Senior Digital Experience / Platforms Advisor

iA Financial Group•Montreal, QC

10d•Hybrid

About The Position

Build the future with us Are you passionate about digital customer experience, platform performance, and continuous optimization, and looking to play a key role in the evolution of digital journeys within a large-scale organization? As a Senior Digital Experience / Platforms Advisor, you will actively contribute to the evolution of transactional and informational digital platforms at iA Auto and Home Insurance by maximizing business value, performance, and customer experience. This strategic role places you at the heart of the decisions shaping our customers’ digital experience, within a collaborative, people-centered, and transforming environment.

Requirements

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

Nice To Haves

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)

Responsibilities

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