CX Journey Manager

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We look forward to hearing from you!

Position Highlights

The CX Journey manager plays a critical role in leading the improvement of the experience of our customers in alignment with our Purpose and Values to move all British Columbians forward. This is achieved through supporting the development of leading customer improvement efforts, and establishing and sustaining leading CX practices, frameworks and methodologies across ICBC.

Responsibilities

• CX Strategy Support (Design & Management): Develops content, facilitates conversations, and supports the development of the CX strategy, considering the identification of opportunities, prioritization, roadmap design, and monitoring of the execution of the strategy. Supports the development of a diverse range of documents and reports intended for presentation to senior executives, the board of directors, project sponsors, business leads, and other key stakeholders.

• Customer Journey Management: Continuously manages the end-to-end experience of core customer journeys, connecting insights and analytics, pain points, and business processes to provide a holistic view of the customer journeys. 

• CX Journey Initiatives Prioritization & Implementation: Applies internal frameworks to identify journey improvement opportunities and collaborates with various departments and teams to gain a deeper understanding of the necessary capabilities, potential dependencies, prioritization and implementation.

• CX Governance: Leads key CX governance-related processes, including the design and implementation of required structures, ongoing identification of improvement areas, and the design and delivery of CX training across the organization.

Position Requirements

• Bachelor's degree in business, economics, or a related field.

• 5+ years of experience in customer strategy, corporate strategy, strategic planning, consulting, or a related field.

• Passion for improving the customer experience by following a human-centered design process.

• Strong analytical and problem-solving skills, with experience in both quantitative and qualitative analysis.

• Excellent communication and collaboration skills.

• Experience working with internal stakeholders and senior management.

• Proficiency in Microsoft Office, especially PowerPoint; additional experience with other data analysis tools appreciated but not required.

We are looking for someone who is passionate about customers and has a strong track-record of working collaboratively with cross-functional teams. If you have a strategic mindset, a passion for customers, as well as a strong interest in creating insights and storytelling, we encourage you to apply.

About us: 

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

Work arrangements defined: 

• Hybrid 8 – you will work a minimum of 8 days in a 4-week period at your primary office headquarters (typically 2 days per week). The remaining days will be remote within British Columbia. 

 ICBC provides comprehensive benefit coverage to all eligible employees including a defined benefit pension plan and 4 weeks’ vacation, plus 3 Wellness Days per year.

• Three options available for your health and dental coverage
• Employee and Family assistance program (wellness support)
• Basic group life insurance
• Voluntary group life insurance
• Critical Illness insurance
• Sick leave plan – 100% of pay for a period of a maximum of 8 weeks
• Long term disability plan
• Pension plan – defined benefit pension plan that pays a benefit to you or your beneficiary upon termination, death, or retirement.

Our values guide how we interact with customers, stakeholders, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work

• Collaborative: We include different perspectives to reach our common goals.
• Supportive: We seek to understand to meet diverse and evolving needs.
• Straightforward: We simplify the complex to make things easier.
• Knowledgeable: We gain knowledge through experience and learning to make informed decisions

We invite you to apply today and find out why employees recommend ICBC to their friends and family as an excellent place to work. We value and seek to maintain an environment of Collaborative, Supportive, Straightforward, and Knowledgeable team. Come join us at one of BC’s Top Employers!

Only candidates legally entitled to work in Canada will be considered for this position.

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