Customer Journey Manager Jobs

Who is Allstate:

Allstate Insurance Company of Canada is a leading home and auto insurer focused on providing its customers prevention and protection products and services for every stage of life. The company is proud to have been named a Best Employer in Canada for nine consecutive years and prioritizes supporting employees and fostering an inclusive, welcoming corporate culture. Allstate is committed to making a positive difference in the communities in which it operates through partnerships with charitable organizations, employee giving and volunteerism. Serving Canadians since 1953, Allstate strives to provide reassurance with its "You’re in Good Hands®" promise.

Through our Employee Value Proposition, Opportunity, Flexibility, Community, Diversity and Family, we have worked hard to develop and nurture a culture where employees feel valued, experience personal growth, have career options and truly enjoy the work they do.

Role Designation: Home-Based 1-2 days

Benefits to joining Allstate

• Employee discounts (15% on auto and property insurance, plus many other products and services)
• Personal reflection day
• Good Office program (receive up to 400$ back after purchasing office equipment)
• Tuition Reimbursement
• Flexible Work Arrangements
• Working within the community and giving back!
• Student Loan Payment Matching Program for Government Student loans
• Annual Wellness allowance to support employees with improving health and wellbeing
• Comprehensive Retirement Savings Program with employer matched contributions

The Customer Journey Manager is accountable for overseeing the development, implementation, and optimization of the end-to-end customer experience at Allstate Canada. This individual will implement and anchor the customer journey methodology which includes why customers interacts with us, when/how they interact with us, and what they want to accomplish; to focus on delivering affordable, simple, and connected protection that empowers customers to achieve their hopes and dreams.

This role will work closely with cross-functional teams to ensure that our customers have a seamless experience from the moment they become aware of our protection solutions, through the purchase process, and beyond (manage and interact, use protection, renew).

Accountabilities:

• Develop and implement customer journey management strategy that aligns with the Allstate Canada Groups goals and objectives
• Stay up to date with industry trends and best practices in customer journey maps and management, make recommendations for new strategies and tactics to improve the Customer Experience
• Work with internal teams to design and implement solutions to address identified issues in the customer journey
• Develop and maintain a system for measuring and reporting on the effectiveness of the customer journey, including customer loyalty metrics and key performance indicators
• Provide guidance to different areas within Allstate Canada Group to ensure consistency and alignment in expectations about improvements in customer journeys
• Collaborate with cross-functional teams (marketing, sales, customer service, etc.) including CX enterprise in USA, to ensure that all touchpoints in the customer journey are optimized for a positive customer experience
• Analyze customer data and provide feedback to identify pain points, areas for improvement in the customer journey

Qualifications:

• Expert collaborator, adept at leading and influencing cross-functionally to get things done; can build a common purpose
• Expert knowledge of customer journey mapping tools and software
• Data analysis, ability to analyze customer data to identify trends, patterns, and insights to inform decision making
• Independent and strategic thinker, with strong ability to perform research, derive insights and compile a perspective based on disparate pieces of information
• Highly effective communicator and presenter/facilitator, this individual needs to collaborate with various teams and stakeholders to ensure customer’s voice is included in the conversations/projects to deliver a consistent customer experience.
• Strong project management skills, ability to prioritize and identify urgent vs. important requests
• Customer focus: have a customer-centric mindset with a deep understanding of customers' needs, preferences, and pain points
• This position requires a candidate who is passionate about improving the customer experience and has a track record of success in customer journey maps and management
• 5+ years of related journey mapping management experience with an omnichannel approach
• Passionate, driven, motivated, injects energy and a sense of urgency into projects and teams
• Bachelor’s degree or equivalent experience
• Advanced Microsoft Office skills

Bonus qualification:

• Experience in Insurance/Finance Industry is a plus
• French Language is an asset
• Customer Experience certification will be considered an advantage

Allstate Canada Group has policies and practices that provide workplace accommodations. If you require accommodation, please let us know and we will work with you to meet your needs.