Defining business needs required to achieve digital platform performance objectives (customer portal, online quoting, website), in collaboration with key stakeholders;
Analyzing performance data, user behaviors, and customer feedback (Voice of the Customer) to identify concrete and measurable improvement opportunities;
Identifying, prioritizing, and leading digital platform improvement initiatives based on business value and customer benefits;
Representing the vision and strategic directions of the digital customer experience to internal teams;
Developing, maintaining, and prioritizing the digital platforms roadmap;
Coordinating business requirements analysis with analysts and involved business units, and sharing results and recommendations stemming from initiatives;
Defining, monitoring, and interpreting key performance indicators (KPIs) and recommending concrete actions to improve results;
Proposing and leading continuous optimization initiatives (user testing, A/B testing, journey improvements);
Actively monitoring digital and market trends to identify potential evolution opportunities;
Providing regular updates to management on the progress and performance of projects under your responsibility.

Holds a bachelor’s degree in business administration, marketing, e-commerce, or a related field
Has 5 to 7 years of relevant experience, including significant experience in managing or evolving digital products (web platforms, applications, customer portals, transactional journeys)
Demonstrates proven experience in digital performance optimization and data-driven decision-making
Has a solid understanding of UX/UI principles and digital customer experience
Shows strong strategic thinking, autonomy, and leadership
Is recognized for strong interpersonal skills and the ability to mobilize partners in a matrix environment
Is results
and performance-oriented, with a continuous improvement mindset and a healthy intolerance for the status quo
Has experience in digital transformation within a large organization (asset)
Has experience using artificial intelligence tools (asset)
Has knowledge of property and casualty insurance and/or business analysis (assets).

A work environment where learning and professional development are top priorities
A healthy, safe, fair, and inclusive culture that fosters collaboration and innovation
A hybrid work model offering flexibility and access to inspiring workspaces
Competitive benefits, including: flexible group insurance plans, a competitive pension plan, employee share purchase plan, vacation program and well-being and personal development days, telemedicine, employee and family assistance program, ergonomic furniture program, performance bonus, discounts on company products, and much more.

Senior Digital Experience Advisor

Key skills