Lead - Customer Journey Mapping

Other Area(s)
Markham, ON
Mar 03, 2021

Duration:  6 months. chance of extension


Our Client: 

One of North America's most recognized and respected brands in Canada has a new very large customer data project that will revolutionize the way they serve and manage its customers into the future. 



  • lead the customer journey mapping process.
  • Create baseline process maps, 
  • Identify inefficiencies in the current process and assisting with re-designing and re-imagining the process to deliver superior customer experiences and efficiency gains
  • Leads creation of customer journey map, including:
  • Creation of baseline journey map, articulation of pain points, technology mapping, future state costs estimation, and re-imagined and re-designed journey map
  • Supports identification and interpretation of data/reports/research to identify exemplars and good practices


Must Have:

  • Someone who can help the business team complete full lifecycle end to end customer journey map.
  • Should have previous experience with requirements gathering and the ability to communicate with areas across the business.
  • Some level of BA type of skillset would be appropriate.
  • Insurance industry experience an asset



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