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 :

- Driv ing , model ing , and implement ing   technical processes   that enable the digitalization and transformation of internal business processes

- Improv ing   and standardiz ing   end ‑ to ‑ end processes   across multiple channels and platforms

- Ensur ing   processes are compliant, well ‑ governed, and aligned with business goals while contributing to a seamless customer experience

- Manag ing   and govern ing   end ‑ to ‑ end orchestration   throughout the customer journey within CRM and digital platforms

- Deep diving   i nto the   data and apply ing   process mining and journey insights   to   identify   friction, inefficiencies, and improvement opportunities

- Support ing   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 &   J ourney   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   c ommunication   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 p roficien t   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

Pr a cticalities

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

Application deadline:  16th  of September   2026 .   Screening and interviewing will start   immediately , and the position will be filled as soon as a suitable candidate is found.

To apply for the position:   Please attach your CV

Work location:   This is a Nordic position. Some   travelling   within Nordics   is   to be expected.

Applications temporarily unavailable 5–7 September

Between 5–7 September, we will be making technical updates to our recruitment system. During this period, it will not be possible to apply for this position.

Interested ? Please submit your application before 5 September or come back from 8 September to apply .

We hope to hear from you !

For more information, please contact Riina Lehtilä, Chapter lead for   Process & Journey development , [email protected] and +358 40 74 29   259