Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.
Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.
About the role
We’re looking for a Manager, Customer Experience Insights – Marketing!
Are you passionate about market insights and customer experience? A strategic thinker with excellent planning skills? A leader who finds major projects stimulating, enjoys working with multidisciplinary groups, presenting to executive audiences and is motivated by impact? We are seeking a manager to lead the Customer Experience Insights team – a team dedicated to delivering marketing insights to every corner of the organization to help steer customer experiences with our brands. Are you up for the challenge?
Reporting to the Director of Customer Experience Research, you will be responsible for delivering a robust suite of market insights research: to brand teams to inform brand strategies; to business leads to find opportunities for action; and to executives to deliver national and global results that influence our strategy.
You’ll do this with your strength in storytelling and by bringing a holistic view of business objectives and performance to captivate your audience and influence decision-making.
Furthermore, you will support and enrich evolving research requests from across the business; lead the relationship with third party market insight partners; collaborate among other research teams and, all the while, help your team develop new skills to support their growth along the way.
What you’ll do here:
Evolve and manage the strategy related to standardization, collection, analysis and availability of all customer experience data to support the business objectives of the organization, including overseeing rollout of a common marketing data platform.
Manage and coach a team of professionals and be accountable for their performance, motivation and results. Set priorities and objectives and take steps to continuously improve operational efficiency. Foster a work environment where enjoyment and performance go hand in hand.
Actively participate in the advancement of our strategic objectives, such as improvements to customer advocacy, broker experience, brand leadership and business growth, by delivering valuable insights - not just reporting numbers.
Support marketing teams to set - and exceed - their targets with informed projections, strategic insights, and proactive recommendations.
Oversee the marketing research budget. Optimize the budget to maximize team performance. Be responsible for supplier relationships.
Oversee the rollout of a common marketing data platform.
Plan the production and distribution of multiple reports and analysis to optimize for timing and impact.
Help analyze outcomes and realign strategies based on results, evolving internal needs and market conditions. Keep up to date with customer experience and marketing data trends and best practices. Propose innovative initiatives and adapt team activities to maximize the impact on organizational objectives.
Collaborate closely with peers in Strategic Design, Behavioural Economics and Digital Analytics to take marketing research to new heights using complementary skillsets.
What you bring to the table:
Bachelor’s degree and a minimum of 10 years of relevant experience in marketing, business, research, or a combination of relevant education and experience. Marketing experience in the finance or insurance industry, an asset.
Minimum five years of experience in managing senior level employees/teams.
Proactiveness and drive to get results.
Proficiency in engaging and presenting to C-suite level audiences with confidence and finesse.
Comprehensive understanding of marketing research concepts and tools (quantitative and qualitative).
Experience with CX metrics platforms (e.g., Qualtrics) highly valued.
Excellent project and stakeholder management skills, with ability to manage several projects at once.
Advanced understanding of customer experience metrics across multiple channels (digital, in-person, etc.) and the assessment of campaign performance.
Attention to detail and discipline, while maintaining a curious mindset.
A passion for continuous improvement and challenging the status quo.
Knowledge of machine learning data analytics, an asset.
For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country.
No Canadian work experience required, but must have authorization to work in Canada.
#LI-Hybrid
What we offer
Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.
Working 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 success
An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased
An extensive flex pension and benefits package, with access to virtual healthcare
Flexible work arrangements
Possibility to purchase up to 5 extra days off per year
An annual wellness account that promotes an active and healthy lifestyle
Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs
Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities
Inspiring leaders and colleagues who will lift you up and help you grow
A 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 employer
At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.
We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.
As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.
We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.
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’ll work with you to meet your needs.
Learn more about our recruitment process and your candidate journey here.
If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.
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