Manager, Customer Journey & Experience Design

Allshores; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

Allshores invites a seasoned Manager, Customer Journey and Experience Design to shape meaningful experiences for customers, brokers, partners and employees. You will translate research into actionable improvements and drive the journey management practice across the organization.

You will map end-to-end journeys, lead cross-functional programs, and coach a growing team, using journey maps and service blueprints to deliver measurable impact with a strong focus on usability and accessibility.

Qualifications

• Minimum five years in customer experience or journey management.
• Experience coaching teams and leading cross-functional work.
• Hands-on creation of journey maps, service blueprints, personas.
• Strong facilitation, interviewing, storytelling, and stakeholder management.
• Ability connect qualitative research with operational data.
• Experience with UX and accessibility considerations.
• Insurance or financial services background.

Responsibilities

• Lead enterprise journey management strategy, roadmap, governance.
• Map end-to-end journeys across insurance lifecycle.
• Enrich maps with needs, goals, touchpoints, pain points, data, metrics.
• Lead research through interviews, workshops, usability testing.
• Develop journey maps, service blueprints, personas, and design standards.
• Maintain central journey repository and use Miro effectively.
• Translate insights into prioritized business improvements with measurable outcomes.
• Partner with stakeholders to prioritize improvements and track outcomes.
• Lead, coach, and develop team; manage external partners as needed.
• Grow the function through best practices and capability development.

Skills

Customer experience

Journey management

Service design

User research

Process improvement

Design thinking

Business transformation

Stakeholder management

Facilitation

Change leadership

Tools

Miro

Job description

Allshores is seeking a passionate Manager, Customer Journey and Experience Design to lead the way in creating meaningful, seamless experiences for our customers, brokers, partners, and employees. If you are excited by the opportunity to turn research and insights into measurable improvements, inspire collaboration across teams, and build a best-in-class journey management practice, this is your chance to make a lasting impact across our organization.

Primary Responsibilities:

• Support the development and lead an enterprise journey management and experience design strategy, roadmap, methodology, and governance model.
• Map major end-to-end journeys across the insurance life cycle and additional journeys identified as the business is understood in greater depth.
• Review existing maps and progressively enrich them with needs, goals, touchpoints, emotions, pain points, communications, processes, systems, dependencies, owners, data, metrics, and opportunities.
• Lead customer, broker, partner, and employee research through interviews, workshops, observation, usability testing, and other appropriate methods.
• Develop customer journey maps, service blueprints, research-based personas, experience principles, and practical design standards.
• Assess websites, portals, forms, communications, services, and other experiences, incorporating usability and accessibility considerations.
• Maintain a central journey repository; use Miro effectively and recommend additional tools or capabilities where they add value.
• Accountable for ensuring journey insights are translated into prioritized business improvements, with measurable outcomes related to customer satisfaction, effort reduction, operational efficiency or other agreed success metrics
• Partner with Customer Insights, CX Systems, and business owners to prioritize improvements, support implementation, and track outcomes.
• Lead cross-functional stakeholder engagement and support adoption of customer experience improvements and ensure accountability for agreed actions
• Lead, coach, and develop direct reports; manage external research or design partners when needed.
• Support the growth and maturity of the Customer Journey and Experience Design function through the implementation of best practices, capability development, and leadership of the team

Skills, Experience & Attributes:

• Five or more years of relevant experience in customer experience, journey management, service design, user research, process improvement, design thinking, or business transformation.
• Demonstrated management experience, including coaching team members and leading cross-functional work.
• Hands-on experience creating journey maps, service blueprints, personas, research plans, and actionable experience recommendations.
• Strong facilitation, interviewing, synthesis, storytelling, stakeholder management, and change leadership skills.
• Ability to connect qualitative research with operational data, survey results, business processes, systems, and performance measures.
• Experience with Miro or comparable journey-mapping and collaboration tools.
• Digital UX, usability testing, accessibility, or process improvement experience.
• A portfolio or detailed examples demonstrating methods, contribution, and measurable outcomes.
• Insurance or financial services experience.