Customer Journey Lead - 2780

S I Systems; Montreal; Remote; CAD 70,000 - 90,000; Full time

Job summary

A leading technology consultancy in Montreal is seeking an experienced professional in customer journey management. The role focuses on embedding customer journey practices and analyzing data to enhance customer experiences. Ideal candidates will have over 3 years of experience in journey mapping, strong stakeholder management skills, and the ability to drive organizational change. This position offers a fully remote or hybrid work environment.

Qualifications

• 3+ years' experience in customer and/or user journey mapping.
• Experience analyzing customer experience data to proactively drive insights.
• Proven track record of driving change and achieving positive customer outcomes.
• Effective stakeholder management skills.
• Strong presentation skills to report findings and influence change.

Responsibilities

• Contribute to embedment of customer journey management practice.
• Create customer journey maps across various stages and segments.
• Analyze data to identify gaps and collaborate on solutions.
• Drive key CX initiatives to represent the voice of the customer.
• Deliver reports and presentations with recommendations.

Skills

Customer journey mapping

Change management

Stakeholder engagement

Data analysis

Presentation skills

Job description

6-month contract (possible extension or conversion to full-time)

Fully remote or hybrid

Mon-Fri, 7.5 hours / day. EST preferred but can accommodate other Canadian time zones.

Description:

This role sits within the Customer team; their mandate is focused on two key areas:

1. Journey Management Embedment

• Contributing to the embedment of customer journey management practice within the organization.
• This includes stakeholder engagement across departments such as 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 ensure all users are effectively utilizing the tool.

1. Journey Mapping

• Creating customer journey maps across various stages and segments, including data and insights. Examples: quote, purchase, service, claims (digital vs non-digital, auto, property), and specialized products like boats or RVs.
• Supporting CX initiatives by defining and implementing customer journey mapping to measure the end-to-end experience, identify gaps, and collaborate on solutions.
• Leading change by analyzing data, providing insights, and implementing best practices to improve customer experience.
• Driving key CX initiatives to represent the voice of the customer and promote organizational change (workflow improvements, root cause analysis projects, complaint reduction).
• Proactively identifying opportunities for data analysis and projects.
• Analyzing data to find opportunities to reduce pain points and enhance the experience.
• Delivering reports and presentations with recommendations to stakeholders.
• Monitoring the outcomes of implemented recommendations.

Must-Haves:

• 3+ years' experience in customer and/or user journey mapping.
• Experience analyzing customer experience data to proactively drive insights.
• Proven track record of driving change and achieving positive customer outcomes.
• Effective stakeholder management skills.
• Strong presentation skills to report findings and influence change.

J-18808-Ljbffr