Process & Journey Manager

IFF; København; Hybrid; DKK 700,000 - 1,000,000; Full time

Benefits offered by this job

Hybrid workplace

Lunch benefit

Wellness allowance

Insurance benefits

Job summary

IFF is seeking a Process and Journey Manager to turn customer insights, data and digital capabilities into better journeys and end-to-end processes across channels and touchpoints. You will drive technical processes, journey orchestration and governance across CRM and digital platforms, collaborating across business and technology to reduce friction and create value for customers.

This Nordic role is based in Copenhagen or any Nordic city with travel within Nordics and a possible hybrid work

Qualifications

• Strategic, detail-oriented with experience in process development or digital transformation.
• Ability to connect technology and business needs end-to-end.
• Solid understanding of established processes, models, and practices.
• Understand how components interact across functions (system thinking).
• Proficient with CRM and data platforms.
• Strong data literacy with SQL or other programming languages.
• Comfortable working with defined guidelines while maintaining autonomy.
• Enjoys collaborating across teams.
• Fluent in English, written and spoken.
• Bachelor’s or master’s degree in economics, business administration, information systems.
• Experience with agile methodologies.

Responsibilities

• Driving, modeling, and implementing technical processes enabling digitalization of internal processes.
• Improving end-to-end processes across channels and platforms.
• Ensuring processes are compliant and well-governed.
• Managing end-to-end orchestration across CRM and digital platforms.
• Applying process mining and journey insights to identify friction.
• Supporting delivery teams by mapping and improving processes.
• Driving the customer lifecycle model across channels.
• Driving change by engaging stakeholders and embedding new ways of working.

Skills

Strategic mindset

Bridge tech & biz

Process knowledge

Systems thinking

CRM expertise

SQL knowledge

Autonomy

Collaboration

English fluency

Agile experience

Education

Bachelor’s or Master’s degree in economics, business administration, information systems

Job description

Great customer journeys are built behind the scenes

At If,we’reworking to make insurance simpler,smarterand more connected across channels. To make that happen, we need to bring together customer journeys, businessprocessesand digital capabilities in a more structured and scalable way.

We’renow looking for a Process and Journey Manager to help drive that work.You’llwork across business and technology to turn customer insights, data and digital capabilities into better customer journeys and more effective end-to-end processes.

About the Role

As a Process and Journey Manager,you’llplaya central rolein building and improving end-to-end customer journeys and processes across channels. Working across business and technology,you’lluse CRM capabilities, customer and process data, and digital platforms toidentifyopportunities, reduce friction and drive improvements that create value for customers and support business goals.

You’llhelp connect lifecycle management, journeyorchestrationand process development into a seamless end-to-end experience. Fromidentifyingimprovement opportunities and designing solutions to implementation,optimizationand governance,you’llplaya central rolethroughout the process.

Your key responsibilities include:

• Driving, modeling, and implementing technical processes that enable the digitalization and transformation of internal business processes

• Improvingand standardizing end ‑ to ‑ end processes across multiple channels and platforms

• Ensuringprocesses are compliant, well‑governed, and aligned with business goals while contributing to a seamless customer experience

• Managingand governing end ‑ to ‑ end orchestration throughout the customer journey within CRM and digital platforms

• Deep divinginto thedata and applying process mining and journey insights toidentifyfriction, inefficiencies, and improvement opportunities

• Supportingdelivery teams by mapping, diagnosing, and improving processes and journeys as part of ongoing initiatives and change projects

• Driving the implementation of the customer lifecycle model across channels, processes, and digital platforms

• Driving change by engaging stakeholders,supportingandfacilitatingadoption, and embedding new ways of working across teams

We offer

In the same way that we place high expectations on you as an employee, we also expect you to place high demands on us as an employer. Here are some of the benefits of working at If:

• An including work environment where everyone is welcome

• Career and development opportunities in the biggest insurance company in the Nordics

• Social activities, as well as highly skilled professional environment

• Possibility of hybrid workplace

• Lunch benefit

• Health promoting workplace with e.g., wellness allowance and various sports activities

• Great insurance benefits

About the Team

We follow an agile operating model at If. You will become a member of aProcess &JourneydevelopmentChapter that is part of our Digital Service unit inbusinessarea Commercial. Your day-to-day work happens in a cross-functionalteamthat consists of highly proficient and motivated colleagues inDigitalservice area inCustomercommunicationandactivation. Together we achieve and enjoy exceptional results and havea good timewhile we are at it.

Who are you?

We believe you are someone who:

• Has strategic and detail-oriented mindsetwithdocumented experience from similar roles within process development, journey management, business architecture, or digital transformation

• Has the ability toconnect and bridge technology and business needs for improved efficiency and effectiveness end-to-end

• Has a solid understanding of established processes, models, and practices within the field

• Understandshowdifferent componentsinteractacross functions(system thinking)

• Is proficientutilizing CRM and data platforms

• Has strong data literacy and the ability to analyze, model, and improve processes based on insightsthrough SQLor other programming languages

• Is comfortable working within defined guidelines whilemaintaininga high degree of autonomy

• Enjoys collaborating across teams and contributing to shared goals

• Fluency in English, verbal and written

• Adequate bachelor’s or master’s degree in economics, business administration, information systems etc.

• Previousexperience of and a wish to work with agile mindset and methodologies

Practicalities

The role is Nordic,You’rebased either inStockholm, Oslo, Espoo,Turkuor Copenhagen.

Application deadline

16thof September2026.

Screening and interviewing will startimmediately, and the position will be filled as soon as a suitable candidate is found.

Work location

This is a Nordic position. Sometravellingwithin Nordicsisto be expected.

Applications temporarily unavailable

Between 5–7 September, we will be making technical updates to our recruitment system. During this period, it will not be possible to apply for this position.

Interested? Please submit your application before 5 September or come back from 8 September to apply.

We hope to hear from you!

For more information, please contact Riina Lehtilä, Chapter lead forProcess & Journey development, [e-mail] and [phone]