Customer Experience & Journey Mapping Specialist – Insurance

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Customer Experience & Journey Mapping Specialist – Insurance

Strategic contract role in the insurance industry focused on customer experience and journey mapping. Apply your skills in journey management, stakeholder engagement, and CX analytics in a collaborative, hybrid-friendly environment. Leverage tools like They Do to drive customer-centric change across business lines.

What is in it for you:

• Salaried: $50-54 per hour.

• Incorporated Business Rate: $55-60 per hour.

• Full-time position: 37.50 hours per week.

• 6-month contract with potential for 12-month extension or full-time conversion.

• Remote or hybrid work arrangement. Full-time conversion may require in-office presence at least 2 days per week.

Responsibilities:

• Contribute to the embedment of customer journey management practices across the organization.

• Liaise with departments across the business to build a mindset focused on customer journey value.

• Act as a key contact for They Do (Journey Management platform) to ensure effective tool usage.

• Create journey maps for various customer segments and stages (e.g., quote, purchase, claims).

• Integrate customer insights and data into journey maps to reveal actionable improvements.

• Support CX initiatives by mapping and measuring end-to-end customer experience.

• Identify experience gaps and recommend solutions in collaboration with cross-functional teams.

• Deliver presentations and reports that influence change and stakeholder decisions.

• Monitor the impact of implemented CX initiatives and provide ongoing recommendations.

• Analyze data to proactively identify pain points and elevate the overall customer experience.

What you will need to succeed:

• Experience in the insurance industry is an asset.

• Experience with They Do is an asset.

• 3+ years of experience in customer and/or user journey mapping.

• Proven ability to analyze customer experience data and extract actionable insights.

• Strong track record of delivering improved customer outcomes and driving business change.

• Effective stakeholder management across multiple business functions.

• Strong presentation skills to report findings and influence decision-making.

Why Recruit Action?

Recruit Action (agency permit: AP-2504511) provides recruitment services through quality support and a personalized approach to job seekers and businesses. Only candidates who match hiring criteria will be contacted.

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Seniority level    Seniority level Not Applicable

Employment type

Employment type

Contract
Job function    Job function Customer Service
Industries Insurance
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