Advisor, Omnichannel transformation and customer journeys

As an Advisor, Omnichannel Transformation and Customer Journeys, you support the ambitions of the Omnichannel Transformation and Customer Journey team by enabling execution and enhancing performance through data-driven insights and stakeholder influence. Through your work, you will have the opportunity to tangibly impact how our member-clients access and interact with our property and casualty insurance products and services. You will contribute to complex, cross-sector projects – identifying opportunities to enhance our customer journeys all while optimizing their performance. You use your keen analytical skills and comprehensive knowledge of our customer journeys and how they relate to the organization’s different distribution channels to do so. You will extract business intelligence and draw from the industry's best practices to inform decision-making. You will collaborate extensively with different stakeholders across disciplines and act as a trusted thought partner, subject matter expert, and coach to working teams – bridging key functions such as marketing, IT, distribution, etc. around a shared outcome. You will translate data drawn from multiple sources into clear, actionable business insights through effective data storytelling and critical thinking. You will articulate complex ideas effectively and succinctly, both verbally and in writing, using slides and charts, for an audience including peer teams and stakeholders – exerting influence and gaining trust along the way. More specifically, you will be required to:

• Support the ongoing management and optimization of the organization's property and casualty insurance customer journeys – by identifying, analyzing, and diagnosing friction points and opportunities for improvement.

• Develop clear, compelling data storytelling to synthesize complex analyses into actionable insights that inform journey optimization and client experience improvements.

• Keep up with the latest industry trends and emerging technologies and assessing their potential impact on the organization and on member-clients.

• Partner and building strong relationships with product owners, project managers, business analysts, and stakeholders to deliver solutions that meet the needs of member-clients.

• Develop and maintaining policies, standards, models, and frameworks that support customer journey initiatives – ensuring they reflect shifting trends, changing consumer behaviors, and organizational ambitions.

• Represent your unit as an ambassador for our customer journeys, digital solutions, and omnichannel transformation.

What we offer*

• Competitive salary and annual bonus

• 4 weeks of flexible vacation starting in the first year

• Defined benefit pension plan that provides predictable, stable income throughout retirement

• Group insurance including telemedicine

• Reimbursement of health and wellness expenses and telework equipment

*Benefits apply based on eligibility criteria.

#LI-Hybrid, #ON09*

What you bring to the table

• Bachelor's degree in a related field

• A minimum of four years of relevant experience

• Please note that other combinations of qualifications and relevant experience may be considered

• Begginer experience in data or business intelligence

• Advanced proficiency of English and French due to the nature of the duties or work tools or because the position involves interactions with English and French-speaking partners, members and/or clients

• Intermediate Knowledge of financial services in the insurance sector

• Intermediate knowledge of excel, Power BI, microsoft 365

Trade Union (If applicable)

At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve.

If there's something we can do to help make the recruitment process or the job you're applying for more accessible, let us know. We can provide accommodations at any stage in the recruitment process. Just ask!

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