Assistant Director, Digital Experience and Communication Services

Assistant Director, Digital Experience and Communication Services Job Description

Salary Range: $108,500.18 to $144,300.18 per annum

Union/Excluded: Excluded

Security Screening: Required

Job Type: Regular full time

Additional Info: An eligibility list to fill future vacancies may be established.

Reports to: Director, Member Services and Experience

We are seeking an Assistant Director, Digital Experience and Communication Services to join our team in VICTORIA, British Columbia, Canada.

Step into a leadership role where you can shape the future of our member experience.

As we prepare for Wave 3, you’ll help lead the development of new pension plan websites and bring our Member Experience and Engagement Strategy to life, creating simpler, more intuitive and engaging experiences.

Working closely with the Director, Member Services and Experience, you’ll lead and empower managers and professional staff across digital products, user experience, content, education, forms and correspondence. You’ll set direction, align priorities, manage budgets and resources, and turn strategy into meaningful results for members and employers.

Hybrid Work Model This position is located in our Victoria, BC office. You will have the flexibility to work part of the time on-campus and part of the time off-campus. The requirement for on-campus presence is a minimum of 40% of your schedule in a month.

Additional requirements are determined by the role functions and operational needs of each business area.

Responsibilities What you’ll do

Lead and inspire the Digital Experience team, setting priorities and creating an environment where people can do their best work.

Help shape strategy, business plans, budgets, investments, and improvement priorities that advance organizational goals.

Drive the evolution of member and employer digital experiences, including website modernization, online services, correspondence, forms, and educational products.

Support strategic direction and oversee delivery priorities for digital products, user experience, content, and platforms, including the responsible adoption of AI and automation.

Champion accessible, intuitive, and audience-centred experiences, using research, data, and customer insights to guide decisions and improvements.

Strengthen governance, quality, accessibility, and performance practices to deliver consistent and reliable digital products and services.

Build strong partnerships across the organization and with technology partners and vendors to turn priorities into results.

Develop and empower employees while fostering collaboration, innovation, accountability, inclusion, and continuous learning.

Qualifications Must have

Degree in communications, digital media, user experience, business administration, public administration, marketing, or related discipline.

Five years of progressive experience in digital experience, communications, user experience, product management or a related service environment including:

Managing digital products, services, or portfolios throughout their lifecycle.

Supervising professional or cross-functional teams, including assigning work, coaching, supporting development, and managing performance.

Leading cross-functional initiative, digital transformation, emerging technology adoption and service improvements.

Managing operations, budgets, resources, competing priorities, risks, vendors, and service commitments.

Developing and implementing business plans, strategies, governance, quality standards, and evidence-based performance improvements.

Building relationships and providing strategic advice to senior leaders and partners.

An equivalent combination of related education, training, and experience may be considered.

Nice to have

Experience overseeing website modernization and digital platform delivery.

Working with technology partners on content and communications platforms, authenticated services and integrations.

Experience with digital product roadmaps, using research and analytics to improve member or customer experiences.

Experience overseeing correspondence, forms and structured content.

Working in pensions, financial services, insurance, government or other regulated environments.

Knowledge, Skills and Abilities

Knowledge of digital communications, product management, member experience, UX, service design, content strategy, accessibility and continuous improvement.

Technical fluency across websites, content and communications platforms, structured content, design systems, integrations, automation, analytics and AI.

Knowledge and skills in creative design and communication services, including cr