Sr Manager Customer Digital Channels

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We look forward to hearing from you!

Position Highlights

The Customer Experience team is seeking an experienced Senior Manager, Customer Digital Channels who will play a key role to drive achievement of ICBC’s customer experience goals. Reporting to the Director of Customer Experience, the role is expected to serve as the leading expert on Digital Product and Channel development. The role will lead multiple teams responsible for digital products (ICBC digital customer channels), user experience and digital channel analytics, working closely with business, operations and technology teams to ensure consistency in design, deployment and monitoring of customer facing channels, as well as the end-user experience.

The role will be responsible for mobilizing the organization’s digital experience vision, developing initiatives, tactics, roadmaps and plans to successfully achieve positive sentiment and adoption.  The role holder will be expected to develop strong working relationships with a diverse group of business leaders, cutting across different priorities, to facilitate the achievement of organizational and departmental objectives.

Your responsibilities will include:

• Developing and monitoring customer experience related digital channel standards and participate in the planning process for ICBC’s digital channel mix, functionality and upgrades with business and technology leaders

• Being a customer experience champion, promoting a series of simple, clear objectives for customer digital journey across distributed teams to ensure excellence in channel development work

• Leading the planning and oversight of channel development initiatives including leveraging insights from customer journeys and touchpoints to ensure customer experience standards are met throughout the conception, design, testing and rollout phases

• Ensuring all customer facing channel development work is based in data-driven insights into user experience, primarily obtained through effective channel monitoring capabilities and supplemented by customer feedback from business teams

• Co-developing and deploying Channel KPIs with respective business owners to track ROI on identified channel enhancement opportunities, ensuring customer experience lens is consciously applied throughout the channel’s lifecycle

• Leading the team and prioritizing workstreams to deliver on organizational, divisional and departmental initiatives, providing guidance and expertise to team members as required

• Ensuring effective customer experience governance and representation on committees and bodies overseeing channel development and participating in the prioritization and issue resolution process

• Establishing ways of working with key partners, this being a new approach to channel management not seen previously at ICBC

The Manager Customer Digital Channels will be a key driving force to embed our customer experience vision and principles in all future enhancements, thereby providing a better quality of service to all British Columbians.

Position Requirements

To be successful in this role, you will bring the following skills and experience:

• Demonstrated success with 7 to 10 years of experience in a senior Customer Experience leadership position, including a proven track record in implementing user experience tenets within existing products and services

• Related education and training including a degree and professional designation or certifications (PMP, Human Centred Design, Certified Customer Experience Professional, PROSCI, Agile, Google Analytics, UX Design etc.) are highly preferred

• Demonstrated success working closely with leaders across lines of businesses, influencing, and collaboration in cross-functional teams

• Experience using a wide range of resources to anticipate changes in market and customer expectations and providing leadership to live up to those expectations

• Ability to define and understand business objectives, and align CX accordingly by leveraging customer feedback, channel monitoring data and your analytical skills to define and solve problems

• Demonstrated understanding of CX, UX, and human-centered design principles and experience applying them for maximum impact on the customer and user experience

• A data-driven mindset and an aptitude for technology that will help identify and leverage tools and technologies to help our businesses deliver, manage, measure and improve customer experience

• Proven ability to manage complex workflows and adherence to stringent policy requirements while implementing meaningful change.

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. 

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!

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.

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