Customer experience lead Insurance

Attendance

Hybrid

Job number

27025

Category

Senior Professional

Type of Contract

Permanent

Full Time / Part Time?

Full-Time

Posting date

20-Jun-2025

City

Montreal

Province/State

Quebec

Area(s) of interest: Project management and agile methodology

A career as a Customer Experience Lead at National Bank Insurance is an opportunity to play a key role in the sector’s growth by influencing the customer journey, products, and marketing. The role focuses on delivering a positive and seamless experience at every touchpoint to increase satisfaction, loyalty, and advocacy. This position allows you to make a meaningful impact on our organization through your customer-centric mindset, understanding of the business model, and ability to build strong, collaborative relationships with internal partners.

Your Role:

• Define the customer experience vision and strategy across all insurance journeys (from discovery to enrollment and throughout the lifecycle).
• Identify and analyze touchpoints along the customer journey. Detect pain points and opportunities to improve the experience. Collaborate with cross-functional teams to implement concrete improvements.
• Work with product, digital, marketing, and customer service teams to design consistent omnichannel journeys
• Promote the importance of customer experience within the organization and foster a customer-centric culture. Build and maintain strong relationships with key stakeholders.
• Act as the guardian of the customer experience and monitor customer performance indicators (NPS, CSAT, CES, etc.).

Your Team:

The Insurance sector is a team of specialists who collaborate in a human and proactive way to protect our clients at all times. Your team is responsible for the business strategy, including product management, customer experience, net growth, and the sector’s transformation vision, specifically digital distribution. This mission is supported by data, a deep understanding of customer needs, closer alignment with the financing and credit card value chains, and knowledge of our business capabilities and strategic alliances.
We offer a wide range of continuous learning opportunities for your development, including hands-on training, courses, and collaboration with colleagues from diverse backgrounds and expertise. We strive to be an inclusive company that values all employees. Banque Nationale stands out for its many initiatives promoting inclusion, making it a Canadian leader in diversity.

Requirements:

• University degree in a related field and a minimum of 5 years of relevant experience in customer experience management, ideally in the insurance or financial services sector.
• Strong understanding of complex customer journeys and CX design.
• Solid decision-making, analytical, and problem-solving skills, along with excellent communication and presentation abilities.
• Strong organizational skills and the ability to manage multiple projects simultaneously while meeting established timelines.

French

Agile Methodologies Budget Management Business Impact Analysis Change Management Communication Driving Results Emotional Intelligence Key Performance Indicators Negotiation Organization Skills Problem Solving Project Governance Project Planning Risk Management Stress Management