Director, Member Experience & Insights

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Date: Apr 3, 2025

Location: Hybrid - Canada, CA Moncton, NB (Hybrid), CA Edmonton, AB (Hybrid), CA Vancouver, BC (Hybrid), CA North York - Toronto, ON (Hybr, CA Winnipeg, MB (Hybrid), CA Calgary, AB (Hybrid), CA Montreal, QC (Hybrid), CA Kitchener, ON (Hybrid), CA

Company: Wawanesa Insurance

Job ID: 9164 


Working Business Language: English; this role is considered a head-office role and will be required to communicate with internal stakeholders across Canada where the primary business language utilized is English
 


Salary: At Wawanesa, salary is only one component of a holistic, comprehensive and competitive offering that we provide to our employees. In addition to salary, full-time and part-time permanent employees are eligible for an annual bonus plan, leave of absence top-up programs and provided with generous vacation time, personal days, premium free benefits and pension plan. 
 

The salary offered for this role is determined with consideration to various factors, including but not limited to: your work location, local labour market conditions, external market salary data, internal pay equity and the knowledge, skills, experience and anticipated proficiency in the role. The salary offered is estimated to be within the following range: $150,000- $200,000. Candidates with salary expectations outside of the range are still encouraged to apply. 

 

About Us
At Wawanesa, we’re proud to offer a hybrid work environment that offers flexibility to our employees in balancing in-office (2 days per week OR 15 hours per week in a Wawanesa office) and remote work. You may work from any of the following locations: Winnipeg, MB; Wawanesa, MB; Vancouver, BC; Calgary, AB; Edmonton, AB; Lethbridge, AB; Toronto, ON; Kitchener, ON; Thunder Bay, ON; Ottawa, ON; Montreal, QC; Moncton, NB; Dartmouth; NS 
 

The Wawanesa Mutual Insurance Company (“Wawanesa Mutual”), founded in 1896, is one of Canada’s largest mutual insurers, with over $3.5 billion in annual revenue and assets of $10 billion (CAD). Wawanesa Mutual, with its National Headquarters in Winnipeg, is the parent company of Wawanesa Life, which provides life insurance products and services throughout Canada, and Western Financial Group, which distributes personal and business insurance across Canada. Wawanesa proudly serves more than 1.7 million members in Canada, and we are home to more than 3,600 employees distributed across the Canadian regions and communities where we operate. We give back to organizations that strengthen communities, donating more than $3.5 million annually to charitable organizations, including over $2 million annually in support of people on the front lines of climate change. To learn more visit wawanesa.com. 


We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.
 

Job Overview

The Director, Member Experience & Insights is responsible for the development and execution of a comprehensive member centricity program that aligns with Wawanesa’s overarching goals and business objectives. This role will lead and further develop Wawanesa’s in-house member insights capability, establish best practices and communicate insights to inform our member value proposition, drive a deepened understanding of our members, and design / deliver exceptional member and broker experiences. 


Job Responsibilities

  • Lead the development and annual planning of Wawanesa’s Member Centricity business strategy, initiatives and roadmap, including developing leading and lagging member focused indicators/KPIs
  • Evaluate member centricity related investment and programs based on business objectives to ensure best allocation of resources while continuously improving programs 
  • Provide cross-functional leadership to build alignment and ensure successful execution of the member centricity program through effective communication, engagement and collaboration, including identifying strategic opportunities to improve member and broker experiences and operationalizing priority member journeys/segments
  • Lead the development of strategic market and member insights, including insights-driven personas and recommendations, ensuring insights are communicated effectively across the organization, enabling key stakeholders to plan and deliver exceptional experiences with the member at the center of decision-making
  • Champion and own the customer platform, including socializing and educating stakeholders on NPS and lead target-setting
  • Develop and execute a research roadmap to better understand Wawanesa’s various stakeholder groups, including quantitative and qualitative research programs to develop insights and converting research findings into actionable and valuable insights, in the form of studies, reports and other output mechanisms
  • Establish the proper building blocks and roadmap for customer relationship management; including a system to identify and implement opportunities for improvement throughout the customer lifecycle
  • Establish, track, and report metrics and milestones with respect to customer experience initiatives
  • Oversee and coach a high performing team to ensure work environment is respectful, challenging and rewarding, and employees are maximized to their full potential while contributing to the achievement of Wawanesa’s goals
  • Prepare materials for various audiences, including the Executive Leadership Team (ELT), Board of Directors, and cross-functional teams
  • Perform other duties as assigned.
     

Qualifications

  • Relentless focus on the customer
  • Post-secondary education in a related discipline.
  • 10+ years of experience in consumer insights and design, including experience with research (qualitative and quantitative), interview methodology, segmentation strategy, and persona development
  • Leadership, coaching, mentoring, and developing others with an ability to instill trust, motivate and empower people, with at least 5 years of people management experience
  • Ability to develop and implement comprehensive plans and solutions that bridge complex issues that span across time with demonstrated experience managing multiple priorities and deliver commitments on time
  • Proven experience in project management, change management and cross-functional stakeholder management
  • Experience with informing multiple different types of projects, including: VoC/customer feedback management; customer complaints; customer engagement, satisfaction & loyalty; product development; brand awareness, etc.
  • Data-driven, with sufficient hands-on capability to feel comfortable extracting, manipulating, and analyzing the results of surveys + other quantitative data sources; SPSS experience an asset
  • Adept at synthesizing information, identifying key learnings, and communicating across different mediums to varied audiences
  • Great data visualization and presentation skills to provide recommendations based on insights
  • Effective verbal and written communication skills; ability to drive projects working with cross-functional teams
  • Strong critical thinking skills and attention to detail
     


Wawanesa is proud to be one of Manitoba’s Top Employers, a Kincentric Best Employer in Canada and a Forbes Best Employer in Canada recognizing an exceptional place to work!


Diversity Equity, Inclusion & Belonging
Wawanesa is an equal opportunity employer and is committed to fostering a diverse workforce that is equitable and inclusive for all. Wawanesa provides equal employment opportunity to all employees and applicants without regard to an individual’s protected status: race/ethnicity, colour, religion, creed, sex or gender, sexual orientation, gender identity or expression, family or marital status, pregnancy/childbirth or related conditions, national origin, disability, military or veteran status, or any other protected status. Disability or medical-related accommodations are available upon request throughout all aspects of the recruitment and selection process. Candidates requiring reasonable accommodations may contact, in confidence, jobs@wawanesa.com.   

If you are interested in this exciting, challenging position with Wawanesa, apply today with your Resume.


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