Senior Manager, Player Experience

BCLC; British Columbia; Hybrid; CAD 123,000 - 193,000; Full time

Job summary

BCLC is seeking a Senior Manager, Player Experience to lead the Player Experience function, ensuring player insights and service innovation are embedded across the organization. The role requires strong leadership, strategic vision, and a deep understanding of customer experience, aiming to enhance player-centric initiatives and drive organizational goals.

Benefits

Defined benefit pension plan

Flexible working model

Professional development sponsorship

Qualifications

• 7 to 8 years of relevant experience including 5 years in a leadership role.
• Strong understanding of Customer Experience (CX) and User Experience (UX).
• Demonstrated ability to synthesize insights for executive-level decisions.

Responsibilities

• Provides strategic leadership in human-centered design and service design.
• Translates player-centric vision into actionable strategies.
• Delivers player insights to inform senior leadership decision-making.

Skills

Customer Experience

User Experience

Service Design

Leadership

Stakeholder Management

Education

Bachelor of Business

Tools

Microsoft Office Suite

Job description

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This range is provided by BCLC. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$123,334.00/yr - CA$192,710.00/yr

BCLC exists to generate win-wins for the greater good.

For our people, our players, our communities, our industry, and our planet.

Lottery | Casino | Sports

Being a social purpose company, we are not only able to better align our business decisions with our purpose, but more importantly, we are committing to doing our part in creating a better world.

We bring our purpose to life by ensuring all our actions, behaviours and decisions create benefits for communities and the planet.

Motivated and guided by our social purpose, everything we do must benefit the greater good. And we encourage our employees, partners, players, industry and communities to engage with us on this ambition.

We want you to be where you feel you can do your best work. Most of our jobs can be done remotely providing you reside in BC.

For those who prefer working in a community with others, we have two beautiful offices in convenient locations:

2940 Virtual Way, Vancouver | 74 Seymour Street W, Kamloops

This is a Permanent, Full Time opportunity

Expected Salary Range: $123,334.00 - $154,169.00 - $192,710.00

Our typical hiring range will be +/- 5% of the midpoint shown above

Factors influencing this decision include qualifications and market conditions for the role

The Company

For nearly four decades, BCLC has delivered exceptional gambling entertainment for British Columbians. To fulfill our social purpose we have a vision to revolutionize gambling entertainment through engaging experiences that build and benefit communities. We operate national and provincial lotteries in partnership with 3500 retail partners, provide the games, technology & oversight to 37 brick & mortar casinos, and operate a safe secure and 100% legal online gambling presence PlayNow.com. In our recently completed fiscal year, BCLC generated a record $1.5 billion in net income to the Province of B.C. to support First Nations, host local governments, health care, education and community programs across the province.

Job Summary

The Senior Manager, Player Experience (PX) provides strategic leadership for BCLC’s Player Experience (PX) function, overseeing a team of PX Managers and supporting the organization's evolution towards player-centricity. This role is responsible for advancing PX capabilities across the enterprise and for ensuring that player insights, experience design, and service innovation are embedded into how BCLC delivers value to players.

Reporting to the Director of Player Experience, the Senior Manager plays a key leadership role in aligning cross-functional efforts, enabling PX Managers to effectively partner with Line of Business (LOB) leaders, and ensuring BCLC’s experience strategy is realized across all lines of business. Additionally, this role will synthesize data from multiple sources—research, feedback, behavioral data, and frontline insights—into cohesive, actionable player narratives that inform senior-level decision-making and drive strategic priorities forward.

