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Manager, Customer Experience (Remote or Hybrid)

Date: Aug 4, 2022

Location: Winnipeg, MB, CA, R3C-3P1 Calgary, AB, CA, T2R-0E4 Edmonton, AB, CA, T6E-6A8 Toronto, ON, CA, M2P-2B7 Vancouver, British Columbia, CA, V6J-4Y3 Remote - Canada, CA Moncton, New Brunswick, CA, E1E-4R5

Company: Wawanesa Insurance

We’re proud to give our employees the flexibility to choose how and where they want to work. In this role, you can decide whether your preference is to work from home (remote), work from the office or a hybrid of time spent at both. You may live in and work in any of the following locations: British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, New Brunswick, Nova Scotia, Prince Edward Island, Newfoundland & Labrador and/or the Yukon.  


The Wawanesa Mutual Insurance Company, founded in 1896, is Canada’s largest mutual insurer, with $3.9 billion in annual revenue and assets of $10.5 billion. Wawanesa Mutual, with executive offices in Winnipeg, is the parent company of Wawanesa General, which offers property and casualty insurance in California and Oregon; Wawanesa Life, which provides life insurance products and services throughout Canada; and Western Financial Group, which distributes personal and business insurance across Western Canada. With more than 5,700 employees, Wawanesa proudly serves more than two million policyholders in Canada and the United States. Wawanesa is thrilled to be named one of Canada’s Best Employers by Forbes for 2022. This certification recognizes us as a leading employer and reinforces that we’re a company that values our people for who they are and the work they do to support our customers, communities, and brokers. Wawanesa is also a Manitoba Top Employer for 2022 recognizing that we are an exceptional place to work. Wawanesa actively gives back to organizations that strengthen communities where it operates, donating well above internationally recognized benchmarks for excellence in corporate philanthropy.

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 Manager, Customer Experience provides leadership and direction with the implementation of customer experience strategy, initiatives and projects, processes and structure changes within Wawanesa’s strategic framework.  The Manager, Customer Experience is responsible for leading a team to drive continuous improvement in customer experience through the development, monitoring and continuous enhancement of strategies, systems, policies and processes to bring about significant and measurable improvements in Wawanesa’s customer experience. 


Job Responsibilities
•    Lead customer journey mapping to establish proper building blocks to improve the customer experience.
•    Actively participate within the Marketing office and Customer Experience leadership team to ensure a focus on customer experience across the business and build a customer centric culture.
•    Work with leaders throughout the organization to foster a culture that strives to deliver an exceptional and consistent customer experience
•    Lead the design and optimization of Wawanesa’s customer experience and the execution of customer experience projects and initiatives.
•    Oversee and coach a team to ensure work environment is respectful, challenging, and rewarding and employees are maximized to their full potential while contributing to the achievement of the company's goals.
•    Develop and enhance productive business relationships by liaising with internal and external stakeholders
•    Participate, contribute and manage the annual budget including staff forecasting.
•    Participate and contribute to the succession planning process.
•    Develop and monitor plan to ensure strategic projects have appropriate business resources
•    Develop and deliver projects and presentations to multiple business groups
•    Keep abreast of industry developments, both internally and externally, to ensure currency and to provide recommendations for improvements
•    Acts as a go-to source within Wawanesa for information, best practices and competitive strategies on customer experience.
•    Perform other duties as assigned


•    Minimum eight years’ experience in a professional customer-focused capacity, preferably within a Customer Experience, Experience or Service Design practice, 
•    Demonstrated knowledge of customer experience, human-centred design, experience or service design concepts.  CCXP or other CX professional designation an asset.
•    Demonstrated experience leading teams to design & implement innovative customer experience processes, with a focus on root cause analysis, prioritization and implementation
•    Demonstrated experience delivering corporate strategic initiatives or projects is considered an asset
•    Excellent leadership skills with the ability to motivate and engage high performing teams while managing change.
•    Excellent decision-making skills, with the ability to identify and review potential impacts
•    Excellent analytical and problem-solving skills, with the ability to conduct detailed analysis of information, and to select and implement best solutions
•    Excellent communication, negotiation and presentation skills, with the ability to communicate at the right level for the intended audience
•    Excellent organizational skills with an ability develop plans that bridge complex issues
•    Excellent attention to detail with the ability to identify relevant information and potential impacts
•    Adaptable to a changing environment, with the ability to champion change while motivating and influencing others
•    Proficient with Microsoft Office Suite
•    Experience in an insurance brokerage or operational knowledge of insurance processes is considered an asset
•    CIP designation or actively working towards designation is considered an asset.
•    College diploma or University degree, preferably within Business Administration, Economics, Social Sciences, Science (Statistics or Mathematics) or other related fields.
•    Willing and able to travel as required including to the United States




Wawanesa provides its employees with a respectful, challenging and rewarding environment where they can maximize their potential while contributing to the company’s goals. Our full-time permanent employees are provided with highly competitive compensation packages (salaries, generous vacation allowance, leave top up, annual bonus plan, premium free benefits and a pension plan). Wawanesa provides a stable environment for its employees in today’s challenging markets. 

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. Accommodations are available upon request throughout all aspects of the selection process. Candidates requiring accommodations may contact, in confidence,

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

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