Manager, Digital Experience

6 months ago

Waterloo, Canada University of Waterloo Full time

Overview:
The Manager of Digital Experience (UI/UX) plans and executes the strategic direction of all new and existing web related products including defining the design and user experience for WUSA’s web environment and identifying whether new products or features will fulfill customer needs and larger organization objectives.

This role has several crucial accountabilities related to increasing digital engagement of our students, ensuring the accessibility and scalability of all web properties, and providing strategic leadership for the various websites across the unit.

The manager will work directly with the development manager, infrastructure manager, marketing managers and with product managers to understand product requirements, and execute on creative, practical solutions to achieve organization’s long-term goals. The Manager will establish design standards and principles accompanying design systems to ensure accessibility, scalability, and functionality to deliver modern and robust user interface for WUSA’s digital presence.

Provide leadership and guidance on all information architecture and web design within WUSA and its subsidiaries across campus.

**Responsibilities**:
Develops and directs the WUSA digital experience strategy encompassing front-facing student products and engagement including the design, development and support of all web properties
- Create strategic project plans, define key performance indicators (KPIs), and establish timelines and milestones for WUSA’s web design team
- Develop and maintain system-level web components, patterns, and documentation in WUSA design systems for designers and developers to reference
- Define design standards and principles to ensure consistent, cohesive digital experiences across WUSA and subsidiary products
- Develop effective Information Architecture (IA)/ User-experience (UX) solutions that provide optimal pathways for site visitors (navigation menus & navigation paths)
- Develop and present strategic recommendations to entire WUSA leadership team for online, mobile properties plus employee-facing tools
- Oversees website structure, content updates, and coordination of all web pages including the planning, creation and implementation of content design, navigation, user interface and functionality
- Ensure to drive innovation across User-Centered Design practice
- Recommend and implement the best approaches of user experience
- Collaborate with various teams to design end-to-end chain of services, systems, and human interactions.
- Prepare strategies and implement plans for cross-channel to assist customer-facing self-service.
- Identify improvement areas plus prospective competitive advantage for advanced research as well as exploration
- Ensure to prioritize User-Centered Design projects, improvements, and content as per enterprise priorities as well as Experience Systems
- Create and finalize prototypes of design solutions for the development team

Manage web materials ensuring for Ontarians with Disabilities Act (AODA) compliance
- Manage the successful delivery of digital experiences while ensuring compliance with AODA accessibility standards.
- Develop project plans that include specific milestones and deliverables related to AODA compliance
- Work closely with the development manager, infrastructure manager, marketing managers, and product managers to ensure AODA requirements are understood and implemented effectively
- Conduct accessibility audits and assessments of digital experiences to identify areas of non-compliance
- Develop strategies and solutions to address accessibility issues and improve overall user experience for individuals with disabilities
- Educate and train the WUSA staff on AODA accessibility standards and requirements
- Collaborate with external accessibility experts or consultants, if needed, to ensure compliance with AODA standards
- Implement quality assurance processes to test for accessibility and usability, including assistive technology testing
- Regularly communicate progress, challenges, and recommendations related to AODA compliance to stakeholders and IT Director

Management of e-commerce experience
- Inspecting landing pages, product information, checkout options, and all other pertinent website-related systems to ensure their visual appeal, accuracy, and ease of use
- Assisting with decisions about promotions such as discounted offers and affordable bulk packages
- Support and manage multi-million-dollar e-commerce initiatives retailing event tickets, food/beverage products, sponsorship, donations
- Collaborating with appropriate stakeholders to ensure the rollout of website changes
- Monitoring website traffic and customer reviews to gauge responses to site updates
- Work with WUSA IT and marketing teams to implement website modifications to improve Search Engine Optimization (SEO).Work with Business Managers to create and design the UI for web based, point of sale systems

Provide ongoing train

  • Customer Experience Liaison

    4 weeks ago

    Waterloo, Ontario, Canada Northern Digital Inc Full time

    Job Title: Customer Experience RepresentativeJob Summary:At Northern Digital Inc, we are committed to delivering exceptional customer experiences. As a Customer Experience Representative, you will play a critical role in ensuring our customers receive the highest level of support throughout the sales process and beyond. You will work closely with our...

