Job Description

Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you\xe2\x80\x99re bringing this purpose to life alongside a passionate community of experts.Feel empowered to learn and grow while being valued for who you are\xe2\x80\x93 here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility. It\xe2\x80\x99s our employee promise.Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.Read on to see how you can shape the future, win as a team, and grow with us.About the roleTransforming insurance and leading the market takes creativity, empathy, dedicated work, and flawless execution. Are you driven by the challenge of identifying areas of improvement and elevating customer experiences through collaboration with a diverse range of internal teams and external partners? Do you want to build brands and experiences that consumers love and talk about? Then this may be for you! We are seeking a Manager, Mutli-brand Customer Insights.Reporting to the Director, Customer Experience, your role will be highly influential. With the support of your team, you will derive actionable insights and propose recommendations from a wealth of marketing, business and customers data and pioneer marketing strategies to elevate customer experience across all Intact Financial Corporation brands. Your deep understanding of the customers will help influence all levels of organization and involve close collaboration with cross-functional teams to meet our strategic objectives.What you\xe2\x80\x99ll do here:Oversee the measurement strategy & research practice. Develop a forward-thinking measurement framework, standardize the practice across the organization while actively seeking new and innovative research methodologies to maximize the impact on strategic objectives. Lead the development and execution of integrated marketing research projects and analysis. Leverage internal experts and manage external partners to explore new measurement option and drive transformation though an actionable roadmap.Enhance customer satisfaction, loyalty, and advocacy. Proactively identify issues and communicate opportunities from research and analysis, collaborate with marketing peers and multiple business units to help them deliver a unified and superior customer experience across channels and brands. Develop and implement customer-centric practices across the business, ensuring marketing insights and the voice of our customers are incorporated into IFC decision-making process. Instil a culture of continuous improvement and innovation throughout the organization.Lead, coach, and support a high performing and engaged team. Mentor and inspire a team of experts, help them develop their leadership skills and their expertise and champion our marketing projects and practices. Advocate for diversity and inclusion in the workplace and develop a close relationship with your team members, helping them succeed in their mandate and reach their professional objectives. Create a stimulating environment that fosters collaboration, innovation and increases productivity.Support teams in the execution of our deliverables. Help your team synthesize information from multiple data sources into a simple, compelling story that shows insights and actionable opportunities. Prioritize their initiatives, balancing our customers needs and our organization\xe2\x80\x99s objectives, remove obstacles to ensure superior execution, anticipate issues and proactively respond with effective solutions to enable our team to deliver at pace. Take accountability for results, continuously refining our vision and strategy.What you bring:Exemplary, inclusive leader experienced in managing, motivating and coaching teams.Strategic, and goal-oriented who has a track record of contributing to marketing performance and customer experience improvements within large organizations and/or for multiple brands.Highly result-driven and customer-centric professional, who loves gathering & analyzing multiple sources of data and turn them into concrete insights and recommendations.Proven ability to mobilize and persuade multiple actors from all levels while balancing a variety of viewpoints.Comfortable navigating large businesses with multiple stakeholders and different processes in a fast-paced environment.Intrapreneurial and forward-thinking mindset, committed to continuous learning, who solves problems using innovative ways to improve and take risks and to challenge the status quo.Open-minded and positive leader, who takes responsibility for both the successes and mistakes and who is energized by challenges and constant transformation.Excellent communicator with a strong emotional intelligence who understands how to connect with different audiences and how to adapt his tone, manner, and content.What you have:Bachelor\xe2\x80\x99s degree and a minimum in marketing, business or a combination of relevant education and experience.Minimum of 8 years of proven experience in a consumer insights role, finance or insurance industry experience is an asset.At least 3 years of experience in managing multiple professionals.Strong knowledge of market research methods and customer experience best practices.Well-versed in marketing research concepts and tools (quantitative and qualitative) and CX metrics platforms (e.g., Qualtrics)Knowledge of machine learning data analytics, an asset.Good understanding of customer experience metrics across multiple channels (digital, in-person, etc.) and the assessment of advertising performance.For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English speaking colleagues across the countryNo Canadian work experience required however must be eligible to work in Canada.\xe2\x80\x8b#LI-HybridWhat we offerWorking here means you\'ll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:A financial rewards program that recognizes your successAn industry leading Employee Share Purchase Plan; we match 50% of net shares purchasedAn extensive flex pension and benefits package, with access to virtual healthcareFlexible work arrangementsPossibility to purchase up to 5 extra days off per yearAn annual wellness account that promotes an active and healthy lifestyleAccess to tools and resources to support physical and mental health, embracing change and connecting with colleaguesA dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programsInclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunitiesInspiring leaders and colleagues who will lift you up and help you growA Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.We are an equal opportunity employerAt Intact, we value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard.If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We\xe2\x80\x99ll work with you to meet your needs., including background checks, internal candidates, and eligibility to work in Canada.If you are an employee of Intact or belairdirect, please apply for this role on Contact People.

Intact Financial