Manager, Customer Experience & Insights

Manitoba Public Insurance; Winnipeg; On-site; CAD 80,000 - 120,000; Full time

Job summary

A leading public service organization is seeking a Manager of Customer Experience & Insights to lead a team focused on customer data and experience design. This role involves developing strategies to enhance customer interactions and drive meaningful change, requiring strong leadership and a visionary approach.

Benefits

Flexible health, dental and vision plans

Health spending account

Registered pension plan

Professional development support

Flexible work arrangements

Employee and family assistance program

Qualifications

• 8+ years of leadership experience in CX, customer insights, or digital strategy.
• Proven ability to deliver visible outcomes that drive trust and change.
• A proactive, solutions-oriented visionary.

Responsibilities

• Lead the development and execution of an integrated customer insight-to-action strategy.
• Build internal credibility by translating feedback and insights into decisions and results.
• Mentor a team of skilled professionals.

Skills

Leadership

Communication

Problem Solving

Visionary Thinking

Job description

Overview

Turn insight into action. Build credibility. Inspire change.

We’re hiring a Manager of Customer Experience & Insights to lead the team responsible for connecting our customer data, feedback, and experience design efforts into one integrated function. Reporting to the Director of Customer Experience, Strategy, Planning & Execution, you’ll be responsible for delivering meaningful, measurable outcomes, not just diagnosing what needs to change, but helping us change it.

This role is for someone who thrives on turning potential into progress. As a key advisor and partner to senior leaders, you’ll lead the Customer Insights, CX Design, and UX teams, and help transform how we listen, learn, and act on what matters most to Manitobans.

You’ll also champion the use of customer and operational data to identify opportunities, remove barriers, and accelerate change, ensuring customer insights shape roadmaps, digital experiences, and business priorities.

Responsibilities

• Lead the development and execution of an integrated customer insight-to-action strategy.
• Lead and elevate the CX, Insights, and UX functions as a unified, action-oriented team.
• Build internal credibility by translating feedback and insights into decisions and results.
• Establish CX performance frameworks and demonstrate the ROI of experience improvements.
• Strengthen relationships across business lines by enabling their success, not just pointing out their problems.
• Mentor a team of skilled professionals and help them grow into doers, not just thinkers.

Qualifications

• 8+ years of leadership experience in CX, customer insights, or digital strategy.
• Proven ability to deliver visible outcomes that drive trust and change.
• A proactive, solutions-oriented visionary with the ability to think “outside-the-box” to improve the total customer experience.
• A builder and connector with excellent communication and vision.
• Skilled at navigating internal complexity with calm, clarity, and confidence.
• Based in Winnipeg, with a passion for improving public service delivery.

If you're ready to lead with purpose and help drive accountability, visibility, and impact across our customer experience portfolio, we’d love to hear from you.

Employee Benefits

Health benefits

We offer a comprehensive health benefits program that includes:

• flexible health, dental and vision plans
• health spending account
• travel health coverage
• other extended health benefits such as ambulance, massage and physiotherapy

Financial security

In an effort to support financial security, we offer:

• registered pension plan
• group, dependent, and optional life insurance coverage
• critical illness insurance
• sick leave to cover short-term disability
• long-term disability

Wellness

We offer programs that focus on how to better achieve a balance between work and personal commitments, as well as maintain a healthy workplace culture. This includes:

• vacation entitlement
• flexible work arrangement for eligible positions
• maternity, parental and adoptive leaves
• bereavement and family responsibility leaves
• employee and family assistance program
• mental-health programming
• lunch-and-learn offerings
• discounted gym memberships and wellness account

Diversity and inclusion

Manitoba Public Insurance believes that diversity and inclusion strengthens us. We consider ourselves to be a barrier-free organization where individual values, beliefs and practices are respected and appreciated for the diversity they bring to our work life.

Employee recognition

It’s important to recognize our employees for their contributions. Not only do we recognize employees as they achieve milestone years in their careers, we also have several outlets for leaders and peers to reward each other for work well done.

Professional development

We want our employees to grow, which is why we offer support in keeping their skills up-to-date. We offer in-house training, professional development and an educational assistance program.

Safety and health

In an effort to encourage a safe and healthy work environment, we offer various safety, health and workplace policies and programs along with technical expertise and assistance to support employee activities in safety and health.