Job Description
Work is a big part of our lives, so it makes sense to choose a company that offers truly rewarding work. At Definity, your contributions, creativity, and energy won’t go to waste. Our passionate culture and pioneering mentality infuse everything we do, which is why our one-million-plus policyholders know we’ll protect their homes, businesses, farms, cars, and pets like they’re our own.
We’re not afraid to see how far we can push the envelope to make insurance better. Our family of companies includes Sonnet, the only Canadian home and auto insurer offering a fully online buying experience, and Petsecure, the first and largest insurer of its kind in the country. We’re also preparing to become a publicly traded company, a once-in-a-lifetime career opportunity for everyone who joins our team. If you’re looking for a company that takes care of its people — and its customers — and has a track record of doing big things, get ready to love it here.
What can you expect
- Facilitate journey design and service design workshops with cross-functional teams to align on customer experience goals.
- Document and maintain customer journey maps for emerging programs and initiatives.
- Collaborate with UX Research, Product, and Design teams to capture and translate customer experience requirements into actionable insights.
- Support the development of future-state journeys by identifying friction points and opportunities for improvement.
- Apply service design principles to ensure end-to-end consistency across digital and non-digital touchpoints.
- Contribute to the evolution of our journey design toolkit and best practices.
What do you bring
- 3+ years of experience in service design, journey mapping, UX design, or a related field.
- Strong facilitation skills and experience leading collaborative workshops.
- Proficiency in journey mapping tools (e.g., Miro, Lucidchart, Smaply, or similar).
- Ability to synthesize qualitative and quantitative data into clear, actionable journey insights.
- Experience working in agile environments and collaborating with cross-functional teams.
- Excellent communication and storytelling skills to engage stakeholders and advocate for the customer.
Salary Range: $59,300 - $109,200
About Us
Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.
This position is being posted to fill an existing vacancy.
Interested in this role, but don’t meet every requirement? We encourage you to apply! We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team. We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just “nice to have” — they’re essential to our success.
What’s in it for you?
- Hybrid work schedule for most roles
- Company share ownership program
- Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
- Pension and savings programs, with company-matched RRSP contributions
- Paid volunteer days and company matching on charitable donations
- Educational resources, tuition assistance, and paid time off to study for exams
- Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
- Wellness and recognition programs
- Discounts on products and services
Go ahead and expect a lot — you deserve it.
It’s better here — but don’t take our word for it. Definity was named by Great Place to Work® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.
Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting accessibility@economical.com.
This role requires successful clearance of background checks (including criminal checks and leadership references).
About The Team
Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.
We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.
