Experience Insights Program Manager

**Requisition ID**:43905

**Organization**

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable and environmentally sustainable cities. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and engaging workplace. Working at the City of Vancouver and within the public service can be a rewarding career where you play a key role in ensuring impartial and equitable access to services, upholding ethical governance, and addressing the needs of citizens with integrity and dedication.

**Main Purpose and Function**
The Experience Insights Manager is a strategic leadership role responsible for managing the Voice of the Customer (VoC) and Voice of the Employee (VoE) program. This position combines advanced data analytics expertise with service design principles to drive insights that inform continuous service and product improvements, enhancing overall service delivery and guiding strategic decision-making across the organization.

As a key contributor, the Experience Insights Manager will manage the entire program lifecycle from research and data collection to analysis and insight generation, reporting and continuous improvement. This role will influence service, product and policy improvements by ensuring customer and employee perspectives are embedded into the business planning and prioritization. The Experience Insights Manager will also be responsible for managing the program budget and leading a team to deliver on VoC and VoE objectives.

The Experience Insights Manager will also play a key role in strategic planning, transformative initiatives and prioritization through insight-driven recommendations. The role will also serve as a liaison between the cross-functional teams, translating data-driven insights into actionable recommendations. This role will contribute to departmental and enterprise planning activities, guiding changes that may impact financial, staffing and overall business operations.

**Specific Duties and Responsibilities**
Program Management
- Lead the design, execution and continuous improvement of the VoC and VoE program.
- Maintain program governance to ensure the quality, consistency, and reliability of data.
- Define success metrics and performance indicators to measure impact and effectiveness.
- Develop roadmap for scaling feedback programs and integrating them into business processes.
- Oversee tools, processes, and methodologies for collecting and analyzing customer and employee feedback.
- Continuously evaluate and refine program frameworks to ensure alignment with organizational goals and emerging trends.
- Embed VoC and VoE insights into business cases, strategic roadmaps and organizational priorities to influence decision-making and drive customer-centric outcomes.

Service and Product Improvement
- Collaborate with Service Designers and UX Designers to plan and conduct qualitative and quantitative research, including surveys, interviews, contextual inquiry, and usability studies.
- Use advanced analytics tools, AI-powered solutions, and data visualization platforms to analyze feedback and uncover meaningful patterns.
- Collaborate with departments and cross-functional teams to implement and iterate on service improvements.
- Monitor the impact of implemented improvements and adjust strategies accordingly.
- Work with Experience Centre for Enablement to contribute and ensure adherence to service design standards.
- Act as a key advisor in prioritizing service and product improvement initiatives by identifying high-impact opportunities from feedback data.

Data Product Development and Enhancement
- Collaborate with the Data, Analytics and AI team to design, develop and implement data products that leverage VoC and VoE insights.
- Use feedback insights to inform product development roadmaps and feature prioritization.
- Leverage AI and machine learning to enhance feedback analysis, sentiment detection and predictive insights for service and product improvements.
- Develop methodologies for measuring long-term impact and success of product enhancements.
- Ensure alignment between service design, technology, and business goals.

Strategic Collaboration & Stakeholder Engagement
- Act as the central point of contact for VoC/VoE program-related activities, ensuring all stakeholders are informed and aligned.
- Build consensus across departments on priorities for service improvement and product development.
- Present research findings and data-driven insig