Service Implementation and Innovation Manager

Customer Experience Strategy Manager

Duration: 13-Month T4 Contract

Work Arrangement: Remote

Location: Must be Located in Canada

Schedule: Monday-Friday | Standard Business Hours

Compensation: $27.58/hr

Job Description The Service Implementation & Innovation Manager will support a protection insurance organization and be responsible for driving the success of products and services through customer experience improvements, process innovation, and cross-functional collaboration.

This role serves as the voice of the customer, partnering closely with Operations, Product, Engineering, and other stakeholders to improve customer journeys, launch new products and features, and develop scalable solutions that enhance the customer experience.

The ideal candidate will possess a strong blend of customer experience, business operations, project leadership, data analysis, and stakeholder management skills while thriving in an ambiguous and fast-paced environment.

Key Responsibilities

• Lead service implementation and innovation initiatives supporting customer-focused products and services.
• Analyze current operational workflows and identify opportunities for process improvement and optimization.
• Partner with Product, Engineering, Operations, Training, and Knowledge Management teams to drive cross-functional alignment.
• Serve as the voice of the customer when evaluating and improving existing experiences and processes.
• Design, launch, and manage pilots and experiments to validate new processes, workflows, and product enhancements.
• Track, measure, and report on pilot performance, operational metrics, and implementation outcomes.
• Support Product and Engineering teams by developing business requirements and operational recommendations.
• Facilitate successful launches of new products, features, and geographic expansions.
• Conduct research on industry trends, customer experience best practices, and emerging technologies.
• Present findings, recommendations, and project outcomes to leadership and key stakeholders.
• Drive scalable solutions utilizing emerging technologies such as AI, ML, and RPA where appropriate.

Required Qualifications

• Bachelor's degree or equivalent professional experience.
• Experience leading projects, programs, or process improvement initiatives.
• Strong customer experience (CX) and customer journey improvement experience.
• Demonstrated success working cross-functionally with multiple stakeholder groups.
• Experience analyzing data and using insights to drive business decisions.
• Strong communication, presentation, and storytelling skills.
• Ability to influence teams and stakeholders without direct authority.
• Experience working in fast-paced, ambiguous environments.
• Strong Excel and reporting capabilities.
• Proven ability to create structured plans and execute strategic initiatives.

Preferred Qualifications

• Insurance industry experience.
• Claims handling experience.
• Property claims experience.
• Product Management experience.
• Chief of Staff experience.
• Service Design experience.
• Business Operations or Strategy experience.
• Experience writing product requirements.
• AI, Machine Learning (ML), or Robotic Process Automation (RPA) exposure.
• Experience managing complex projects with multiple stakeholders.
• 3+ years of leadership experience.

Top Skills

• Customer Experience (CX) & Customer Journey Improvement
• Business Operations, Process Improvement & Strategy
• Stakeholder Management & Executive Communication
• Data Analysis & Reporting
• Project & Program Leadership
• Insurance & Claims Experience (Strong Plus)

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