Player Experience Manager
3 weeks ago
**BCLC exists to generate win-wins for the greater good.**
**For our people, our players, our communities, our industry, and our planet.**
**Lottery | Casino | Sports**
Being a social purpose company, we are not only able to better align our business decisions with our purpose, but more importantly, we are committing to doing our part in creating a better world.
We bring our purpose to life by ensuring all our actions, behaviours and decisions create benefits for communities and the planet.
Motivated and guided by our social purpose, everything we do must benefit the greater good. And we encourage our employees, partners, players, industry and communities to engage with us on this ambition.
We want you to be where you feel you can do your best work. Most of our jobs can be done remotely providing you reside in BC.
For those who prefer working in a community with others, we have two beautiful offices in convenient locations:
2940 Virtual Way, Vancouver | 74 Seymour Street W, Kamloops
This is a Permanent, Full Time opportunity
Expected Salary Range: $101,122.00 - $126,403.00 - $158,003.00
Our typical hiring range will be +/- 5% of the midpoint shown above
Factors influencing this decision include qualifications and market conditions for the role
**The Company**
**Job Summary**:
The Player Experience (PX) Manager holds a crucial leadership position in driving player experience and advancing BCLC’s vision of becoming a player-centric organization. Serving in a client management role, they act as a vital liaison between BCLC’s Player Experience function (PX, UX and Research) and Line of Business (LOB) leaders, facilitating both strategic initiatives and core operations. They play a pivotal role in promoting PX throughout the organization by incorporating player empathy, design thinking methodologies, and collaborative approaches into BCLC's experience design processes.
They promote collaboration by actively sharing insights, concepts, frameworks, and best practices related to customer experience management to enhance BCLC's capability development.
**Key Accountabilities**:
- Relationship Building: Cultivate and maintain strong relationships with key client roles within the LOB, fostering collaboration and alignment.
- Alignment and Support: Understand LOB strategies and roadmaps to ensure alignment with PX department priorities, advocating for player data and user-centric design integration.
- End-to-End Design Oversight: Oversee the complete design process, acting as a project manager to ensure the execution of key PX artifacts outlined in the design process.
- Escalation Point: Serve as an escalation point for challenges encountered by designers, analysts, or leaders during the delivery of PX artifacts, collaborating with LOB partners for resolution.
- Workshop Facilitation: Plan and facilitate design workshops in partnership with UX, Research, and other stakeholders during projects to drive collaboration and innovation.
- Player Insights: Develop a deep understanding of players and the insights collected about them, providing input and guidance to LOB partners.
- LOB Awareness: Stay informed about the drivers and challenges within the LOB, as well as key consumer and industry trends impacting players.
- Pain Point Identification: Identify player pain points and opportunities across player journeys in supported LOBs, ensuring understanding by LOB partners.
- Voice of Customer (VOC) Program: Contribute to the design of the VOC program for specific LOBs, leveraging insights to drive improvements.
- Visibility into UX and Research Work: Maintain awareness of UX and research work supported by the PX function for LOBs, ensuring alignment with strategic objectives.
- Player Insights in Meetings: Participate in LOB meetings, providing player insights and perspectives to teams supporting the delivery of Player Experience.
- Leadership in Cultural Initiatives: Play a leadership role in planning internal events and team training aimed at building a player-centric culture within the PX department (e.g., symposiums, player appreciation events, CX training, etc.).
**Minimum Required Qualifications**:
**Education and Experience**
- A Bachelor’s degree in a related discipline;
- 5-7 years of related experience in customer experience management, design, research, product management, leadership, change management
- An equivalent combination of education and/or experience may be considered.
**Technical Requirements**:
- Strong client management and relationship-building skills.
- Project management experience, particularly in design processes.
- Excellent communication and facilitation abilities.
- Analytical mindset with a focus on player insights and data.
- Understanding of UX design principles and research methodologies.
- Strategic thinking with the ability to align initiatives with business goals.
- Leadership qualities to drive cultural initiatives and team development.
- Solid business acumen th
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