Director, Customer Experience

Brainhunter Systems Ltd; Burnaby; Hybrid; CAD 150,000 - 180,000; Full time

Job summary

An established industry player is seeking a passionate Director of Customer Experience to lead their Customer Experience team. This role is pivotal in advocating for customers, influencing strategic decisions, and optimizing processes to enhance satisfaction and retention. With a focus on people leadership and innovation, you will develop and mentor a team dedicated to customer success. The position offers a hybrid work environment and a competitive salary package, making it a perfect opportunity for those looking to make a meaningful impact in the healthcare sector. Join a forward-thinking organization committed to improving health outcomes for the community.

Benefits

Flexible working hours

Paid vacation starting at 4 weeks

Hybrid work environment

Generous benefits including health and dental

8% employer contribution to pension

Education allowance

Onsite gym and cafeteria

Access to virtual doctors/counsellors

Qualifications

• 10-12 years of experience in CX or customer success roles.
• 7+ years in senior leadership positions is essential.

Responsibilities

• Lead the Customer Experience team and drive strategic initiatives.
• Implement practices to enhance customer satisfaction and retention.

Skills

People Leadership

Strategic Leadership

Customer Experience

Call Centre Leadership

Process Improvement

Human-Centered Design

Customer Journey Optimization

Education

Bachelor's degree in Business Administration

Courses in Leadership/Supervision

Tools

CX Tools

Job description

Pacific Blue Cross (PBC) has been British Columbia's leading benefits provider for over 80 years. We are an independent, not-for-profit society with strong roots in BC’s health care system. We provide health, dental, life, disability, and travel coverage to 1 in 3 British Columbians through employee group plans and individual plans.

We are fueled by a commitment to keep health care sustainable for all British Columbians. Through our PBC Health Foundation, we fund projects that improve health outcomes directly related to mental health and wellbeing as well as the prevention and/or management of chronic disease. We are interested in finding people who want to make a difference and who are looking to grow their career with us.

Benefits

• Work-life balance with flexible working hours of 7.5 hours per day, Monday to Friday (i.e., 37.5 hours per week).
• Paid vacation starts at 4 weeks per year, and increases with years of service.
• Hybrid work environment (i.e., a combination of work from office and work from home days).
• Generous benefits, including extended health, dental, and life insurance; depending on the plan that you choose, these benefit premiums can be 100% paid by PBC.
• PBC contributes the equivalent of 8% of your base salary to a Defined Contribution pension plan. No employee contribution or matching is required, giving you more take-home pay than contribution programs.
• Education allowance to expand your knowledge and develop your skills.
• Onsite gym, cafeteria, and access to virtual doctors/counsellors 24/7 via our Employee Family Assistance Program!

About the Position

• We are searching for a permanent Director, Customer Experience to join our Customer Experience team.
• The starting salary will be determined based on a combination of skills, education, and experience. The salary range is $150,000 – $180,000 per year. As part of our total rewards package, you’ll be eligible for our annual bonus program.

If you’re looking to take on a role that leads the department in terms of people leadership, workforce management, strategic planning, budget ownership, change management, and overseeing projects, we want to hear from you. This is a great career opportunity with a local not-for-profit health insurance provider where you would champion being the voice of the customer.

Your skills in people leadership, strategic leadership, customer experience, and call centre leadership will help Pacific Blue Cross provide sustainable healthcare.

We offer an attractive compensation and benefits package and work-life balance. Our workplace culture values health and wellness, diversity and equality, continuing education, environmental sustainability and giving back to the community.

We are now recruiting for a Director, Customer Experience to join our Customer Experience team. This role is currently working from home 3 days a week and 2 days a week at our head office in Burnaby, BC. Apply this week if you would like to take on this role.

Key Ways This Position Makes An Impact

The Director, Customer Experience will act as a voice for the customer within the organization, will influence product roadmaps, operational process, strategic decisions, and change management.

You will be an advocate for our customers by implementing initiatives, ensuring customer needs and feedback are voiced to drive business decisions and to identify areas of improvement.

In this role, you would be the strategic leader by directing projects within the department, ensuring KPI’s are met, removing barriers, ensuring effective resource utilization, and promoting teamwork.

You would collaborate with the Associate Vice-President, Customer Experience and Individual Plans to develop strategic and tactical plans that align with the company strategic initiatives.

The Director would implement and optimize Customer Experience practices, journey designs, and blueprints to enhance customer satisfaction, retention, and organizational success.

You will be responsible for developing the annual department budget, overseeing financial results, researching and recommending business solutions, and supporting strategic leadership through the project management cycle.

In this role, you would build, lead, and mentor the Customer Experience team with a culture to promote customer obsession and innovation. In addition, you would oversee call centre service delivery, continuous improvements, and handling escalated issues.

This role leads the people in the department by providing support, determining effective staffing levels, and conducting performance management.

Key Experiences You Bring To This Role

• 10 - 12 years of related experience in CX and/or customer success including experience in process improvement, human-centered design, and customer journey optimization.
• 7+ years of experience in progressively senior leadership positions.
• Excellent knowledge of CX tools, and methodologies.
• Bachelor’s degree (or equivalent) with a major in Business Administration, Marketing, or an equivalent field including or supplemented by courses in leadership/supervision.

It’s preferred and considered an asset if you have:

• Demonstrated experience leading a department or teams in a unionized environment.
• Customer Experience (CX) certification.

If you’re excited about taking on this opportunity, we invite you to apply today and start the conversation with us about this position.

While we thank all applicants for their interest, only short-listed candidates will be contacted.

Diversity, Equity, and Inclusion

PBC is an Indigenous Works employer of choice, an Insurance Business Canada Diversity, Equity, and Inclusion award winner, one of Canada’s Greenest employers, a Canadian Centre for Diversity and Inclusion (CCDI) employer partner, and a Pride at Work partner.

We strive to create a workplace where everyone feels valued and employees feel empowered to freely participate and contribute regardless of race, ethnicity, gender, sexual orientation, religion, ability, education level, parental status, or socioeconomic status. We are an equal opportunity employer and welcome applications from all qualified candidates.

To request an accommodation in completing this job application, testing, interviewing, or otherwise participating in the employee selection process, please direct your inquiries to [e-mail] . These accommodation requests will be reviewed confidentially and, on a case-by-case basis by Human Resources.