Gore Mutual Insurance
Manager Process Excellence & Customer Experience
Cambridge, Ontario, Canada · Senior
Sponsorship not specifiedDetected 42 days ago
Process ImprovementResearchCommunicationCritical ThinkingMentoringSharePointProperty & Casualty
About the role
- At 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
Responsibilities
- 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
- 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
- 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
Nice to have
- Identify gaps, root causes, and opportunities to improve processing times and operational performance
- 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
- Gather and prioritize business requirements, assessing cross-functional impacts and dependencies
- Foster a high-performance, continuous improvement culture through engagement, coaching, and operational excellence initiatives
- College or Undergraduate degree in related field
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This listing is sourced directly from Gore Mutual Insurance's careers page and normalized into a canonical job model.