Company: CGL
Department: GO Client Experience
Employment Type: Regular Full-Time
Work Model: Hybrid (2 days in office)
Language: This role operates in English.
Additional Information: This/these role(s) is/are currently vacant
The Opportunity:As a Digital Product Analyst, you will support the ongoing development, enhancement, and optimization of Customer Relationship Management (CRM) capabilities that enable exceptional customer experiences and business outcomes. You will partner with business stakeholders, technology teams, and product leaders to analyze business needs, identify opportunities for improvement, and support the delivery of CRM solutions. Through data-driven insights and stakeholder collaboration, you will contribute to product planning, implementation, reporting, testing, and continuous improvement initiatives that drive value for our business, advisors, and clients.
How you will create impact:- Developing a deep understanding of CRM products, customer journeys, insurance business processes, and operational workflows.
- Gathering, documenting, and validating business requirements from stakeholders and translating them into user stories, process maps, and acceptance criteria.
- Supporting CRM product enhancements by conducting impact assessments, gap analyses, and solution evaluations.
- Analyzing CRM, customer, and operational data to identify trends, opportunities, risks, and process improvement initiatives.
- Developing reports and dashboards to monitor product performance, customer engagement, and operational effectiveness.
- Providing data-driven insights and recommendations to support product decisions and business objectives.
- Building and maintaining collaborative relationships with business partners, product teams, operations, underwriting, and technology stakeholders.
To join our team:- You have two to four years of experience in Product Analysis, Business Analysis, CRM, Data Analytics, Business Operations, or a related field.
- You have experience gathering, documenting, and validating business requirements and supporting technology-enabled business initiatives.
- You have experience analyzing customer, operational, or business data and presenting actionable insights and recommendations.
- You have a Bachelor's degree in Business, Information Systems, Computer Science, Data Analytics, Finance, Insurance, or a related discipline.
- You hold, or are working toward, a CBAP or CCBA designation. Salesforce Administrator, Salesforce Business Analyst, or Microsoft Dynamics 365 certifications are considered assets.
- You have knowledge of business analysis methodologies, requirements gathering, process mapping, and customer journey mapping.
- You have experience developing reports, dashboards, and performance metrics to support business decision-making.
- Having knowledge of Property & Casualty, Life, Wealth, or General Insurance operations is an asset.
- Having proficiency in both English and French is an asset.
How you will succeed:- You build collaborative relationships and work effectively with stakeholders across business and technology teams.
- You make informed decisions through strong analytical thinking, sound judgment, and data-driven insights.
- You communicate complex information clearly and effectively to diverse audiences.
- You drive results through accountability, organization, and a focus on continuous improvement.
- You adapt to changing priorities and business needs while maintaining a high level of quality and accuracy.
- You identify opportunities for process improvement and recommend practical solutions that support business objectives.
- You balance customer, operational, and business needs when evaluating opportunities and recommendations.
What you need to know:- Occasional travel may be required.
- You will be subject to a background check as a condition of employment, in the event you are the successful candidate.
What's in it for you?- Training and development opportunities to grow your career.
- Flexible work options and paid time off to support your personal and family needs.
- A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
- Paid volunteer days to give back to your community.
- In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.
Expected salary $60,574.00 to $100,956.00
The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.
Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.
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