Driver Journey & Insights Manager

Element Fleet Management; Mississauga; On-site; CAD 99,000 - 137,000; Full time

Job summary

A leading fleet management company is seeking a Driver Journey & Insights Manager in Mississauga. In this role, you will optimize operational processes through driver journey mapping and insights, ensuring a superior client experience. Ideal candidates will have a Bachelor’s degree and experience in user experience research or journey mapping. A salary range of $99,200 to $136,400 annually is offered, reflecting individual skills and market factors. Enjoy a culture of innovation and comprehensive benefits.

Benefits

Comprehensive health and welfare benefits

Paid time-off programs

Culture of innovation and empowerment

Qualifications

• Bachelor’s degree in Business, Human-Centered Design, or related field.
• Experience in journey mapping or user experience research.
• Strong analytical and communication skills.

Responsibilities

• Create and maintain driver journey maps.
• Translate driver experiences into actionable recommendations.
• Collect and analyze driver insights for operational decisions.

Skills

Analytical skills

Communication skills

Storytelling skills

Ability to collaborate

Client needs balance

Problem-solving skills

Education

Bachelor’s degree in Business or related field

Tools

AI tools

Digital tools

Job description

Get started on an exciting career at Element!

Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business – delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team.

About the Role

We’re looking for a strategic, insight-driven leader to join our team as Driver Journey & Insights Manager. In this role, you will ensure operational decisions, process designs, and service improvements are grounded in real driver experiences while optimizing performance and cost efficiency. You will develop journey maps, document insights, and influence service design to support improved client experience, digital adoption, and reduced cost to serve.

What You’ll Do

• Create and maintain driver journey maps across all operational services.
• Translate driver experiences into actionable recommendations aligned with strategic priorities.
• Collect, analyze, and share driver insights to inform operational and service design decisions.
• Serve as a driver advocate across cross-functional projects to enhance satisfaction, safety, and efficiency.
• Build and refine driver personas to guide service design and align with go-to-market segments.
• Ensure personas and insights reflect evolving client and driver expectations.
• Lead digital enablement strategy for drivers to increase adoption of self-service tools.
• Manage key digital KPIs and conversion funnels tied to driver engagement.

Basic Qualifications

• Bachelor’s degree in Business, Human-Centered Design, Client Experience, or related field, or equivalent experience.
• Experience in journey mapping, persona creation, or user experience research.
• Strong analytical, communication, and storytelling skills.
• Ability to collaborate and influence in cross-functional environments.
• Demonstrated ability to balance client needs with operational efficiency.
• Experience applying AI and emerging digital tools to operations or client experience.

Preferred Qualifications

• Knowledge of automotive, fleet management, or transportation services.
• Experience supporting digital adoption initiatives in an operational environment.
• Ability to simplify complex insights for operational and executive audiences.
• Strong independent judgment and problem-solving skills.

Location

Current Location: Mississauga. Our Mississauga office will move to 1 Adelaide in Toronto in September 2026.

The hiring base salary range for this position is $99,200 to $136,400 annually. Actual compensation within this range will be dependent upon the individual’s knowledge, skills, experience, equity with other team members, and alignment with market data. Please note that the disclosed salary range is solely for candidates hired to perform work within this geographic location. Candidates hired to work in other locations will be subject to the pay range associated with that location.

What’s in it for You

• A culture of innovation, empowerment, decision-making, and accountability
• Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness (for qualified roles)
• Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays) (for qualified roles)

Applicants will be required to undergo a background check only if and after a conditional offer of employment has been extended.

Element Fleet Management and its wholly owned subsidiaries are an equal opportunity employer committed to diversity, equity, inclusion, and belonging. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, genetic information, sex, gender identity, sexual orientation, age, marital status, family status, ancestry, national origin, citizenship, physical or mental disability, veteran status, military obligations or any other characteristic protected by federal, state and local laws. Disability-related accommodations during the application and interview process are available upon request. Should you require an accommodation with our hiring process please send an email to [e-mail] or call [phone].