Director Member Experience

2 weeks ago

Dartmouth, Canada Medavie Blue Cross Full time

For over 75 years, Medavie Blue Cross has been a leading health and wellness partner for individuals, employers and governments across Canada. As a not-for-profit organization, we proudly invest in communities to help address some of Canada’s most pressing health care challenges. We are one of Canada's Most Admired Corporate Cultures, one of Canada’s Top 100 Employers, Canada’s Life & Health Insurer of the Year for 2021 and an Imagine Canada Caring Company.

Our 2,400 professionals work across six provinces, united by our shared values of being caring, accountable, responsible, innovative and community-minded. We’re committed to ensuring our employees thrive in our award-winning, collaborative culture focused on ensuring health, wellness, and personal and professional growth through a variety of programs and support across our organization.

Together with Medavie Health Services, we are part of Medavie — a national health solutions partner with over 7,700 employees. Our mission is to improve the wellbeing of Canadians.

**Job Title**:

- Director Member Experience**Department**:

- Member Experience**Competition**:

- 86711**Internal/External**:

- Both**Employment Type**:

- Full Time Permanent**Location**:

- Onsite/Hybrid - NS, NB, NFLD or QC**Salary**:

- Competitive Compensation and Benefits**Reports To**:

- Senior Vice President, Operations**The Opportunity**:
Reporting to the Senior Vice President, Operations the Director, Operations Contact Centre provides leadership and strategic direction to a team of customer focused professionals who will deliver a consistent and highly dependable member and provider experience.

In this role, you will achieve the objective by providing leadership to Customer Service and Support areas for Medavie Blue Cross provided across multiple locations. This senior leadership role brings the voice of the customer to all areas of our business to deliver trusted advice and service to help our customers thrive.

We are looking for a Leader that will provide excellent results for Voice of Customer results, service metrics, performance improvements, employee engagement to further compliment and adapt to our business goals and objectives.

This position has a strong understanding of what a positive member experience means and how to engage teams in such a way to deliver it in each interaction.

**Responsibilities**
- Provide leadership to and direct the activities of the Contact Centre Teams to ensure defined objectives are met and/or exceeded
- Lead, motivate, mentor and coach team performance continuously
- Lead long-term strategic planning and annual budgeting activities and formulate operational strategies to build and maintain the required infrastructure to adequately support service levels
- Oversee and maintain Contact Centre operations through Managers and Team Leaders including but not limited to setting, tracking, and reporting on KPI's, headcount planning, and work force management. Develop service level contingency plans to address service level challenges and implement these as required
- Oversee the implementation of our front-line customer service strategy and ensure ongoing process improvement in this area
- Develop strategies to increase the quality of service to customers
- Ensure customer satisfaction trending and levels are supportive of Medavie’s Contact Centre initiatives, and that customers are satisfied with overall solution delivery
- Administer the VoC, Speech Analytics, and Quality Assurance programs that identifies customer needs, pain points and opportunities
- Leverage data and technology to improve self-service and automation (technology enhancement and/or implementation)
- Push analytical rigor to measure effectiveness for Customer Success initiatives
- Collaborate closely with Sales and other internal teams to understand customer needs, ensure effective communication between the company and clients and to accomplish our ambitious shared goals

**Requirements**:

- Post secondary degree in Business, Office Administration, or related field
- 10+ years related experience in a multi-channel (call, chat, messaging, social) Contact Centre environment
- Strong Customer/client relationship background
- Expertise in creating and maintaining customer success metrics and related reporting
- Ability to create and execute strategies that lead to high levels of customer satisfaction and retention
- Ability to manage the team through change and champion strategic Contact Centre and member/provider initiatives
- Strong understanding of customer relationship management and retention strategies within the contact centre environment
- Proven success in building and leading high-performance teams
- Demonstrated knowledge of quality assurance and continuous improvement concepts, procedures, processes, best practices, and industry trends
- A strategist who can think long-term but also manage multiple tasks along a parallel process
- Data-driven with the a

  • Manager Digital and Member Experience

    6 days ago

    Dartmouth, Canada East Coast Credit Union Full time

    East Coast Credit Union is seeking a Manager, Digital and Member Experience to join our team! This position will support our Member Advice Centre. Build your career at East Coast Credit Union, where you will discover exciting professional opportunities and a collaborative workplace with great benefits and teams that support you! East Coast Credit Union is a...

