Manager Process Excellence & Customer ExperienceAt Gore Mutual, we've always set ourselves apart as a modern mutual that does good. Now, we're proudly building on that legacy to transform our company—and our industry—for the better.Effective January 1, 2026, Gore has joined Beneva—the country's largest mutual insurance company—as part of its Property & Casualty operations in Ontario and Western Canada. During 2026, Gore will combine its operations with Unica Insurance, Beneva's Ontario-based subsidiary specializing in niche commercial and personal insurance, creating a stronger, more diversified mutual insurer with greater scale and long‐term stability.Every decision and investment remains anchored in long‐term perks to customers, members, and communities. Come join us.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 theorganization.They would applycritical 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 conduitand enabler between all stakeholders todriveoperationalefficiency.This role will help toestablisha ProcessdesignCentre ofexcellencewhich will assess, design, deploy and manage all core business operations processes to maximize efficiency while allowing large volumes of work to be delivered.We'relooking foratrustedbusiness partner whomastersthe art of building and nurturing strong relationships with key stakeholders such as business leaders, vendors, brokers, and customers.Theroleworks with various stakeholders to drive and enable businessefficienciesand growth. They must also partner with senior leaders, including the Executive Committee and an array of internal partners, tooptimizeprocesses and operations for scale, growth, and efficiency.Whatyou'lldo: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 experienceIdentifygaps, root causes, and opportunities to improve processing times and operational performancePartner with business and technology leaders to deliver best‐in‐class, customer‐centric and digital‐first experiencesEstablish and monitor KPIs, dashboards, and reporting to drive proactive and data‐informed improvementsChampion a culture of customer experience and continuous improvement, sharing insights, success stories, and best practicesConduct research, stakeholder interviews,



and impact assessments to inform process enhancements and innovationMaintain process documentation, governance, and support materials while coaching and influencing stakeholdersFacilitate sessions, map, analyze, implement and update processes to support company objectives :Facilitate workshops and reviews to analyze current processes,identifygaps, and implement sustainable improvementsDesign scalable, digital‐enabled processes that improve customer experience and reduce operational frictionCollaborate cross‐functionally (Operations, Claims, Finance, L&D, etc.) to ensure alignment and effective implementationSupport training, communication, and adoption of process enhancements across teamsMonitor live operations to ensure compliance,identifybarriers, and drive continuous improvement opportunitiesMaintain operational tools, documentation, and platforms (e.G., SharePoint) to support process executionBuild 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 organizationDefine metrics, benchmarks, and reporting to measure effectiveness and support continuous improvement initiativesGather and prioritize business requirements, assessing cross‐functional impacts and dependenciesDrive process improvements that enhance customer satisfaction and reduce employee and broker friction pointsPartner across teams to deliver scalable, digital‐first solutions and support transformation objectivesFoster a high‐performance, continuous improvement culture through engagement, coaching, and operational excellence initiativesWhatYou'llNeed to SucceedCollege orUndergraduatedegree in related field5+ 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 preferredAbility and experienceofmapping processes usingtools likeMicrosoft Visio softwareExperienced in facilitating stakeholder sessions/ workshopsfor mapping and approval of business processesExtensive experience building and designing customer experience program(s)Excellent interpersonal and leadership skillsExperience in Insurance Business Transformations (Claims, P&C, Commercial)Experience with analyzing large data sets and record of implementing large scale process changesDeep understanding of enabling technology, tools, and methodologyStrong interpersonal, communication, influencing, facilitation, analytical, and problem‐solving skills to work effectively with cross functional teamsWorking knowledge of MS OfficeChange management and continuous improvement mindsetAbility to work effectively in an independent environmentSelf‐starter with excellent organizational and time management discipline to coordinate multiple concurrent efforts and performs with minimal instructionStrategic thinking and Analytical skillsRun cross‐functional team meetings efficiently and optimally, with the ability to connect dots and influence key decisionsIfyou'reready to be a core part of our mission and make a tangible impact from day one, we want to hear from you.#LI-HybridThe 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 rangereflects the expected base salary for this role but may notrepresentthe 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.This posting pertains to an existing vacancy that is actively being filled.Accessibility for applicantsGore Mutual Insurance Company is committed to providing accommodations for people with disabilities during all phases of the recruiting process, including the application process.If you require accommodation because of a disability, we will work with you to meet your needs.Contact us and a human resources representative will consult with you to determine an appropriate accommodation.Should you request an accommodation during the interview process, please notify your Talent Acquisition Consultant. #J-18808-Ljbffr

📌 Manager Process Excellence & Customer Experience (Cambridge)
🏢 Gore Mutual Insurance
📍 Cambridge