  • Customer Experience Liaison

    4 weeks ago

    Waterloo, Ontario, Canada Northern Digital Inc Full time

    Job Title: Customer Experience RepresentativeJob Summary:At Northern Digital Inc, we are committed to delivering exceptional customer experiences. As a Customer Experience Representative, you will play a critical role in ensuring our customers receive the highest level of support throughout the sales process and beyond. You will work closely with our...

  • Customer Experience Representative

    2 weeks ago

    Waterloo, Ontario, Canada Northern Digital Inc Full time

    At Northern Digital Inc., we are committed to delivering exceptional customer experiences. As a Customer Experience Representative, you will play a vital role in ensuring our customers receive the highest level of support throughout the sales process and beyond.The ideal candidate will have a strong attention to detail, excellent communication skills, and...

  • Customer Experience Representative

    2 weeks ago

    Waterloo, Ontario, Canada Northern Digital Inc Full time

    At Northern Digital Inc., we're committed to delivering exceptional customer experiences. As a Customer Experience Representative, you'll play a vital role in ensuring our customers receive the highest level of support throughout the sales process and beyond.The ideal candidate will have a strong customer focus, excellent communication skills, and the...

  • Customer Experience Representative

    2 weeks ago

    Waterloo, Ontario, Canada Northern Digital Inc Full time

    At Northern Digital Inc., we're committed to delivering exceptional customer experiences. As a Customer Experience Representative, you'll play a vital role in ensuring our customers receive the highest level of support throughout the sales process and beyond.The ideal candidate will have a strong customer focus, excellent communication skills, and the...

  • Customer Experience Liaison

    3 weeks ago

    Waterloo, Ontario, Canada Northern Digital Inc Full time

    At Northern Digital Inc., we are committed to delivering exceptional customer experiences. As a Customer Experience Representative, you will play a vital role in ensuring our customers receive the highest level of support throughout the sales process and beyond.The ideal candidate will have a strong customer focus, excellent communication skills, and the...

  • Customer Experience Liaison

    4 weeks ago

    Waterloo, Ontario, Canada Northern Digital Inc Full time

    At Northern Digital Inc, we're committed to delivering exceptional customer experiences that drive business growth and success. As a Customer Experience Representative, you'll play a critical role in ensuring our customers receive the highest level of support throughout the sales process and beyond.Key Responsibilities:Provide first-level screening of...

  • Customer Experience Liaison

    4 weeks ago

    Waterloo, Ontario, Canada Northern Digital Inc Full time

    At Northern Digital Inc, we're committed to delivering exceptional customer experiences that drive business growth and success. As a Customer Experience Representative, you'll play a critical role in ensuring our customers receive the highest level of support throughout the sales process and beyond.Key Responsibilities:Provide first-level screening of...

  • Customer Experience Liaison

    1 month ago

    Waterloo, Ontario, Canada Northern Digital Inc Full time

    At Northern Digital Inc., we're committed to delivering exceptional customer experiences that drive business growth and success. As a Customer Experience Representative, you'll play a critical role in ensuring our customers receive the highest level of support throughout the sales process and beyond.Key Responsibilities:Provide first-level screening of...

  • Customer Experience Liaison

    1 month ago

    Waterloo, Ontario, Canada Northern Digital Inc Full time

    At Northern Digital Inc., we're committed to delivering exceptional customer experiences that drive business growth and success. As a Customer Experience Representative, you'll play a critical role in ensuring our customers receive the highest level of support throughout the sales process and beyond.Key Responsibilities:Provide first-level screening of...

