Customer Experience Manager

Department: Cyber Office of Underwriting

Location: Toronto or Calgary

Reports to: Director, Cyber Risk Engineering

Company Overview:

Liberty Mutual Canada is the Canadian operation of Liberty Mutual Insurance Company. We offer a broad suite of commercial insurance products and solutions to mid-size and large Canadian companies with Canadian, North American and/or multinational risks. Liberty Mutual Canada has over 250 employees and services its clients coast-to-coast from our regional offices in Vancouver, Calgary, Edmonton, Toronto, Montreal and Halifax.

At Liberty Mutual Canada, diversity is about all of us. Our promise to you is a culture that is collaborative, rewarding and empowering. We are committed to attracting and retaining employees across all dimensions of diversity and believe that recognizing, appreciating, and applying the unique insights, perspectives and backgrounds of each person cultivates an atmosphere of trust and respect. Diversity, Equity & Inclusion (DEI) is how we do business, and we’ll continue to invest in it to create a stronger global organization.

If you are unsure whether or not your experience matches every requirement below, we encourage you to apply anyway. We are looking for varied and diverse perspectives and experiences that we can add to our team!

 Our core values guide all of our decision-making and come to life through our benefits and employee programs. We offer:

- A premier flexible work environment (a combination of on-site & remote work) supporting our employees in their pursuit of a healthy work-life balance

- Competitive health & dental benefits plan

- Market-leading pension plan

- Competitive time off policy

- External education & tuition reimbursement programs

- Employee & Family Assistance Programs

- An opportunity to get involved and become a member of one of our national employee committees – social responsibility, employee engagement, diversity, equity & inclusion

The Opportunity:

Would you be interested in helping bring a large, complex technical workflow together?  We, the Global Risk Solutions (GRS) Cyber Office of Underwriting (OOU), are looking for someone with experience overseeing the building of technical workflows from customer to close. You’ll do this bringing people together (customers, underwriting, information technology, data science, and project management to name a few).  Come join a stable, supportive organization that knows progress happens when people feel secure!

Duties and Responsibilities:

• We need you to help prioritize what to build when to achieve our strategic goals, monitor the ongoing status of those priorities at the development level (think Jira), identify when corrective action is needed, and coordinate that corrective action.
• As an advocate of the customer, identifies, designs and communicates areas of improvements to the customer experience, whether directly or indirectly, to ultimately enhance and continuously improve products and services to customers.
• May lead cross-functional project teams for highly visible and/or highly complex initiatives, representing the customer perspective.
• Provides recommendations, presents, and influences actionable plans to address gaps in the customer experience, significantly impacting a large or complex operation or multiple functions.
• Mentors more junior team members and may direct work of others.  
• Conducts the analysis and design of customer journey points or programs, impacting a large or complex operation and/or multiple functions, and implements changes between the way the company interacts with the customer, whether directly or indirectly, to enhance the customer experience.  
• Champions the customer experience, utilizing advanced methodologies to conduct primary and secondary research to uncover customer experience data points that influence and support customer-centric principles.
• Determines and defines targeted areas for improvement and leverages advanced tools/practices to solve business needs.  
• Collaborates with internal/external customers to articulate and translate the vision of the customer experience for a targeted customer journey point(s) or program(s).
• As applicable, measures key performance indicators (KPI’s) of customer journey point(s) or program(s).  
• Utilizes deep knowledge of strategic business challenges and most current customer research, journey maps, and playbooks to collect, consolidate, and analyze customer data points to produce metrics and identify areas for continuous improvement that support business goals.
• Clearly articulates, translates, and presents the vision and strategy to business leaders.  
• Creates and designs content or processes (e.g. letters, playbooks) adhering to customer-centric principles, utilizing current and emerging technologies and standards for the given channel/medium ensuring consistency across the omni-channel customer experience.
• May direct the work of other team members in the creation of deliverables.  
• Partners with and/or leads cross-functional teams as a customer advocate to integrate customer-centric principles and metrics into decisions on processes, products, and service offerings to improve the overall customer experience.
• Leads highly visible, sensitive, and/or highly complex initiatives.  
• Actively seeks and incorporates input from internal/external customers, stakeholders, and management into customer experience roadmap while effectively negotiating tradeoffs of conflicting priorities based on value to the business and customer.
• Works directly or indirectly with frontline employees/management to deliver a superior customer experience.

Skills & Qualifications:

This position is considered a range posting for an Associate Director or Director level position based on qualifications.

• Advanced knowledge of customer experience best practice and theories.
• Collaborative and demonstrated ability to work with people of diverse backgrounds. Strong oral and written communication skills required, able to depict complex ideas, issues and designs to influence varied audiences.
• Advanced analytical, project management, writing and presentation skills.
• Comfortable presenting recommendations to business leaders.
• Bachelor’s degree in a relevant field with a minimum of 8+ years relevant experience. Advanced degree preferred.

Liberty Mutual Canada is committed to fostering an inclusive, accessible environment where all employees feel valued and supported. We are committed to building a workforce that is representative of the communities we operate in and serve. If you require an accommodation for the recruitment/interview process due to a disability (which may be invisible or visible, temporary or permanent), please let us know and we will work with you to meet your needs.