Key Accountabilities

• Provides strategic leadership in human-centered design and service design. Oversees the creation of key design artifacts such as journey maps, service blueprints, and personas to support player experience planning.
• Translates BCLC’s player-centric vision into actionable strategies and initiatives, supporting enterprise objectives through measurable improvements in player experience.
• Delivers player insights from research, transactional data, operational feedback, and third-party research to produce clear, compelling narratives and recommendations that inform senior leadership decision-making.
• Ensures strong alignment between Player Experience (PX), User Experience (UX), Research, and Line of Business (LOB) teams in the execution of strategic initiatives and day-to-day operations.
• Acts as a champion for experience-led thinking, applying design methodologies, fostering collaboration, and integrating player empathy into strategic planning and service delivery.
• Grows Player Experience (PX) maturity across BCLC by equipping teams and leaders with the tools, frameworks, and methods to integrate experience thinking into how they work.
• Manages relationships with strategic partners to ensure cohesive and integrated approaches that strengthen cross-department initiatives.
• Leads a team and offers a strategic review of final deliverables, reports, presentations, and budgets with a high level of scrutiny.
• Fosters a creative, innovative, resilient and results-oriented culture by inspiring a shared vision, communicating with stakeholders regularly, providing decision-making support, and supporting culture and change management.
• Exemplifies leadership behaviours that support engagement of staff such as practicing meaningful recognition, inspiring a shared vision, communicating with staff regularly, coaching/mentoring others, conducting performance conversations, and supporting culture and change management initiatives.
• Develops and manages operational budgets in collaboration with the Director; prepares and presents business cases for new initiatives/expenditures and makes high-impact financial decisions aligned with the organization's strategic goals.
• Acts as a delegate for their director as required.
  
  

Qualifications

A combination of education, experience, and demonstrated skills may be considered.

Education & Experience

• A Bachelor of Business, or related discipline;
• Experience in customer experience, insights or user experience, service design, or a related discipline;
• 7 to 8 years of relevant experience, including 5 years in a people leadership role;
• Experience delivering on high-profile and strategic priorities.
  
  

Knowledge & Technical Skills

• Strong understanding for Customer Experience (CX), research, insights, and User Experience (UX);
• Demonstrated ability to synthesize and communicate insights from multiple sources to inform executive-level decisions;
• Deep knowledge of human-centered design, design thinking, service design, and experience management practices;
• Strong leadership and project management skills, with the ability to handle multiple high-priority projects;
• Exceptional stakeholder management and communication skills, with the ability to translate insights into action and influence diverse audience;
• Advanced technical writing skills, and able to draft reports and document procedures;
• Experience working in a highly regulated environment;
• Experienced with Microsoft Office Suite: Word, Excel, Outlook, etc.
  
  

COMPETENCIES

• Advanced business acumen with a results-oriented focus;
• Strong strategic vision and planning practices;
• Advanced communication and presentation skills, with an ability to communicate and address issues at all levels of the organization and with external stakeholders. Able to facilitate clear collaboration within cross-functional teams;
• Highly self-motivated; assumes personal ownership and accountability with ability to work effectively in ambiguous situations;
• Adept at managing senior-level relationships and able to lead cross-functional teams, influence business practices, and build buy-in;
• Able to inspire the creation of innovative, high-impact strategies that lead the organization to new levels of performance and an ability to communicate insights in an effective manner to many stakeholder groups;
• Exceptional team building and leadership skills, with a proven ability to motivate, coach and develop;
• Excellent problem solving and analytical thinking/innovation;
• Ability to influence or gain acceptance of others through written and oral communication methods, including presentations.
  
  

BCLC has organizational Values that reflect the culture we strive to maintain. All employees are expected to ensure their actions, decisions, and interactions consistently align with BCLC’s Values, Respect, Integrity, and Community.

Preferred Qualifications May Include

• Understanding of Agile methodology or experience working with a cross-functional team environment would be an asset;
• Understanding of B.C. gaming industry would be an asset.
  
  

What’s In It For You

• Defined benefit pension plan which provides a recurring income you can depend on for life throughout retirement
• We pride ourselves on our flexible working model which supports work-life integration and our 37.5 hour work week
• Professional development including education/certification sponsorship, in house leadership cohorts, LinkedIn Learning
• See all our rewards here
  
  

However you identify, or whatever your path in life, if you see something here that makes you excited to get to work every day, please apply. We hire people for skills, capabilities and potential, not just education and experience.

We value Respect, Integrity and Community, and we provide an inclusive environment where everyone can feel like they belong .

Our social purpose is much more than returning 100% of net income to the province in the form of healthcare & education programs, and community gaming grants. Check it out !

Did you know BCLC is an industry leader in player health and safe & responsible gambling? Find out more !

If you require accommodation so you can be at your best in the interview, please let us know: [e-mail] .

All candidates must be at least 19 years of age and legally eligible to work in Canada

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development and Sales

• Industries

  Gambling Facilities and Casinos

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