Customer Experience & Journey Mapping Specialist – Insurance

Recruit Action inc.

Markham

Hybrid

CAD 68,880 - 74,390

Full time

14 days+

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Job summary

A recruitment agency based in Markham is seeking a Customer Experience & Journey Mapping Specialist for a strategic contract role. This position focuses on improving customer experience through journey mapping and requires expertise in stakeholder engagement and CX analytics. The role offers a full-time 6-month contract with the possibility of extension or conversion. Remote or hybrid working arrangements are available.

Qualifications

3+ years of experience in customer and/or user journey mapping.
Experience in the insurance industry is an asset.
Proven ability to analyze customer experience data and extract actionable insights.

Responsibilities

Contribute to customer journey management practices.
Liaise with departments to build customer journey value.
Create journey maps for various customer segments.

Skills

Customer journey mapping

Stakeholder engagement

CX analytics

Data analysis

Presentation skills

Tools

TheyDo

Job description

Customer Experience & Journey Mapping Specialist – Insurance

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Customer Experience & Journey Mapping Specialist – Insurance

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Join to apply for the Customer Experience & Journey Mapping Specialist – Insurance role at Recruit Action inc.

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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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