Process & Journey Manager

Great customer journeys are built behind the scenes

At If, we're working to make insurance simpler, smarter and more connected across channels. To make that happen, we need to bring together customer journeys, business processes and digital capabilities in a more structured and scalable way.

We're now looking for a Process and Journey Manager to help drive that work. You'll work across business and technology to turn customer insights, data and digital capabilities into better customer journeys and more effective end-to-end processes.

About the Role

As a Process and Journey Manager, you'll play a central role in building and improving end-to-end customer journeys and processes across channels. Working across business and technology, you'll use CRM capabilities, customer and process data, and digital platforms to identify opportunities, reduce friction and drive improvements that create value for customers and support business goals.

You'll help connect lifecycle management, journey orchestration and process development into a seamless end-to-end experience. From identifying improvement opportunities and designing solutions to implementation, optimization and governance, you'll play a central role throughout the process.

Your key responsibilities include:

• Driving, modeling, and implementing technical processes that enable the digitalization and transformation of internal business processes

• Improving and standardizing end‑to‑end processes across multiple channels and platforms

• Ensuring processes are compliant, well‑governed, and aligned with business goals while contributing to a seamless customer experience

• Managing and governing end‑to‑end orchestration throughout the customer journey within CRM and digital platforms

• Deep diving into the data and applying process mining and journey insights to identify friction, inefficiencies, and improvement opportunities

• Supporting delivery teams by mapping, diagnosing, and improving processes and journeys as part of ongoing initiatives and change projects

• Driving the implementation of the customer lifecycle model across channels, processes, and digital platforms

• Driving change by engaging stakeholders, supporting and facilitating adoption, and embedding new ways of working across teams

We offer

In the same way that we place high expectations on you as an employee, we also expect you to place high demands on us as an employer. Here are some of the benefits of working at If:

• An including work environment where everyone is welcome

• Career and development opportunities in the biggest insurance company in the Nordics

• Social activities, as well as highly skilled professional environment

• Possibility of hybrid workplace

• Lunch benefit

• Health promoting workplace with e.g., wellness allowance and various sports activities

• Great insurance benefits

About the Team

We follow an agile operating model at If. You will become a member of a Process & Journey development Chapter that is part of our Digital Service unit in business area Commercial. Your day-to-day work happens in a cross-functional team that consists of highly proficient and motivated colleagues in Digital service area in Customer communication and activation. Together we achieve and enjoy exceptional results and have a good time while we are at it.

Who are you?

We believe you are someone who:

• Has strategic and detail-oriented mindset with documented experience from similar roles within process development, journey management, business architecture, or digital transformation

• Has the ability to connect and bridge technology and business needs for improved efficiency and effectiveness end-to-end

• Has a solid understanding of established processes, models, and practices within the field

• Understands how different components interact across functions (system thinking)

• Is proficient utilizing CRM and data platforms

• Has strong data literacy and the ability to analyze, model, and improve processes based on insights through SQL or other programming languages

• Is comfortable working within defined guidelines while maintaining a high degree of autonomy

• Enjoys collaborating across teams and contributing to shared goals

• Fluency in English, verbal and written

• Adequate bachelor's or master's degree in economics, business administration, information systems etc.

• Previous experience of and a wish to work with agile mindset and methodologies

Practicalities

The role is Nordic, You’re based either in Stockholm, Oslo, Espoo, Turku or Copenhagen.