Manager, Donor Experience Strategy and Design

Canadian Blood Services; Ottawa; Hybrid; CAD 115,000 - 135,000; Full time

Benefits offered by this job

Payment in lieu of vacation

Annual performance award up to 10%

Payment in lieu of benefits

Employee discounts, wellness program,

Job summary

Canadian Blood Services seeks a Temporary full-time Manager, Donor Experience Strategy and Design to lead the Insights and Donor Experience team. You will shape donor journeys, design improvements and build strategies to boost donor satisfaction, retention and lifetime value.

You will collaborate across regions, translate insights into practical initiatives, and establish dashboards and KPIs to demonstrate impact.

Qualifications

• University degree in Business Admin, Marketing, Service Design, or related field.
• Master’s degree in business, design strategy, innovation, or related field preferred.
• Certification in customer experience, behavioural science, design thinking, UX/CX, or project management is an asset.
• Proficiency with Figma, FigJam, and Monday.com.
• Minimum of 5 years in customer experience strategy, service design, or marketing strategy.
• Deep knowledge of customer experience principles and journey mapping.
• Experience leading transformation or experience innovation initiatives.
• Experience with change management and agile methodologies.

Responsibilities

• Map donor journeys and design improvements that boost loyalty and lifetime value.
• Develop organization-wide donor experience strategies and business cases for investments.
• Lead cross-functional teams to deliver consistent donor-centred experiences across channels.
• Translate donor insights into practical initiatives to improve satisfaction and donation frequency.
• Develop performance indicators, dashboards and executive reporting to demonstrate ROI.

Skills

Human-centred design

Journey mapping

Strategic leadership

Cross-functional leadership

Analytics / dashboards

Storytelling

Change management

Agile methodologies

Communication

Education

Bachelor's in Business/Admin/Marketing/Design

Master's degree preferred

CX/UX certs are assets

Tools

Figma

FigJam

Monday.com

Job description

Manager, Donor Experience Strategy and Design

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

This role requires a minimum of 40% on-site presence at our Ottawa (1800 Alta Vista Drive) or Toronto (67 College Street) site office. Additional on-site work may be required based on business needs. On-site expectations are subject to change and may be adjusted on a temporary or permanent basis.

Employment status: Temporary full-time

Position's anticipated end date: 2028-02-24

Salary/Rate of pay: $114,800 - $135,100

Application requirements

• Your up-to-date resume.

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.

About the role

Canadian Blood Services is looking for a Temporary full-time Manager, Donor Experience and Strategy Design to join our dynamic Insight and Donor Experience team in our Donor Experience and Corporate Reputation (DECR) division.

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

As Manager, Donor Experience Strategy and Design, you will shape integrated strategies that improve every stage of the donor journey. You will lead service design and experience transformation initiatives, using donor insights and performance data to strengthen satisfaction, retention and donation frequency. This role will suit a collaborative, strategic leader who enjoys turning complex insights into practical improvements and aligning teams around a shared vision.

• Using your expertise in human-centred design, you will map donor journeys, identify the moments that matter and design improvements that build donor loyalty and lifetime value.
• Drawing on strong strategic and business skills, you will develop organization-wide donor experience strategies and compelling business cases for investments in innovative tools, platforms and services.
• Through collaborative leadership, you will bring teams together across functions and regions to deliver consistent, donor-centred experiences across channels.
• Applying your analytical abilities, you will translate donor insights and emerging trends into practical initiatives that improve satisfaction, retention and donation frequency.
• With a focus on measurable results, you will guide the development of performance indicators, dashboards and executive reporting that demonstrate impact and return on investment.

Desired education and skills

• A university degree in Business Administration, Marketing, Service Design, or a related field is required.
• A master’s degree in business, design strategy, innovation, or related field is preferred.
• Relevant professional certification in areas such as customer experience, behavioural science, design thinking, UX/CX, or project management are considered an asset.
• Proficiency with collaborative design and project management tools such as Figma, Figjam, and Monday.com
• Minimum of 5 years of progressively responsible experience in customer experience strategy, service design, or marketing strategy.
• Deep knowledge of customer experience principles, human-centered design with a strong understanding of service design methodologies, and journey mapping tools.
• Demonstrated success leading transformation or experience innovation initiatives.
• Experience with change management, agile methodologies, and experience platforms.
• Leadership experience with cross-functional teams and direct reports, with the ability to build alignment and influence across a matrixed organization.
• Comfortable navigating ambiguity and creating clarity and structure in complex or undefined spaces.
• Strong storytelling skills, with the 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

• Payment in lieu of vacation
• Annual performance award up to 10%
• Payment in lieu of benefits
• Employee discounts, wellness program, professional resources

What you can expect

• This role will work in a hybrid environment, with requirements to be onsite at our Ottawa (1800 Alta Vista Drive) or Toronto (67 College Street) site office location 40% of the time/2 days of the week.
• You will work Monday to Friday, 37/5 hours per week, 7.5 hours per day.
• You may be required to travel quarterly for this role, and as required.

We acknowledge that the work of Canadian Blood Services spans many Territories and Treaty areas across the country, and we are grateful for the Traditional Knowledge Keepers and Elders who have guided us in this important work. We recognize the land and waters that have inspired our work and offer gratitude to those Indigenous peoples on whose territory we work, live and play.

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.

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.