Customer Experience Manager

Liberty Mutual Canada; Toronto; On-site; CAD 95,000 - 115,000; Full time

Job summary

An established industry player is seeking a skilled professional to oversee the development of complex technical workflows. This role involves collaborating with various teams to prioritize and improve customer experiences, ensuring that customer-centric principles are integrated throughout the organization. The ideal candidate will possess advanced analytical and project management skills, along with a strong background in customer experience best practices. Join a supportive and inclusive environment where your contributions will make a significant impact on the customer journey and overall business success.

Qualifications

• 8+ years of relevant experience in customer experience and project management.
• Strong communication skills to influence diverse audiences.

Responsibilities

• Lead cross-functional teams to enhance customer experience.
• Identify and implement improvements in customer journey.

Skills

Customer Experience Best Practices

Analytical Skills

Project Management

Communication Skills

Presentation Skills

Education

Bachelor’s Degree in Relevant Field

Advanced Degree (Preferred)

Tools

Jira

Job description

Department: Cyber Office of Underwriting

Location: Toronto, Calgary or Vancouver

Reports to: Director, Cyber Risk Engineering

Company Overview:

Liberty Mutual Canada is the Canadian operation of Liberty Mutual Insurance Company. We offer a broad suite of commercial insurance products and solutions to mid-size and large Canadian companies with Canadian, North American and/or multinational risks. Liberty Mutual Canada has over 250 employees and services its clients coast-to-coast from our regional offices in Vancouver, Calgary, Edmonton, Toronto, Montreal and Halifax.

At Liberty Mutual Canada, diversity is about all of us. Our promise to you is a culture that is collaborative, rewarding and empowering. We are committed to attracting and retaining employees across all dimensions of diversity and believe that recognizing, appreciating, and applying the unique insights, perspectives and backgrounds of each person cultivates an atmosphere of trust and respect. Diversity, Equity & Inclusion (DEI) is how we do business, and we’ll continue to invest in it to create a stronger global organization.

If you are unsure whether or not your experience matches every requirement below, we encourage you to apply anyway. We are looking for varied and diverse perspectives and experiences that we can add to our team!

The Opportunity:

Would you be interested in helping bring a large, complex technical workflow together? We, the Global Risk Solutions (GRS) Cyber Office of Underwriting (OOU), are looking for someone with experience overseeing the building of technical workflows from customer to close. You’ll do this bringing people together (customers, underwriting, information technology, data science, and project management to name a few). Come join a stable, supportive organization that knows progress happens when people feel secure!

Duties and Responsibilities:

• Help prioritize what to build when to achieve our strategic goals, monitor the ongoing status of those priorities at the development level (think Jira), identify when corrective action is needed, and coordinate that corrective action.
• As an advocate of the customer, identify, design and communicate areas of improvements to the customer experience, whether directly or indirectly, to enhance and continuously improve products and services to customers.
• Lead cross-functional project teams for highly visible and/or highly complex initiatives, representing the customer perspective.
• Provide recommendations, present, and influence actionable plans to address gaps in the customer experience, significantly impacting a large or complex operation or multiple functions.
• Mentor more junior team members and may direct work of others.
• Conduct the analysis and design of customer journey points or programs, impacting a large or complex operation and/or multiple functions, and implement changes to enhance the customer experience.
• Champion the customer experience, utilizing advanced methodologies to conduct primary and secondary research to uncover customer experience data points that influence and support customer-centric principles.
• Determine and define targeted areas for improvement and leverage advanced tools/practices to solve business needs.
• Collaborate with internal/external customers to articulate and translate the vision of the customer experience for targeted customer journey points or programs.
• Measure key performance indicators (KPI’s) of customer journey points or programs as applicable.
• Utilize deep knowledge of strategic business challenges and the most current customer research, journey maps, and playbooks to collect, consolidate, and analyze customer data points to produce metrics and identify areas for continuous improvement that support business goals.
• Clearly articulate, translate, and present the vision and strategy to business leaders.
• Create and design content or processes (e.g. letters, playbooks) adhering to customer-centric principles, ensuring consistency across the omni-channel customer experience.
• May direct the work of other team members in the creation of deliverables.
• Partner with and/or lead cross-functional teams as a customer advocate to integrate customer-centric principles and metrics into decisions on processes, products, and service offerings to improve the overall customer experience.
• Lead highly visible, sensitive, and/or highly complex initiatives.
• Actively seek and incorporate input from internal/external customers, stakeholders, and management into the customer experience roadmap while effectively negotiating tradeoffs of conflicting priorities based on value to the business and customer.
• Work directly or indirectly with frontline employees/management to deliver a superior customer experience.

Skills & Qualifications:

• Advanced knowledge of customer experience best practices and theories.
• Collaborative and demonstrated ability to work with people of diverse backgrounds. Strong oral and written communication skills required, able to depict complex ideas, issues and designs to influence varied audiences.
• Advanced analytical, project management, writing and presentation skills.
• Comfortable presenting recommendations to business leaders.
• Bachelor’s degree in a relevant field with a minimum of 8+ years relevant experience. Advanced degree preferred.

The target annual salary for this role is $95,000 – 115,000. Salary is commensurate with candidate experience.

Liberty Mutual Canada is committed to fostering an inclusive, accessible environment where all employees feel valued and supported. We are committed to building a workforce that is representative of the communities we operate in and serve. If you require an accommodation for the recruitment/interview process due to a disability (which may be invisible or visible, temporary or permanent), please let us know and we will work with you to meet your needs.