Customer experience lead Insurance

NBC; Montreal; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading Canadian insurance company in Montreal seeks a Customer Experience Lead to enhance customer journeys and drive satisfaction through collaborative strategies. The role demands strong experience in customer experience management and a university degree, with a focus on building relationships with stakeholders. You'll enjoy competitive benefits and a commitment to inclusivity and employee wellness.

Benefits

Health and wellness program

Flexible group insurance

Generous pension plan

Employee Share Ownership Plan

Employee and Family Assistance Program

Preferential banking services

Telemedicine service

Virtual sleep clinic

Qualifications

• Minimum 5 years in customer experience management, ideally in insurance/financial services.
• Strong understanding of complex customer journeys and CX design.
• Excellent communication and presentation abilities.

Responsibilities

• Define the customer experience vision and strategy.
• Identify touchpoints and improve the customer experience.
• Collaborate with teams to design omnichannel journeys.

Skills

Agile Methodologies

Communication

Problem Solving

Project Planning

Emotional Intelligence

Education

University degree in a related field

Job description

Attendance

Hybrid

Job number

27025

Category

Senior Professional

Status : Permanent

Type of Contract

Permanent

Schedule : Full-Time

Full Time / Part Time?

Full-Time

Posting date

20-Jun-2025

Location : Montreal, Quebec

City

Montreal

Province / State

Quebec

Area(s) of interest : Project management and agile methodology

A career as a Customer Experience Lead at National Bank Insurance is an opportunity to play a key role in the sector’s growth by influencing the customer journey, products, and marketing. The role focuses on delivering a positive and seamless experience at every touchpoint to increase satisfaction, loyalty, and advocacy. This position allows you to make a meaningful impact on our organization through your customer-centric mindset, understanding of the business model, and ability to build strong, collaborative relationships with internal partners.

Your Role :

Define the customer experience vision and strategy across all insurance journeys (from discovery to enrollment and throughout the lifecycle).

Identify and analyze touchpoints along the customer journey. Detect pain points and opportunities to improve the experience. Collaborate with cross-functional teams to implement concrete improvements.

Work with product, digital, marketing, and customer service teams to design consistent omnichannel journeys

Promote the importance of customer experience within the organization and foster a customer-centric culture. Build and maintain strong relationships with key stakeholders.

Act as the guardian of the customer experience and monitor customer performance indicators (NPS, CSAT, CES, etc.).

Your Team :

The Insurance sector is a team of specialists who collaborate in a human and proactive way to protect our clients at all times. Your team is responsible for the business strategy, including product management, customer experience, net growth, and the sector’s transformation vision, specifically digital distribution. This mission is supported by data, a deep understanding of customer needs, closer alignment with the financing and credit card value chains, and knowledge of our business capabilities and strategic alliances.

We offer a wide range of continuous learning opportunities for your development, including hands-on training, courses, and collaboration with colleagues from diverse backgrounds and expertise. We strive to be an inclusive company that values all employees. Banque Nationale stands out for its many initiatives promoting inclusion, making it a Canadian leader in diversity.

Requirements :

University degree in a related field and a minimum of 5 years of relevant experience in customer experience management, ideally in the insurance or financial services sector.

Strong understanding of complex customer journeys and CX design.

Solid decision-making, analytical, and problem-solving skills, along with excellent communication and presentation abilities.

Strong organizational skills and the ability to manage multiple projects simultaneously while meeting established timelines.

Languages : French

Skills

Agile Methodologies Budget Management Business Impact Analysis Change Management Communication Driving Results Emotional Intelligence Key Performance Indicators Negotiation Organization Skills Problem Solving Project Governance Project Planning Risk Management Stress Management

Your benefits

In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.

• Health and wellness program, including many options
• Flexible group insurance
• Generous pension plan
• Employee Share Ownership Plan
• Employee and Family Assistance Program
• Preferential banking services
• Opportunities to get involved in community initiatives
• Telemedicine service
• Virtual sleep clinic

These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family.

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.

We're putting people first

We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on peoples' lives. Our core values of partnership, agility, and empowerment inspire us,and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees.

We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during your first conversations with us. We welcome all candidates! What can you bring to our team?

Come live your ambitions with us!