Gore Mutual Insurance
Insurance
ManagerProcessExcellence&CustomerExperience
Neural analysis suggests this role is
optimal for Manager candidates.
“Manager Process Excellence & Customer Experience at Gore Mutual Insurance. Skills: Process Excellence, Customer Experience, Continuous Improvement. Lead process design team. Design processes”
What You'll Achieve.
Maximize efficiency; Enhance efficiency; Enhance customer experience; Improve processing times; Improve operational performance; Deliver best-in-class experiences; Drive proactive improvements; Drive data-informed improvements; Implement sustainable improvements; Improve customer experience; Reduce operational friction; Ensure alignment; Ensure effective implementation; Drive continuous improvement opportunities; Support process execution; Ensure standardization; Ensure best practices; Measure effectiveness; Support continuous improvement initiatives; Enhance customer satisfaction; Reduce employee friction; Reduce broker friction; Deliver scalable solutions; Support transformation objectives; Foster continuous improvement culture; Achieve operational excellence
Industry & Context.
Root cause analysis; Issue remediation; Problem-solving skills
What They're Looking For.
Must Have
College or Undergraduate degree, 5+ years experience in business process optimization/reengineering, Experience mapping processes using Microsoft Visio, Facilitating stakeholder sessions/workshops, Extensive experience building customer experience programs, Experience in Insurance Business Transformations
Nice to Have
Experience with Robotic Process Automation (RPA) projects
What You'll Do.
Lead process design team
Apply critical thinking
Bring voice of broker to process design
Bring voice of customer to process design
Remediate process issues
Safeguard operational effectiveness
Safeguard employee experience
Drive operational efficiency
Establish Process design Centre of excellence
Assess business operations processes
Design business operations processes
Deploy business operations processes
Manage business operations processes
Build relationships with stakeholders
Nurture relationships with stakeholders
Drive business efficiencies
Enable business growth
Optimize processes for scale
Optimize processes for growth
Optimize processes for efficiency
Improve end-to-end processes
Enhance customer experience
Identify opportunities to improve processing times
Identify opportunities to improve operational performance
Partner with business leaders
Partner with technology leaders
Deliver customer-centric experiences
Deliver digital-first experiences
Drive data-informed improvements
Champion customer experience culture
Champion continuous improvement culture
Share success stories
Conduct stakeholder interviews
Conduct impact assessments
Inform process enhancements
Inform process innovation
Maintain process documentation
Maintain process governance
Maintain process support materials
Influence stakeholders
Support company objectives
Analyze current processes
Identify gaps in current processes
Implement sustainable improvements
Design scalable processes
Design digital-enabled processes
Improve customer experience
Reduce operational friction
Collaborate cross-functionally
Ensure effective implementation
Support communication
Support adoption of process enhancements
Monitor live operations
Drive continuous improvement opportunities
Maintain operational tools
Maintain process platforms
Support process execution
Build continuous improvement approach
Implement continuous improvement approach
Manage process repository
Govern process repository
Ensure standardization
Ensure best practices
Define reporting for effectiveness
Gather business requirements
Prioritize business requirements
Assess cross-functional impacts
Drive process improvements
Enhance customer satisfaction
Reduce employee friction points
Reduce broker friction points
Deliver digital-first solutions
Support transformation objectives
Foster high-performance culture
Foster continuous improvement culture
How You'll Work.
Team & Collaboration
Cross-functional teams; Business leaders; Vendors; Brokers; Customers; Senior leaders; Executive Committee; Internal partners; Business leaders; Technology leaders; Operations; Claims; Finance; L&D
Communication Scope
Stakeholder interviews; Presentations
Process & Methodology
Process improvement methodologies, Process modeling, Process reengineering methodologies
Full Job Description
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 diversified mutual insurer with greater scale and long-term stability. Every decision and investment remains anchored in long-term benefits 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 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 nat
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