Manager Process Excellence & Customer Experience

JobsCloseBy Editorial Insights

Gore Mutual Insurance is seeking a Manager, Process Excellence & Customer Experience to lead a matrixed process design team that designs, implements and continuously improves end-to-end processes with the broker and customer voice at the center. The role will establish a Process Design Centre of Excellence, partner with leaders to drive scale, efficiency and digital‑first service, and maintain a centralized process repository with clear KPIs. Ideal candidates have 5+ years in process optimization, strong stakeholder management, MS Visio, data analysis and insurance transformation experience, with RPA a plus. To apply, tailor your resume to show cross‑functional impact, measurable improvements, change management and customer experience leadership, and note hybrid work eligibility.

The Manager, Process Excellence & Customer Experience leads the process design team in a matrix structure with the goal of designing, implementing, monitoring & streamlining processes across the organization. They would apply critical thinking to bring the voice of the broker and customer to process design and issue remediation while safeguarding operational effectiveness and employee experience. Become a conduit and enabler between all stakeholders to drive operational efficiency. 

This role will help to establish a Process design Centre of excellence which will assess, design, deploy and manage all core business operations processes to maximize efficiency while allowing large volumes of work to be delivered. 

We're looking for a trusted business partner who masters the art of building and nurturing strong relationships with key stakeholders such as business leaders, vendors, brokers, and customers. The role works with various stakeholders to drive and enable business efficiencies and growth. They must also partner with senior leaders, including the Executive Committee and an array of internal partners, to optimize processes and operations for scale, growth, and efficiency.  

What you'll do: 

Define, design, and optimize processes across the national contact centre: 

• Lead the design, documentation, and continuous improvement of end-to-end processes, procedures, and workflows to enhance efficiency and customer experience 
• Identify gaps, root causes, and opportunities to improve processing times and operational performance 
• Partner with business and technology leaders to deliver best-in-class, customer-centric and digital-first experiences 
• Establish and monitor KPIs, dashboards, and reporting to drive proactive and data-informed improvements 
• Champion a culture of customer experience and continuous improvement, sharing insights, success stories, and best practices 
• Conduct research, stakeholder interviews, and impact assessments to inform process enhancements and innovation 
• Maintain process documentation, governance, and support materials while coaching and influencing stakeholders 

Facilitate sessions, map, analyze, implement and update processes to support company objectives: 

• Facilitate workshops and reviews to analyze current processes, identify gaps, and implement sustainable improvements 
• Design scalable, digital-enabled processes that improve customer experience and reduce operational friction 
• Collaborate cross-functionally (Operations, Claims, Finance, L&D, etc.) to ensure alignment and effective implementation 
• Support training, communication, and adoption of process enhancements across teams 
• Monitor live operations to ensure compliance, identify barriers, and drive continuous improvement opportunities 
• Maintain operational tools, documentation, and platforms (e.g., SharePoint) to support process execution

Build and implement a continuous improvement approach for business processes including process repository management: 

• Manage and govern a centralized process repository, ensuring standardization and best practices across the organization 
• Define metrics, benchmarks, and reporting to measure effectiveness and support continuous improvement initiatives 
• Gather and prioritize business requirements, assessing cross-functional impacts and dependencies 
• Drive process improvements that enhance customer satisfaction and reduce employee and broker friction points 
• Partner across teams to deliver scalable, digital-first solutions and support transformation objectives 
• Foster a high-performance, continuous improvement culture through engagement, coaching, and operational excellence initiatives 

 What You’ll Need to Succeed 

• College or Undergraduate degree in related field
• 5+ years experience in business process optimization/reengineering applying process improvement, modeling, and reengineering methodologies to conduct process optimization and improvement projects.
• Experience with Robotic Process Automation (RPA) projects is preferred
• Ability and experience of mapping processes using tools like Microsoft Visio software 
• Experienced in facilitating stakeholder sessions/ workshops for mapping and approval of business processes
• Extensive experience building and designing customer experience program(s)
• Excellent interpersonal and leadership skills
• Experience in Insurance Business Transformations (Claims, P&C, Commercial) 
• Experience with analyzing large data sets
• Deep understanding of enabling technology, tools, and methodology
• Strong interpersonal, communication, influencing, facilitation, analytical, and problem-solving skills to work effectively with cross functional teams
• Working knowledge of MS Office
• Change management and continuous improvement mindset
• Ability to work effectively in an independent environment
• Self-starter with excellent organizational and time management discipline to coordinate multiple concurrent efforts and performs with minimal instruction
• Strategic thinking and Analytical skills
• Run cross-functional team meetings efficiently and optimally, with the ability to connect dots and influence key decisions  

If you're ready to be a core part of our mission and make a tangible impact from day one, we want to hear from you. 

#LI-Hybrid 

The expected base salary range for this position is $97,000 - $147,000. Depending on your relevant experience, skills, qualifications, market conditions and business needs, base compensation may vary. You have the potential to earn more through Gore Mutual’s discretionary bonus program which gives you an opportunity to increase your total compensation, provided the business meets its performance targets and you meet your individual goals. 

Please note: This range reflects the expected base salary for this role but may not represent the full compensation range for all experience and skill levels. During the recruitment process, we will discuss and consider how your unique qualifications align with the broader range for this position. 

Gore Mutual is proud to offer a comprehensive total rewards package which includes extended health and dental benefits, disability insurance, retirement plan matching, paid time off, recognition and perk programs.