability to analyze customer experience data and extract actionable insights.
• Strong track record of delivering improved customer outcomes and driving business change.
• Effective stakeholder management across multiple business functions.
• Strong presentation skills to report findings and influence decision-making.
Why Recruit Action?
Recruit Action (agency permit: AP-2504511) provides recruitment services through quality support and a personalized approach to job seekers and businesses. Only candidates who match hiring criteria will be contacted.
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