  • Product Owner

    4 weeks ago

    Waterloo, Ontario, Canada Manulife Insurance Malaysia Full time

    Product Owner - Digital ExperienceWe are seeking a highly motivated Product Owner to join our team in Canada Retirement. As a Product Owner, you will be responsible for delivering market-leading plan education and statement experiences to our plan members.Key Responsibilities:Own the product backlog and feature prioritizationProvide clarity on what and why...

  • Product Owner

    4 weeks ago

    Waterloo, Ontario, Canada Manulife Insurance Malaysia Full time

    Product Owner - Digital ExperienceWe are seeking a highly motivated Product Owner to join our team in Canada Retirement. As a Product Owner, you will be responsible for delivering market-leading plan education and statement experiences to our plan members.Key Responsibilities:Own the product backlog and feature prioritizationProvide clarity on what and why...

  • Customer Experience Liaison

    3 weeks ago

    Waterloo, Ontario, Canada Northern Digital Inc Full time

    At Northern Digital Inc., we're committed to delivering exceptional customer experiences. As a Customer Experience Liaison, you'll play a vital role in ensuring our customers receive the highest level of support throughout the sales process and beyond.The ideal candidate will have a strong background in customer management, sales support, and sales...

  • Customer Experience Liaison

    4 days ago

    Waterloo, Ontario, Canada Northern Digital Inc Full time

    Customer Experience Representative DescriptionAt Northern Digital Inc., our mission is built around using our measurement technologies to improve medical procedures and patients' lives.This requires product innovation that is achieved through fostering collaboration, trust, and strong relationships.As a Customer Experience Representative, you will work with...

  • Customer Experience Liaison

    3 weeks ago

    Waterloo, Ontario, Canada Northern Digital Inc Full time

    At Northern Digital Inc, we're dedicated to using our measurement technologies to improve medical procedures and patients' lives. This requires innovative product development, achieved through collaboration, trust, and strong relationships. As a Customer Experience Representative, you'll work with talented individuals who are passionate about pushing...

  • Customer Experience Liaison

    3 weeks ago

    Waterloo, Ontario, Canada Northern Digital Inc Full time

    At Northern Digital Inc, we're dedicated to using our measurement technologies to improve medical procedures and patients' lives. This requires innovative product development, achieved through collaboration, trust, and strong relationships. As a Customer Experience Representative, you'll work with talented individuals who are passionate about pushing...

  • Digital Platform Manager

    3 weeks ago

    Waterloo, Ontario, Canada Randstad Full time

    Contribute to Digital ExcellenceWe are seeking a skilled Digital Administrator to join our team at Randstad. As a key member of our Advisor Sales & Marketing Support team, you will play a vital role in maintaining and reviewing Sun Life advisor workspaces within our digital presence management platform.Key Responsibilities:Maintain user databases and ensure...

  • Digital Platform Manager

    3 weeks ago

    Waterloo, Ontario, Canada Randstad Full time

    Contribute to Digital ExcellenceWe are seeking a skilled Digital Administrator to join our team at Randstad. As a key member of our Advisor Sales & Marketing Support team, you will play a vital role in maintaining and reviewing Sun Life advisor workspaces within our digital presence management platform.Key Responsibilities:Maintain user databases and ensure...

  • Digital Marketing Manager

    4 months ago

    Waterloo, Canada Condo Culture Inc. Full time

    **Job Title**:Digital Marketing Manager **Company**:Condo Culture Brokerage Inc **Location**:Waterloo / Remote **About Us** At Condo Culture, we approach the real estate business differently, progressively and with a desire to be the best. We leverage tech, intense specialization and a genuine passion for what we do by collaborating, learning and...

  • Digital Analytics Manager

    2 weeks ago

    Waterloo, Ontario, Canada Manulife Full time

    Job Title: Digital Analytics ManagerThe Digital Analytics Manager will play a key role in the Global Performance Marketing Shared Service, contributing to the successful implementation and continuous development of the digital strategy across Manulife's Group Benefit (GB) business. This role will support the digital marketing team, GB Business teams &...