Vp Customer Experience

4 weeks ago

North Vancouver, Canada ICBC Full time

Are you a current ICBC Employee? Click here to access our internal portal.
- **Reference Number**: 941
- **Posted Date**: Mar 12, 2024
- **Employment Type**: Permanent Full Time
- **Hours of Work**: 7.5 hours per day - 5 day week (M-F)
- **Work Arrangement**: Hybrid 8
- **Salary Range**: $277582.50 - $362992.50 Annually
- **Location**: North Vancouver, British Columbia, Canada

**Position Highlights**

ICBC is actively seeking to hire the Vice President Customer Experience & Public Affairs to join our Executive team and lead ICBC’s Customer Experience & Public Affairs division. Reporting directly to the President & CEO, as the Vice President, Customer Experience & Public Affairs, you will oversee the implementation and evolution of ICBC’s enterprise customer experience strategy, corporate marketing strategy, including: brand position, product and service bundles, and ensure strong relations with multiple partners in government and with stakeholders to advance key ICBC initiatives. You will also lead ICBC’s commitments to Indigenous Reconciliation and be accountable for the oversight of ICBC’s road safety strategy, policy, and programs. As the member of ICBC’s executive team, the Vice President, Customer Experience & Public Affairs ensures the advancement of ICBC’s strategic goals.

**In this role, you’ll be responsible for**:

- Developing and implementing a comprehensive customer experience strategy for the company.
- Influencing across the enterprise to provide seamless interactions and value to customers.
- Identifying opportunities for new & improved customer channels and ensure a consistent and positive experience across all channels.
- Establishing and monitoring key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives.
- Staying up-to-date with industry trends and best practices in customer experience to drive innovation and continuous improvement.
- Seeking to use technology to advance goals within their portfolio.
- Developing strategic directions, goals, policies and plans related to internal and external communications in order to increase understanding and awareness of corporate objectives and achievements.
- Acting as the primary link between the corporation and the provincial government ensuring the government is aware of all corporate activities, initiatives and communications.
- Overseeing relations with the media including the response to media inquiries and the preparation and dissemination of media releases.
- Preparing, reviewing, and approving speeches, articles and public statements related to corporate activities and strategies.
- Establishing and maintaining favorable relations with all external stakeholders to ensure the interests of ICBC are met.
- Contributing to the strategic vision, plan and direction of the company.
- Overseeing the deep work required for Indigenous Reconciliation through development and execution of an action plan that considers the input from Indigenous Peoples.
- Developing and executing on ICBC’s road safety strategy, policies and programs.
- Collaborative
- Supportive
- Straightforward
- Knowledgeable

**Position Requirements**

You are a transformational, customer-focused leader with extensive experience bringing about change in a complex environment while building a culture of continuous improvement and operational excellence.
- 15+ years’ progressive experience in a senior role within a large, complex organization with multiple stakeholders with a focus on customer experience strategy, communications, marketing, government relations, or related field.
- Education in a relevant discipline.
- Demonstrated strategic thinking across a complex portfolio and ability to contribute to ICBC’s strategy and priorities.
- Demonstrated strong executive presence and success as a collaborative leader with experience attracting, developing, managing, motivating and retaining outstanding talent.
- Demonstrated commitment and success in building diverse, equitable and inclusive teams, where people are able to thrive, feel valued and have a genuine sense of belonging.
- Energy, drive and commitment to make a difference and achieve outcomes.
- Experience driving major business change (people, process and technology).
- Highly adaptable problem-solver who can deal with multi-faceted challenges.
- Ability to effectively convey ideas and concepts in a persuasive and inclusive manner.
- Commitment to continuous learning and contagious curiosity.
- Ability to confidently make sound business decisions, while also being open to having your ideas challenged.
- Strong business acumen, with a results-driven bias and a proven track record of leading teams that achieve targets and drive strategic change.
- Experience building relationships and influencing at all levels of the organization, including Board and Executive.

**About us**:
At ICBC, it’s our job to make sure the car insurance system works for all British Columbi

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