Manager of Experience

3 weeks ago

Richmond, Canada WorkSafeBC Full time

Job requisition number

037809

Job location

Richmond

Full-time / part-time

Full-time

Posting period

From 03/17/2023 to 03/30/2023

Overview

Are you passionate about stakeholder experience and eager to use your background in market research within a fast-paced environment where you will be able to see the impacts of your efforts quickly? Do you want to play a key role in WorksafeBC's reputation management and development and in furthering our role in promoting a health and safety culture at workplaces throughout B.C.? We are looking for a **Manager of Experience - Worker and Provider **focus to provide support to cross functional teams in leading experience and brand alignment across all injured worker and service provider initiatives within Claims and Rehabilitation Services (CRS).

In this role, you’ll ensure the appropriate market and behavioural research supports stakeholder needs for worker and provider strategies, including ensuring we understand our stakeholders’ expectations and perceptions, and that we test proposed solutions in an agile environment. This role is instrumental in ensuring seamless client-focused service to deliver consistent and innovative experiences that meet stakeholder needs.

**How you’ll make a difference**:You’ll build the understanding and trust that helps WorkSafeBC serve people across B.C.

**Where you’ll work**

At WorkSafeBC, we offer a **hybrid work model** that combines the convenience of working remotely with the dynamism of working in one of our offices, based on the operational needs of the position.

In this role, you’ll work primarily from your B.C. home and occasionally in our Richmond office.

What you'll do
- Provide leadership and direction to the worker and provider experience team on priorities, objectives, and implementation plans, in consultation with the Manager, Experience
- Work across teams to collaborate with leaders around the organization on worker and provider experience design plans and strategies
- Develop, implement, and measure marketing, insights and service experience plans for initiatives that impact worker and provider experience, and contribute to the development and implementation of a corporate-wide experience framework
- Lead the development of metrics for success for WorkSafeBC worker and provider initiatives and ensure effective measurement, lessons learned, and action taken
- Provide consultation and direction for pods, innovation teams, and projects across WorkSafeBC’s business and through all channels including web, portal, social media, video, print and in person strategies to ensure that the employee and stakeholder experience we deliver is consistent, and aligned to our corporate goals, Stakeholder and Employee Experience framework, and our brand
- Lead and direct research to facilitate optimal User Experience (UX) and service experience
- Provide leadership to developing WorkSafeBC experience ambassadors throughout the organization and ensure the WorkSafeBC identity is supported by developing and implementing service experience strategies that meet specific divisional needs

Is this a good fit for you?

We’re looking for someone who can:

- Think and act strategically to identify creative and innovative approaches, ideas, and solutions, while also recognizing the importance of the details
- Design, conduct, and analyze market research data to derive key insights to inform experience strategies
- Be proactive, has an entrepreneurial mindset and will support clients with a can-do approach to solving complex problems and opportunities in collaboration with internal and external resources
- Present and convey information effectively and persuasively, both orally and in writing, to internal clients at all levels of the organization
- Use effective verbal and written communication skills and influence others to achieve objectives
- Build effective relationships while working in cross-functional team
- Develop, coach, and manage employees in a unionized environment

**Your background and experience**
- A **Master’s Degree** in Research, Social Science, Marketing, or similarly related field
- A **minimum of four years **of management experience
- Experience designing and managing qualitative and quantitative market research
- Experience designing and/or measuring stakeholder experience is an asset***

We’ll consider an equivalent combination of education and experience.

**Important to know**

Before we can finalize any offer of employment, you must:

- Successfully meet the legal requirements under the Criminal Records Review Act to work with children and/or vulnerable adults
- Confirm you’re legally entitled to work in Canada

WorkSafeBC’s COVID-19 Employee Mandatory Vaccine Policy (the “Policy”) is suspended effective January 9, 2023, however we reserve the right to re-implement it in response to changes in the public health landscape, including public health orders. We are committed to the protecti

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