Lead, Digital Customer Experience

3 weeks ago

Metro Vancouver Regional District, Canada TransLink Full time

**Marketing Statement**:
A career at TransLink and our family of companies means working with people with a wide range of skills and perspectives, all teaming up towards a common goal: preserving and enhancing the region's world-envied quality of life. Together, we connect the region and enhance its livability by providing a sustainable transit and transportation network, embraced by our communities and people.

At TransLink we are dedicated to building a workforce that reflects the diversity of the communities in which we live. We’re committed to fostering an inclusive, equitable and accessible workplace, recognizing the unique value and skills every individual brings.

Looking for a great place to work where your contributions are valued and you can make a difference in a vibrant city? At TransLink, one of BC’s Top Employers, you'll help make Metro Vancouver a better place to live, built on transportation excellence. Put your future in motion

**Responsibilities**:
PRIMARY PURPOSE

Manages the product development for customer facing products, working cross-functionally with Business Technology Services or other stakeholders to deliver on the digital customer experience roadmap. Works collaboratively with various stakeholders across the enterprise to ensure customer products deliver on user needs, maximizes value, and facilitates effective communication on the advancement of digital customer initiatives.

KEY ACCOUNTABILITIES

Supports the manager in the development and implementation of enterprise-wide digital customer experience strategies, concepts, practices, techniques, and tools utilizing a customer-centric approach.

Acts as Product Owner for customer facing digital products. Acquires, maintains, and applies a maturing knowledge of business, its products and processes and practical understanding to leverage customer feedback and translate functional and non-functional requirements into high-quality agile artifacts. Works closely with the Digital Customer Experience Manager, Product Manager(s) and Business Stakeholders.

Contributes to the vision, roadmap and return on investment of one or more products. Oversees short to medium-term planning. Accountable for continuously adding value to the product. Makes recommendations to the stakeholders in making informed decisions about product delivery.

Responsible for communicating effectively with key stakeholders, including senior leaders, executives, customers, business managers and the development team (BTS) to make sure the goals are clear, and the vision is aligned with business strategies and objectives. Tracks and communicates on all requirements. Communicates with key stakeholders to report or discuss vision, progress, risks, and issues.

Develops and maintains relationships with Customer Information and stakeholders at various levels of the enterprise to define the key initiatives, prioritize product requirements, and communicate product status. Works closely with various departments/subsidiaries to ensure that the digital channels programs and initiatives aligns with the divisional goals.

Plays an important part in monitoring trends in the digital space and continually exploring and evaluating new online opportunities keeping the organization at the forefront of developments in digital customer experience. Use appropriate analytics to measure, evaluate and report against goals and performance of all digital activity and plans.

Works effectively with vendors and contractors, including setting expectations regarding deliverables, product quality, schedules, and costs; ensures that team members are effectively communicating and collaborating with external resources.

Manages reporting staff, including selection, training, development, coaching, performance management, and other people management practices.

**Qualifications**:
EDUCATION AND EXPERIENCE

The requirements for this job are acquired through a completion of University Degree in Business and/or Digital Marketing with specializing in digital user experience (UX) plus 6 years of progressive related experience in leading the development and implementation of digital services and programs. Demonstrated ability to effectively translate business requirements into technical/functional requirements and launch new features into production.

OTHER REQUIREMENTS

Advanced knowledge and ability to support creating digital strategies in a complex business environment with a focus on customer experience.

Solid understanding of the development cycle, agile frameworks, and how to manage a development sprint.

Advanced knowledge of the concepts, principles, practices, and techniques pertaining to customer digital products, customer engagement, usability/user testing, and road mapping.

Advanced interpersonal and communications skills to present ideas in user-friendly language and adapt to many stakeholder groups.

Superior business acumen to develop and implement digital strategies, plans and tactics

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