  • Director Partnerships and Digital Exper

    4 weeks ago

    Dartmouth, Canada East Coast Credit Union Full time

    **Director, Partnerships and Digital Experience** Are you ready for a new career journey at Nova Scotia's largest credit union? Join our dedicated team at East Coast Credit Union, where commitment to community, member satisfaction, and financial excellence are the foundation of everything we do. East Coast Credit Union is a community-driven financial...

  • Director Ph Strategic Policy Planning

    3 weeks ago

    Dartmouth, Canada Nova Scotia Health Authority Full time

    **Req ID: 174874** **Company: Nova Scotia Health** **Location: Provincial Zone, Public Health Services, Flexible** **Department: PH SPP Strategic Policy Planning** **Type of Employment: Permanent Hourly FT (100% FTE) x 1 position(s)** **Status**:Management/Non Union** P**osition** **Posting Closing Date: 5-Mar-24** Nova Scotia Health is the largest provider...

  • Director of Conservation

    1 month ago

    Dartmouth, Canada Meridia Recruitment Solutions Full time

    Director of ConservationDartmouth, Nova ScotiaReference #16354The Nova Scotia Nature Trust was created to protect and conserve our province's incredible natural legacy. They save outstanding natural areas through land conservation. They use a strategic, science-driven approach to identify and protect the most threatened, unique, and significant natural areas...

  • Director of Conservation

    1 month ago

    Dartmouth, Canada Meridia Recruitment Solutions Full time

    Director of ConservationDartmouth, Nova ScotiaReference #16354The Nova Scotia Nature Trust was created to protect and conserve our province's incredible natural legacy. They save outstanding natural areas through land conservation. They use a strategic, science-driven approach to identify and protect the most threatened, unique, and significant natural areas...

  • Director of Conservation

    4 weeks ago

    Dartmouth, Canada Meridia Recruitment Solutions Full time

    Director of ConservationDartmouth, Nova ScotiaReference #16354The Nova Scotia Nature Trust was created to protect and conserve our province's incredible natural legacy. They save outstanding natural areas through land conservation. They use a strategic, science-driven approach to identify and protect the most threatened, unique, and significant natural areas...

  • Director, Revenue

    3 weeks ago

    Dartmouth, Canada Halifax Regional Municipality Full time

    **Job Posting** - Reporting to the Executive Director of Finance/CFO, the Director, Revenue is responsible for leading and directing personnel engaged in the billing and recording of all revenues for HRM and their timely collection, deposit, and investment. The Revenue division is responsible for 5 main areas: Tax and General Revenue Billing, Collections,...

  • Director of Strategic Program Operations

    5 days ago

    Dartmouth, Canada Meridia Recruitment Solutions Full time

    Director of Strategic Program OperationsDartmouth or Sydney, Nova ScotiaReference #JL-18217We are pleased to be partnered with our client, Clean Foundation. They are an independent, non-governmental charity that works to support the transition to a low-carbon economy. They do this through collaboration, leadership, and a focus on the possible. They bring...

  • Team Member

    3 weeks ago

    Dartmouth, Canada Tim Hortons | Under the Bridge Company Limited Full time

    As a Team Member at Tim Hortons, your top priority is guest satisfaction! Whether you are the very first person our guests encounter, or produce the best loved bakery items that our guests come to enjoy, you will have the opportunity to deliver and create exceptional guest experiences. Your energy and passion for guest service are what make you a top team...

  • Director of Strategic Program Operations

    6 days ago

    Dartmouth, Canada Meridia Recruitment Solutions Full time

    Director of Strategic Program OperationsDartmouth or Sydney, Nova ScotiaReference #JL-18217We are pleased to be partnered with our client, Clean Foundation. They are an independent, non-governmental charity that works to support the transition to a low-carbon economy. They do this through collaboration, leadership, and a focus on the possible. They bring...

  • Team Member

    2 weeks ago

    Dartmouth, Canada Tim Hortons Full time

    Opportunity, flexibility and new challenges every day are just a few of the reasons you'll be happy you came on board. When you work at Tim Hortons, you'll feel right at home. It's a fun, flexible environment where guests are your neighbours, where co-workers are your friends and where simple acts make for a lasting impression. We'd love for you to join the...

