مدير تجربة العملاء والتحول الرقمي | الدار البيضاء (المغرب)

Job description

Company culture :

Royale Marocaine d'Assurance operates within a predominantly cooperative culture, where people, trust and collaboration are central to daily practices. The company promotes a close management style focused on support, empowerment and strong interpersonal relationships. This collaborative foundation is complemented by a strong innovation mindset, fostering initiative and adaptability, as well as a performance-oriented approach driven by results and customer focus. Clear processes and structured practices further contribute to operational reliability and efficiency.

Job :

Join a major player in the Insurance / Brokerage sector as a CX & Digital Transformation Manager. If you want to shape the future of customer experience and lead innovative digital transformation projects, this opportunity in Casablanca is for you. Your mission will be to define and orchestrate the overall customer experience strategy, in line with digitalization initiatives, to strengthen our market position.

The main goal is to significantly improve our customers' satisfaction and loyalty through a smooth and personalized omnichannel experience. It also involves accelerating our digital transformation by identifying and implementing technologies and processes that will optimize our operations and offer new value propositions.

Your responsibilities will cover a wide range of strategic and operational activities. You will be asked to:

• Design and deploy the overall CX strategy by mapping customer journeys and identifying friction points.
• Lead digital transformation projects, from ideation to implementation, ensuring alignment with business objectives.
• Analyze customer data to extract actionable insights and guide decision-making.
• Collaborate closely with marketing, sales, IT, and operational teams to ensure a coherent approach.
• Implement and monitor key performance indicators (KPIs) related to CX and digitalization.
• Supervise technological and competitive intelligence to anticipate market changes.
• Manage the budget allocated to CX and digital initiatives.
• Promote a customer-centric culture within the organization.

Required profile :

A Master's degree (Bac +5) or higher is required, ideally with a recognized specialization in Project Management, Studies, R&D, or Marketing.

With 10 to 20 years of proven experience, ideally gained in the insurance or brokerage sector, you have proven expertise in managing complex digital transformation projects and improving customer experience.

• Excellent understanding of CX challenges and digital methodologies.
• Proficiency in data analysis and CRM tools.
• Proven skills in project management and team leadership.
• Ability to define a strategic vision and translate it into concrete action plans.
• Exceptional interpersonal and communication skills to unite stakeholders.
• Results-oriented with a strong ability to adapt in a fast-evolving environment.
• Proficiency in French and English, both spoken and written.

If your background matches this description and you are ready to take on this exciting challenge, don't wait to apply.