Customer Journey Manager responsible for optimizing customer experiences in the Data team within the Cards Platform. Collaborating across functions to ensure effective journey design and integration.
About the role
- Manager of Business Platform Product at Canada Life overseeing strategy and improvement of contact centre platforms. Delivering customer-centric, data-informed solutions while collaborating across teams.
Responsibilities
- Own the delivery of the product roadmap
- Lead discovery and planning for complex initiatives
- Translate business needs into actionable requirements
- Champion customer experience and ensure usability
- Collaborate cross-functionally with other product teams
- Guide the product lifecycle from ideation through delivery
- Integrate data and insights into decision-making
- Facilitate stakeholder alignment and communicate results
- Support operational readiness through release planning and training
- Measure success through KPIs and business impact
Requirements
- Experience in product management and platform strategy in SaaS
- Strong business analysis skills
- Customer-first mindset
- Ability to lead cross-functional teams
- Comfort with agile delivery
- Analytical and problem-solving skills
- Excellent communication and storytelling skills
- Experience with enterprise platforms like Salesforce and AWS
Benefits
- Health insurance
- Flexible work arrangements
- Professional development opportunities
- Annual bonuses
- Inclusive workplace
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