  • Team Member

    1 month ago

    Dartmouth, Canada Tim Hortons Full time

    Opportunity, flexibility and new challenges every day are just a few of the reasons you’ll be happy you came on board. When you work at Tim Hortons, you’ll feel right at home. It’s a fun, flexible environment where guests are your neighbours, where co-workers are your friends and where simple acts make for a lasting impression. We’d love for you to...

  • Contract Director

    3 weeks ago

    Dartmouth, Canada Jooble Full time

    ADVERTISEMENT Contract Director Company : Jooble Job Type : Full Time Dartmouth, Ns Number of Applicants  :  000+ Apply Now Job Description - Contract Director We are promoting this job opportunity as provided by a third party, the employer. In case of your interest in this job opportunity and for more details please click on...

  • Contract Director

    3 weeks ago

    Dartmouth, Canada Jooble Full time

    ADVERTISEMENT Contract Director Company : Jooble Job Type : Full Time Dartmouth, Ns Number of Applicants  :  000+ Apply Now Job Description - Contract Director We are promoting this job opportunity as provided by a third party, the employer. In case of your interest in this job opportunity and for more details please click on...

  • Team Member

    3 weeks ago

    Dartmouth, Canada Tim Hortons | Company #500759 Full time

    Join our Team as we are looking for Team Members! As a Team Member at Tim Hortons, your top priority is guest satisfaction! Whether you are the very first person our guests encounter, or produce the best loved bakery items that our guests come to enjoy, you will have the opportunity to deliver and create exceptional guest experiences. **In this position...

  • Director, Engineering

    4 weeks ago

    Dartmouth, Canada Irving Shipbuilding Full time

    DIRECTOR, ENGINEERING Located at 3099 Barrington Street in Halifax, Nova Scotia, Canada, B3K 5M7, and 35 Micmac Boulevard, Dartmouth, Nova Scotia, Canada, B3A 4Y8, Irving Shipbuilding is proud to be Canada's National Shipbuilder. Over the next 30 years, our shipbuilders will construct 20+ modern patrol ships and surface combatants for the Royal Canadian Navy...

  • Director, Engineering

    1 month ago

    Dartmouth, Canada Irving Shipbuilding Full time

    DIRECTOR, ENGINEERING Located at 3099 Barrington Street in Halifax, Nova Scotia, Canada, B3K 5M7, and 35 Micmac Boulevard, Dartmouth, Nova Scotia, Canada, B3A 4Y8, Irving Shipbuilding is proud to be Canada's National Shipbuilder. Over the next 30 years, our shipbuilders will construct 20+ modern patrol ships and surface combatants for the Royal Canadian Navy...

  • Director, Engineering

    2 weeks ago

    Dartmouth, Canada Irving Shipbuilding Full time

    DIRECTOR, ENGINEERING Located at 3099 Barrington Street in Halifax, Nova Scotia, Canada, B3K 5M7, and 35 Micmac Boulevard, Dartmouth, Nova Scotia, Canada, B3A 4Y8, Irving Shipbuilding is proud to be Canada's National Shipbuilder. Over the next 30 years, our shipbuilders will construct 20+ modern patrol ships and surface combatants for the Royal Canadian Navy...

  • Team Member

    2 weeks ago

    Dartmouth, Canada Tim Hortons | Down East Hospitality Inc Full time

    Join our Team as we are looking for Team Members! As a Team Member at Tim Hortons, your top priority is guest satisfaction! Whether you are the very first person our guests encounter, or produce the best loved bakery items that our guests come to enjoy, you will have the opportunity to deliver and create exceptional guest experiences. **In this position...

  • Team Member

    3 weeks ago

    Dartmouth, Canada Tim Hortons | Down East Hospitality Inc Full time

    Join our Team as we are looking for Team Members! As a Team Member at Tim Hortons, your top priority is guest satisfaction! Whether you are the very first person our guests encounter, or produce the best loved bakery items that our guests come to enjoy, you will have the opportunity to deliver and create exceptional guest experiences. **In this position...