Manager, Customer Experience and Insights, Marketing

7 months ago


Montréal, Canada Intact Full time

Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you’re bringing this purpose to life alongside a passionate community of experts.

Feel empowered to learn and grow while being valued for who you are
- here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility. It’s our employee promise.

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Read on to see how you can shape the future, win as a team, and grow with us.

**About the role**

Are you passionate about the customer experience? A strategic thinker with excellent planning skills? Someone who finds major projects stimulating, enjoys working with multidisciplinary groups and is motivated to excel? We are seeking a Manager, Customer Experience and Data, to play a leading role in marketing strategies and customer experience across the organization.

The Customer Experience and Data team is the hub for all customer experience information flows.

Reporting to the Director, Customer Experience, you will be responsible for supporting growth, promoting brands and products, and improving customer experience for all of Intact Financial Corporation’s brands.

You’ll do this through actionable insights and recommendations based on extensive marketing and customer experience data sources, which the team compiles on a regular basis.

**What you’ll do here**:

- Develop and manage the strategy related to the standardization, collection, analysis and availability of all customer experience data to support the business objectives of the organization.
- Fine-tune the strategy and work management in collaboration with marketing and operations teams and actively participate in the advancement of major corporate projects, such as improvements to customer experience.
- Oversee the marketing research budget. Optimize the budget to maximize team performance. Be responsible for supplier relationships.
- Oversee the rollout of a common marketing data platform.
- Plan the production and distribution of customer experience reports.
- Help analyze outcomes and realign strategies based on findings, changing internal needs and market conditions. Keep up to date with customer experience and marketing data trends and best practices. Propose innovative initiatives and adapt team activities to maximize the impact on organizational objectives.
- Manage a team of professionals and be accountable for their performance, motivation and results. Set priorities and objectives and take steps to continuously improve operational efficiency. Foster a work environment where enjoyment and performance go hand in hand.

**What you bring to the table**:

- Bachelor’s degree and a minimum of five years of relevant experience in marketing or a combination of relevant education and experience.
- Marketing experience in the finance or insurance industry, an asset.
- Five years of experience in managing employees and teams.
- Decision-making skills and a sense of responsibility.
- Understanding of marketing research concepts and tools (quantitative and qualitative).
- Proactiveness and the drive to get results.
- Tact, diplomacy and resilience.
- Project planning and management skills.
- Attention to detail and discipline.
- A curious mind and a strong desire to continue to learn and progress.
- A passion for continuous improvement and radical innovation.
- A proactive approach to identifying and resolving customer experience issues.
- Excellent project and stakeholder management skills.
- Ability to manage several projects at once.
- Experience with CX metrics platforms (e.g., Qualtrics), an asset.
- Experience in consolidating all aspects of the customer experience.
- Experience in gathering information.
- Knowledge of machine learning data analytics, an asset.
- Good understanding of customer experience metrics across multiple channels (digital, in-person, etc.) and the assessment of advertising performance.
- Excellent ability to deliver presentations to various stakeholders.

LI-Hybrid

**What we offer**

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

- A financial rewards program that recognizes your success
- An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased
- An extensive flex pension and benefits package, with access to virtual healthcare
- Flexible work arrangements
- Possibility to purchase up to 5 extra days off per year
- An annual wellness account that promotes an active and healthy lifestyle
- Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
- A dynamic workplace learning ecosystem complete with learning journeys, interactiv



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