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Director, Customer Experience Insights

Wawanesa Insurance

JOB SUMMARY

As the Director of Customer Experience Insights, you'll build Wawanesa’s in-house customer insights capability, establishing best practices and communicating customer feedback and research results to inform multiple aspects of our growth strategy, including acquisition and retention in all our Lines of Business.  Understanding the needs of our existing and potential customers is core to what we do, and the successful candidate will establish a regular cadence of these strategic insights in-house at Wawanesa. Driving deep customer understanding is fundamental to this role.

JOB RESPONSIBILITIES

  • Gather and amplify the voice of Wawanesa’s customers throughout the organization while identifying key opportunities for improvement 
  • Develop and execute the research roadmap to better understand Wawanesa’s various stakeholder groups, including: individual P&C and Life insurance consumers, independent brokers, third-party service providers (i.e. body shops, rental car agencies, contractors), benefit administrators, and other entities in the insurance value chain
  • Design data collection to gather relevant insights that directly inform every stage of Wawanesa’s customer journeys
  • Partner across various parts of the organization to develop strong insights-driven personas and recommendations, including Brand and Communications, Business Development / Marketing, Innovation, Business Transformation and Data Management & Analytics
  • In particular, partner with our Brand and Communications team to design research activities to support evolution of our brand messaging
  • Conduct analysis to identify priority customer journeys/customer segments
  • Work closely with functional areas across Wawanesa and our Lines of Business to understand their research needs
  • Develop and execute quantitative and qualitative research programs to develop insights, including: research objectives, methodological design, survey development, sample selection, programming, analysis, and reporting; recruiting and screening, writing discussion guides, conducting interviews, and reporting on themes from interview results; designing and conducting ethnographic research; moderating experience an asset
  • Demonstrate excellent strategic skills in converting research findings into actionable and valuable insights, in the form of studies, reports and other output mechanisms
  • Assemble and maintain a repository of consumer / broker insights, and communicate key insights to stakeholders within Wawanesa to drive institutional awareness
  • Leverage knowledge of market, industry trends, customer behaviours and analytical best practices to identify strategic opportunities for the business to improve CX
  • Lead and develop a team of junior staff to create valuable strategic insights for the organization, providing guidance, support and training to several direct reports
  • Identify and manage external research partners; oversee vendor relationships and RFP processes; provide clear strategic direction on research projects that results in high-quality output and greater ROI
  • Be an internal champion for CX initiatives
  • Demonstrate strong and polished communication skills by presenting findings to key stakeholders

 QUALIFICATIONS

  • Relentless focus on the customer
  • 10+ years of experience in consumer insights with experience with research design (qualitative and quantitative), interview methodology, segmentation strategy, and persona development
  • Minimum 5 years of people management experience
  • Experience with informing multiple different types of projects, including: VoC/customer feedback management; customer complaints; customer engagement, satisfaction & loyalty; product development; brand awareness, etc.
  • Data-driven, with sufficient hands-on capability to feel comfortable extracting, manipulating, and analyzing the results of surveys + other quantitative data sources; SPSS experience an asset
  • Adept at synthesizing information, identifying key learnings, and communicating across different mediums to varied audiences
  • Great data visualization and presentation skills to provide recommendations based on insights
  • Effective verbal and written communication skills; ability to drive projects working with cross-functional teams
  • Strong critical thinking skills + attention to detail
  • Ability to deal with ambiguity
  • Comfortable with stepping into execution mode as the Customer Experience team evolves
  • Experience building / managing teams and scoping future roles
  • Experience managing an Enterprise Customer Feedback Management system
  • Previous experience with the insurance industry is considered a strong asset
  • Expert with Microsoft suite of products
  • MBA preferred

Wawanesa provides its employees with a respectful, challenging and rewarding environment where they can maximize their potential while contributing to the company’s goals. Our employees are provided with highly competitive compensation packages (salaries, generous vacation allowance, leave top up, goal achievement plan, premium free benefits and a pension plan). Wawanesa provides a stable and rewarding environment for its employees in today’s challenging markets.

If you are interested in this exciting, challenging position with Wawanesa, please submit your resume by clicking here: https://rt11.ultipro.ca/waw5000/jobboard/JobDetails.aspx?__ID=*B2A373BA5F99D647 to apply on-line.

Thank you for your interest!

Canada

Location Information

Toronto
Ontario
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