Manager, Customer Experience and Digital Claims

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Job ID : 5485
Category : Claims
Brand : Economical
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Ottawa, Canada

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What can you expect in this role?

  • Act as a Champion for the voice of our customers, help to identify opportunities within the claims division for improved customer experience
  • Lead, guide and develop the claims customer experience team
  • Share CX insights, partnering with key Claims stakeholders, including product owners, to make process and technology changes to deliver a superior customer experience
  • Identify and design best practice customer experience measurements to continuously drive the claims mission forward
  • Collaborate with operational leaders to influence the improvement of customer experience across the division
  • Collaborate with other business divisions to ensure an end-to-end experience that achieves Definity’s vision
  • Lead initiatives to help address identified CX improvement opportunities
  • Take ownership of the CX measurement platform, promoting the value of CX insights, and ensuring the platform continues to add value to the Claims organization

What do you bring to the role?

  • Innovative, strategic, and critical thinker
  • Highly collaborative, inclusive, and welcoming of different perspectives, and skilled at conflict resolution
  • Team player with the strong influencing and relationship building skills
  • Excellent communicator, both written and oral, including the ability to present data and information in a compelling way, and tailoring delivery to a variety of audiences
  • Strong project management capabilities, including experience with agile methodologies
  • Excellent problem-solving skills, including the ability to analyze data, identify trends, draw insights, and see related opportunities
  • Experienced with process improvement methodologies (e.g. System Thinking, Lean)
  • Thrives in a fast-paced environment, able navigate ambiguity, and effectively prioritize among multiple demands
  • Independent, self-motivated, and resourceful
  • Bachelor’s degree in business, or a related field
  • Minimum of 5 years’ experience, with a focus on Customer Experience and a demonstrated ability to identify, design, implement, and sustain exceptional customer journeys
  • Experience with Digital Transformation preferred
  • Previous leadership experience is preferred, but not required
  • Claims industry experience preferred, but not required
  • Prior experience with CX platforms like Medallia an asset

We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter.

Go ahead and expect a lot — you deserve it, and we’ve got it: 

  • Hybrid work schedule for most roles
  • Company share ownership program
  • Pension and savings programs, with company-matched RRSP contributions
  • Paid volunteer days and company matching on charitable donations
  • Educational resources, tuition assistance, and paid time off to study for exams
  • Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
  • Wellness and recognition programs
  • Discounts on products and services

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting: [email protected]

Background checks
This role requires successful clearance of a background check (including criminal checks and leadership references).


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