Senior Manager, Player Experience

David Aplin Recruiting; Vancouver; On-site; CAD 120,000 - 190,000; Full time

Job summary

A leading Canadian organization in the regulated gaming industry is hiring a Senior Manager, Player Experience. This role focuses on enhancing player-centricity, leading a team to drive experience strategy, and supports innovation and insight integration. Candidates should have extensive experience in customer experience and leadership, ideally from consumer-facing organizations.

Benefits

Competitive benefits

Pension

4 weeks vacation to start with the option to purchase additional

Professional development

Qualifications

• 7 to 8 years of relevant experience, including 5 years in a people leadership role.
• Experience in customer experience, insights, or service design.
• Strong understanding of human-centered design and experience management practices.

Responsibilities

• Leads a team focused on enhancing player-centricity across the organization.
• Drives experience strategy and aligns cross-functional efforts.
• Synthesizes insights from research and data into actionable narratives.

Skills

Customer Experience (CX)

User Experience (UX)

Leadership

Project Management

Stakeholder Management

Technical Writing

Education

Bachelor of Business

Tools

Microsoft Office Suite

Job description

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We are hiring a Senior Manager, Player Experience, for our client’s Vancouver office. This is an exciting role, focused on customer insights, communication, leadership, and ideally with corporate experience from a consumer facing organization such as banking, or telecom.

About Our Client
Our client is a leading Canadian organization in the regulated gaming industry, this Crown corporation is responsible for delivering entertainment experiences through various channels, including retail and digital platforms. It operates with a strong focus on social responsibility, innovation, and player well-being, returning significant revenue to support public programs and services. The organization is guided by a commitment to integrity, transparency, and delivering value to communities across the province.

About The Opportunity
The Senior Manager, Player Experience, leads a team focused on enhancing player-centricity across the organization. This role drives experience strategy, aligns cross-functional efforts, and supports experience design, innovation, and insight integration. Reporting to the Director of Player Experience, the position transforms diverse data into actionable narratives to guide strategic decisions and business priorities.

About The Position

• Provides strategic leadership in human-centered and service design, guiding the creation of key tools such as journey maps, service blueprints, and personas.
• Translates a player-first vision into actionable strategies, driving measurable improvements aligned with organizational goals.
• Synthesizes insights from research, data, and frontline feedback into clear narratives that support executive decision-making.
• Ensures strong collaboration across experience, research, and operational teams to align on strategic and day-to-day initiatives.
• Promotes experience-driven thinking by applying design methodologies and embedding customer empathy into planning and service delivery.
• Builds organizational capability in experience design by equipping teams with practical tools, frameworks, and approaches.
• Manages strategic partnerships to support integrated, cross-functional initiatives.
• Leads a high-performing team, reviewing key deliverables, presentations, and budgets with attention to detail and strategic alignment.
• Cultivates a culture of innovation and resilience by inspiring vision, supporting change, and enabling effective communication and decision-making.
• Oversees budgeting and business case development, while also serving as a delegate for senior leadership when needed.

The Requirements

• A Bachelor of Business, or related discipline.
• Experience in customer experience, insights or user experience, service design, or 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.
• Strong undersanding of 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 audiences.
• 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.
• Proven leadership in team development, with strengths in coaching, problem-solving, and building high-performing teams.
• Corporate experience from a consumer facing organization such as banking, or telecom is preferred.

Compensation

• Annual salary range is $120,000 – $190,000 depending on experience; hiring range will be at the mid-point.
• Competitive benefits.
• Pension.
• 4 weeks vacation to start with the option to purchase additional.
• Professional development.

David Aplin & Associates Inc., operating as Aplin, and its associated brands, CompuStaff and Impact Recruitment, is an award-winning employment agency connecting diverse, top-tier talent with exceptional organizations across North America. We welcome applicants from all backgrounds and charge no fees to apply or engage with our recruiters. Our clients partner with us to help expand and diversify their teams. Please note that all applicants must be legally entitled to work in Canada, including holding any necessary work permits.

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