Expert Implementation Consultant - Customer and Partner Approach

Beneva•Montreal, QC

2d•Hybrid

About The Position

As an Expert Implementation Consultant for Customer and Partner Approach, you will be responsible for defining and deploying customer experience, support, and loyalty strategies in an integrated, omnichannel perspective across all organizational sectors. You will contribute to the annual update of strategic planning and project planning activities, bridging strategy to operations. Your ability to influence, your interpersonal skills, your mastery of transversal and matrix collaboration, and your strategic vision will be leveraged to successfully complete projects and achieve desired outcomes.

Requirements

University degree in marketing, management, customer experience, service design, or a related field.
10+ years of varied work experience in marketing and customer experience (e.g., customer experience strategy, product management, commercialization, digital, etc.).
Knowledge of the insurance and/or financial services sector.
Proficiency in French, both oral and written.
Advanced proficiency in English, both oral and written, due to the nature of tasks, work tools, or interactions with English-speaking colleagues, partners, clients, or suppliers, or to meet the company's growth objectives.

Responsibilities

Contribute to the updating activities of the Beneva strategic plan.
Ensure the alignment of CX strategies and the cohesion of transformation projects within the organization.
Ensure that prioritized initiatives bring business value to clients, employees, and the organization, based on data.
Coordinate the development and monitoring of the member and partner-oriented plan based on strategic planning, customer orientations, and priority episodes.
Manage complex projects in a matrix mode and ensure the functional coordination of multidisciplinary work teams to deliver priority customer experience initiatives (e.g., redesign and optimization of customer journeys, customer support, resolution of experience issues, loyalty programs, etc.).
Define, monitor, and report on the performance indicators of programs and initiatives.
Ensure the accountability and visibility of deliverables to realize the company's value proposition.
Implement, manage, and optimize governance mechanisms and work processes with other organizational functions.
Actively contribute to the change management strategy for a customer-centric culture to promote the adoption of priority customer and partner experience initiatives throughout the organization.
Exercise an influence and strategy role with various committees, some composed of senior management and organizational functions, by presenting complex concepts.
Act as a best practices expert in customer experience strategy for collaborators.