Manager, Donor Experience Strategy and Design

Canadian Blood Services; Ottawa; Hybrid; CAD 108,000 - 126,000; Full time

Job summary

A national healthcare organization is seeking a Manager, Donor Experience Strategy and Design in Ottawa. The successful candidate will develop donor experience strategies and lead innovation initiatives to improve donor satisfaction. The role involves working in a hybrid environment and requires strong leadership and communication skills. A university degree and a minimum of 5 years in customer experience are essential. Join a team committed to making a meaningful difference in the lives of others.

Benefits

4 weeks' vacation

Annual performance award up to 10%

Comprehensive health, dental, and vision benefits

Employee discounts and wellness program

Qualifications

• Minimum of 5 years of experience in customer experience or service design.
• Demonstrated success in leading transformation initiatives.
• Advanced ability to analyze insights into strategic initiatives.

Responsibilities

• Develop enterprise-wide donor experience strategies.
• Lead journey mapping and service blueprinting.
• Collaborate with national teams for consistent delivery.

Skills

Customer experience principles

Service design methodologies

Journey mapping tools

Excellent communication

Leadership experience

Education

University degree in Business Administration or Marketing

Master's degree or certifications in UX/CX, Design Thinking

Job description

Manager, Donor Experience Strategy and Design

Location: Ottawa, ON, CA, K1G 4J5 • Toronto, ON, CA, M5G 2M1

Please note this role will work in a hybrid environment. The successful candidate will be working at one of our site offices in Ottawa (1800 Alta Vista Drive) or Toronto (67 College Street) and will be working a mixture of on‑site and off‑site work based on the parameters for our operations to meet the needs of our donors, our staff and our communities. Currently, employees are expected to have an in‑person presence for at least 40% of their work time. This requirement may vary depending upon circumstances.

Job category: Communications, marketing and public affairs Job posting ID: 7870

Employment status: Regular full‑time Classification: PTS/MGT/IT B Salary/Rate of pay: $108,493 - $125,026

• This external job posting may close earlier than the advertised deadline. We recommend applying as soon as possible.

Application requirements:

• Your up‑to‑date resume.
• We recommend you save a copy of the job posting for reference throughout the recruitment process.

Do you currently work for Canadian Blood Services? All employees must apply via the internal career page.

Together, we can make all the difference in the lives of others.

Be part of a dynamic, collaborative and caring organization committed to saving and improving lives. Thousands of patients depend on us every day for reliable access to safe blood, plasma, stem cells and organs and tissues.

If you are looking for a rewarding experience with a values and mission‑driven team, join Canada’s Lifeline and make a meaningful difference.

Canadian Blood Services is looking for a Regular full‑time Manager, Donor Experience & Strategy Design to join our dynamic Insight & Donor Experience team in our Donor Experience and Corporate Reputation division.

The Insights and Donor Experience team is responsible for supporting Canadian Blood Services by providing data driven insights into our donor base, critical to supporting our growth initiatives.

As a member of Canadian Blood Services (CBS), the Manager, Donor Experience Strategy and Design furthers the Mission, Vision, Values and objectives of CBS by designing and advancing integrated, donor‑centric strategies. In this role, you will lead service design efforts, implement experience transformation initiatives, and apply data‑driven insights to enhance every stage of the donor journey. You will be accountable for developing enterprise‑wide donor experience strategies that support donor retention, frequency, and satisfaction. You will also provide leadership and oversight to the Donor Experience team including the Manager, Donor Experience (Measurement Strategy and Methodology), ensuring alignment between design initiatives and performance measurement frameworks; and the Lead, Donor Experience Design contributing to the delivery of exceptional donor experiences by supporting the implementation of journey‑based service improvements.

• Develop and deploy enterprise‑wide donor experience strategies that support retention and increase donation frequency.
• Build business cases for investment in experience innovations, platforms, and digital tools.
• Define and standardize experience design processes across the donor lifecycle.
• Lead journey mapping and service blueprinting across donor segments.
• Identify "moments that matter" and create interventions that increase loyalty and lifetime value.
• Use human‑centered design and behavioural insights to optimize each touchpoint in the donor lifecycle.
• Align internal stakeholders around a shared vision for donor experience.
• Lead cross‑departmental working groups to execute journey improvements.
• Collaborate with national teams to ensure consistent delivery across all channels and geographies.
• Oversee the implementation of donor journey improvements supported by the Donor Experience design specialist.
• Lead the development of key performance indicators and dashboards to track donor satisfaction, retention, and NPS.
• Provide regular executive‑level reporting on donor experience impact and ROI.
• Monitor emerging trends and incorporate donor expectations into continuous improvement planning.
• Collaborate with the Manager, Donor Experience (Measurement Strategy and Methodology) to ensure coordinated evaluation of experience outcomes and continuous feedback loops.
• Partner with Marketing, Sales, NCC, Partnership, and Collections teams to ensure messaging and service delivery are experience‑aligned.
• Drive alignment between national campaign design and donor experience outcomes.
• Perform other related duties as required.

Desired education and skills

• A university degree in Business Administration, Marketing, Service Design, or a related field is required.
• A master's degree or formal certifications in UX/CX, Design Thinking, or Project Management are preferred.
• Minimum of 5 years of progressively responsible experience in customer experience, service design, or marketing strategy.
• Deep knowledge of customer experience principles, service design methodologies, and journey mapping tools.
• Demonstrated success leading transformation or experience innovation initiatives.
• Experience with change management, agile methodologies, and experience platforms.
• Excellent communication, presentation, and stakeholder engagement skills.
• Leadership experience with cross‑functional teams and direct reports.
• Advanced ability to analyze and translate insights into strategic initiatives.
• An equivalent combination of education, training and experience may be considered.

What we offer you

• 4 weeks' vacation
• Annual performance award up to 10%
• Comprehensive group health, dental and vision benefits for you and your family
• Employee discounts, wellness program, professional resources

What you can expect

• This role will work in a hybrid environment with requirements to be onsite at Canadian Blood Services location 40% of the time/2 days of the week.
• You may be required to travel quarterly for this role, and as required.

Diversity and inclusion play a vital role in ensuring health equity for patients across Canada. We are committed to reflecting Canada’s population in our organization and fostering an environment where all employees can be their authentic selves, with equal opportunities to succeed and contribute.

If this role resonates with you, we encourage you to apply by providing your up‑to‑date resume. This could be your first step towards a meaningful and inspiring career. Come to work each day knowing that you save lives.

We thank all applicants for their interest. However, only those considered for an interview or those invited to participate in an assessment will be contacted. Emails are sent directly from our system, to ensure you receive them please add [e-mail] and [e-mail] to your safe senders list.

Applicants who require accommodation should discuss their needs with us.