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.

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.

• 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.).