Manager, Customer Experience

Alberta Blue Cross; Edmonton; On-site; Full time

Job summary

Alberta Blue Cross is seeking a Manager, Customer Experience to lead enterprise CX enablement, roadmap and measurement, partnering with HR, Learning, Insights, Product, Digital, Marketing and Operations to embed customer-centric practices across the organization.

The role will manage a small team, translate CX strategy into practical programs, tools and training, and influence leaders to drive accountable customer experiences and measurable improvements.

Qualifications

• Progressive experience in customer experience, customer strategy, experience management, customer insights, organizational enablement or a related discipline.
• Strong knowledge and practical application of CX methodologies, including Voice of Customer, experience measurement, personas, customer journey management and customer-centric design.
• Demonstrated experience translating CX strategy into enterprise programs, frameworks, capabilities and measurable outcomes.
• Ability to synthesize quantitative and qualitative information, identify meaningful patterns and translate evidence into clear implications and recommendations.
• Strong facilitation, communication, storytelling and relationship-building skills, with the ability to influence across diverse leaders, teams and perspectives.
• Experience leading and developing team members and creating an environment of collaboration, curiosity and continuous improvement.

Responsibilities

• Own and evolve the enterprise CX enablement roadmap, translating CX strategy into practical initiatives, programs, tools and actions that build organizational capability and adoption.
• Steward the CX measurement framework and scorecard, connecting Voice of Customer insights, customer evidence and enterprise priorities to support planning and decision-making.
• Translate CX performance, customer insights and emerging trends into clear narratives, recommendations and opportunities for focused action.
• Own and evolve the enterprise CX competency framework, partnering with Human Resources and Learning & Organizational Development to embed capability across the organization.
• Develop practical CX frameworks, toolkits, workshops and resources that help leaders and teams apply customer-centric practices in their work.
• Lead the CX Awards program, including communications, nominations, evaluation, selection and recognition, while using award stories to reinforce desired CX behaviours.
• Influence without direct authority, building shared understanding and accountability while respecting business ownership of experience delivery and operational improvements.

Skills

Customer experience

CX strategy

Experience management

Customer insights

Organizational enablement

Education

Post-secondary education

Job description

Alberta Blue Cross® is an Alberta based organization dedicated to delivering exceptional customer experience and community leadership. We’re committed to providing the best health coverage to over 1.8 million members and take an active role in promoting wellness. We believe in what we do—and place trust in our employees to deliver our vision.

Working at Alberta Blue Cross® means having a career where you’ll be recognized for your contributions. We value diversity, encourage our team members to maintain a healthy work-life balance and provide opportunities for career growth.

OVERVIEW:

Reporting to the director, Head of Experience & Enablement, the manager, Customer Experience is an enterprise enablement leader responsible for translating Alberta Blue Cross’s established customer experience strategy into action. This role will advance organizational adoption of CX practices, strengthen CX capability, connect customer evidence to enterprise priorities and support greater accountability for customer experience across the organization.

The manager will own the enterprise CX enablement roadmap, CX measurement approach, CX capability and competency framework, and CX Awards program. Working across organizational boundaries, this role equips, informs and influences leaders and teams while business areas remain accountable for operational improvements and experience delivery.

The successful candidate will lead a small team and partner with Experience & Enablement, Human Resources, Learning & Organizational Development, Corporate Insights, Product, Digital, Marketing, Sales, Service, Operations and other business areas to help embed customer-centric practices into planning, prioritization and decision-making.

WHAT YOU WILL DO:

• Own and evolve the enterprise CX enablement roadmap, translating CX strategy into practical initiatives, programs, tools and actions that build organizational capability and adoption.
• Steward the CX measurement framework and scorecard, connecting Voice of Customer insights, customer evidence and enterprise priorities to support planning and decision-making.
• Translate CX performance, customer insights and emerging trends into clear narratives, recommendations and opportunities for focused action.
• Own and evolve the enterprise CX competency framework, partnering with Human Resources and Learning & Organizational Development to embed capability across the organization.
• Develop practical CX frameworks, toolkits, workshops and resources that help leaders and teams apply customer-centric practices in their work.
• Lead the CX Awards program, including communications, nominations, evaluation, selection and recognition, while using award stories to reinforce desired CX behaviours.
• Influence without direct authority, building shared understanding and accountability while respecting business ownership of experience delivery and operational improvements.

WHAT YOU WILL HAVE:

• Progressive experience in customer experience, customer strategy, experience management, customer insights, organizational enablement or a related discipline.
• Strong knowledge and practical application of CX methodologies, including Voice of Customer, experience measurement, personas, customer journey management and customer-centric design.
• Demonstrated experience translating CX strategy into enterprise programs, frameworks, capabilities and measurable outcomes.
• Ability to synthesize quantitative and qualitative information, identify meaningful patterns and translate evidence into clear implications and recommendations.
• Strong facilitation, communication, storytelling and relationship-building skills, with the ability to influence across diverse leaders, teams and perspectives.
• Experience leading and developing team members and creating an environment of collaboration, curiosity and continuous improvement.
• Post-secondary education in business, marketing, communications, social sciences, customer experience or a related discipline, or an equivalent combination of education and experience.

This position will remain open until suitable candidates are selected.

Alberta Blue Cross® is an inclusive employer committed to a workplace that reflects the diversity of the communities we serve. We empower and are advocates for our team members by welcoming, respecting and valuing their unique perspectives, backgrounds, and experiences.

A criminal record check satisfactory to Alberta Blue Cross will be required as a condition of employment, following a conditional offer.