Customer Experience Manager

4 weeks ago


Vancouver, British Columbia, Canada City of Vancouver Full time
Job Title: Customer Experience Manager

At the City of Vancouver, we are seeking a highly skilled Customer Experience Manager to join our team. As a key member of our IT, Digital Strategy & 311 department, you will be responsible for leading the development and implementation of customer experience strategies that drive business value and improve service delivery.

Key Responsibilities:
  • Develop and implement customer experience strategies that align with business objectives and improve service delivery.
  • Lead cross-functional teams to design and implement solutions that enhance the customer experience across various channels.
  • Collaborate with business leaders to understand business drivers, challenges, and strategies, and use this knowledge to improve outcomes for end-users.
  • Provide senior-level business and technical leadership, guiding the planning and development of business assessments on processes, systems, staffing, and service models.
  • Manage technical projects of significant size from planning and design through execution and implementation.
Requirements:
  • Bachelor's degree in computer science, computer engineering, or business administration and a minimum of seven (7) years of experience in business process management, implementing technological change, and leading a team of analysts within the public sector or large multi-stakeholder organization.
  • Experience in process documentation, business process reviews, and reengineering techniques.
  • Experience in decision-making with new business processes and operational improvements.
  • Experience in service design practice, leveraging human-centered design principles, tools, and methodologies.
What We Offer:
  • A competitive salary range of $121,960 to $160,467 per year.
  • A comprehensive benefits package, including medical, dental, and vision coverage.
  • A generous retirement savings plan.
  • A flexible work program that allows for remote work options.

We are an equal opportunities employer and welcome applications from diverse candidates. If you are a motivated and experienced professional looking to make a difference in the customer experience space, we encourage you to apply.



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