Manager, Customer Experience

6 months ago

Saskatoon, Canada Sandbox Mutual Insurance Full time

**As Manager, Customer Experience (CX), YOU Will Be Responsible For**
- Lead the development and implementation of customer experience (CX) strategies and initiatives to improve customer interaction across multiple touchpoints and channels.
- Provides direction and oversight to direct reports, ensuring accountability to key timelines and outputs, and that performance goals are achieved.
- Map the customer journey for Sandbox, analyzing customer feedback and data to identify customer pain points.
- Lead cross functional teams to identify and develop solutions that address pain points in the customer journey and continuously enhance the CX.
- Lead the development and implementation of customer services standards and guidelines to ensure consistent and exceptional service delivery across the organization.
- Lead and oversee the Sandbox Customer Care Call Centre, including onboarding new care representatives, ensuring quality control of customers’ experiences with the Call Centre, and reporting on key metrics from Call Centre customer interactions.
- Partner with Human Resources to provide regular training and education for staff on customer centric approaches and best practices to foster a customer-focused culture throughout the organization.
- Monitor key performance indicators related to CX including satisfaction, retention, and loyalty, along with correlation to sales data, providing regular reports to Senior Leadership and business units.
- Participate in the development of marketing annual budgets and be accountable to the implementation of activities within approved budgets.
- Develop annual marketing workplans with targeted outcomes that align to the organization’s strategic goals and budgets.
- Stay on top of customer trends and competitor activity to guide the evolution of Sandbox’s CX.
- Provides support in recruiting, work assignments, professional development, and performance management of staff.
- Acts as a role model who supports a delightfully simple insurance experience and a positive organizational culture.
- Other duties as assigned.

**What We Need From YOU**
- University degree in Business Administration, Commerce, Economics, Marketing, or related field or combination of relevant education and experience.
- Five (5) or more years management experience, three (3) or more years supervising high performing teams.
- Excellent communication, writing, and editing skills.
- Strong understanding of CX best practices and proven ability to translate vision into action.
- Strong working knowledge of agile methodology, best practices and design thinking coupled with curiosity, creativity, risk-taking acumen, and a desire to collaborate.
- Ability to visualize, articulate, conceptualize, or solve problems by making decisions that are logical and reasonable given the available information.
- Detail oriented with a commitment to innovation and the mindset to shape the culture and processes required to deliver a delightfully simple insurance experience.
- Project management and coordinating skills with the proven ability to handle multiple tasks and make decisions in a rapidly changing environment. Able to set priorities for self and overall department by creating a focus, eliminating roadblocks, and knowing what will help or hinder goal accomplishment. Manages project deadlines and assigns work based on employees’ abilities and competence.
- General insurance industry and marketing knowledge is an added benefit.
- A good understanding of how underwriting profitability impacts overall corporate results and capital requirements. The ability to understand and interpret financial statements and participate in the business planning process.
- Managerial skills including interviewing and selecting employees, providing constructive feedback, motivating, conducting performance and probationary reviews, and training and development.
- Practices a ‘hands-on’ approach when directing employees and empowers employees to be successful through training, developing, and coaching. Holds people accountable by ensuring that they meet individual and organizational objectives in an appropriate manner. Monitors employee development plans and ensures alignment with department and company goals.

**WHY SANDBOX MUTUAL INSURANCE?**

Come grow your career with a company committed to putting people first. When people join Sandbox Mutual Insurance, they are here to stay At Sandbox Mutual Insurance, we take pride in caring for our employees as it is the collaborative efforts of our entire team which will allow us to continue to remain successful today and into the future.

This position offers a competitive salary, hybrid work program, comprehensive benefits package, a fun and inclusive work environment, professional development opportunities and the potential for further advancement within the company.

**HOW TO APPLY**

**Benefits**:

- Company events
- Company pension
- Dental care
- Employee assistance program
- Exte

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