Manager Process Excellence & Customer Experience

The Manager, Process Excellence & Customer Experience leads the process design team in a matrix structure with the goal of designing, implementing, monitoring & streamlining processes across the organization. They would apply critical thinking to bring the voice of the broker and customer to process design and issue remediation while safeguarding operational effectiveness and employee experience. Become a conduit and enabler between all stakeholders to drive operational efficiency.

This role will help to establish a Process design Centre of excellence which will assess, design, deploy and manage all core business operations processes to maximize efficiency while allowing large volumes of work to be delivered.

We're looking for a trusted business partner who masters the art of building and nurturing strong relationships with key stakeholders such as business leaders, vendors, brokers, and customers. The role works with various stakeholders to drive and enable business efficiencies and growth. They must also partner with senior leaders, including the Executive Committee and an array of internal partners, to optimize processes and operations for scale, growth, and efficiency. 

What you'll do:

Define, design, and optimize processes across the national contact centre:

• Lead the design, documentation, and continuous improvement of end-to-end processes, procedures, and workflows to enhance efficiency and customer experience
• Identify gaps, root causes, and opportunities to improve processing times and operational performance
• Partner with business and technology leaders to deliver best-in-class, customer-centric and digital-first experiences
• Establish and monitor KPIs, dashboards, and reporting to drive proactive and data-informed improvements
• Champion a culture of customer experience and continuous improvement, sharing insights, success stories, and best practices
• Conduct research, stakeholder interviews, and impact assessments to inform process enhancements and innovation
• Maintain process documentation, governance, and support materials while coaching and influencing stakeholders

Facilitate sessions, map, analyze, implement and update processes to support company objectives:

• Facilitate workshops and reviews to analyze current processes, identify gaps, and implement sustainable improvements
• Design scalable, digital-enabled processes that improve customer experience and reduce operational friction
• Collaborate cross-functionally (Operations, Claims, Finance, L&D, etc.) to ensure alignment and effective implementation
• Support training, communication, and adoption of process enhancements across teams
• Monitor live operations to ensure compliance, identify barriers, and drive continuous improvement opportunities
• Maintain operational tools, documentation, and platforms (e.g., SharePoint) to support process execution

Build and implement a continuous improvement approach for business processes including process repository management:

• Manage and govern a centralized process repository, ensuring standardization and best practices across the organization
• Define metrics, benchmarks, and reporting to measure effectiveness and support continuous improvement initiatives
• Gather and prioritize business requirements, assessing cross-functional impacts and dependencies
• Drive process improvements that enhance customer satisfaction and reduce employee and broker friction points
• Partner across teams to deliver scalable, digital-first solutions and support transformation objectives
• Foster a high-performance, continuous improvement culture through engagement, coaching, and operational excellence initiatives

What You’ll Need to Succeed

• College or Undergraduate degree in related field
• 5+ years experience in business process optimization/reengineering applying process improvement, modeling, and reengineering methodologies to conduct process optimization and improvement projects.
• Experience with Robotic Process Automation (RPA) projects is preferred
• Ability and experience of mapping processes using tools like Microsoft Visio software 
• Experienced in facilitating stakeholder sessions/ workshops for mapping and approval of business processes
• Extensive experience building and designing customer experience program(s)
• Excellent interpersonal and leadership skills
• Experience in Insurance Business Transformations (Claims, P&C, Commercial)
• Experience with analyzing large data sets and record of implementing large scale process changes
• Deep understanding of enabling technology, tools, and methodology
• Strong interpersonal, communication, influencing, facilitation, analytical, and prob