Customer Journey & Process Architect

If Insurance; Espoo; Hybrid; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid workplace

Lunch benefit

Wellness allowance

Insurance benefits

Job summary

If Insurance in Espoo is seeking a Process and Journey Manager to unify customer journeys and core processes across channels. You will leverage CRM capabilities and data platforms to identify opportunities and drive improvements that deliver value for customers and the business.

You will connect lifecycle management, journey orchestration, and process development into a seamless end-to-end experience, from discovery to governance and ongoing optimization.

Qualifications

• Strategic and detail-oriented mindset with experience in process development and journey management.
• Ability to bridge technology and business needs for end-to-end improvements.
• Fluent English, strong data literacy and SQL or equivalent programming knowledge.

Responsibilities

• Drive, model, and implement technical processes enabling digital transformation of internal workflows.
• Standardize end-to-end processes across channels and platforms.
• Ensure processes are compliant, well-governed, and aligned with business goals.
• Manage end-to-end orchestration within CRM and digital platforms.
• Dive into data to identify friction and opportunities using journey insights.
• Support delivery teams by diagnosing and improving processes and journeys.
• Lead adoption and embedding of new ways of working across teams.

Skills

Process development

Journey management

Business architecture

Digital transformation

CRM proficiency

SQL data analysis

Cross-functional collaboration

Education

Bachelor's or Master's degree in economics/business information systems

Tools

CRM platforms

Data platforms

Job description

If Insurance in Espoo is seeking a Process and Journey Manager to unify customer journeys and core processes across channels. You will leverage CRM capabilities and data platforms to identify opportunities and drive improvements that deliver value for customers and the business.

You will connect lifecycle management, journey orchestration, and process development into a seamless end-to-end experience, from discovery to governance and ongoing optimization.