Service Experience Manager

**Service Experience Manager**:
**Salary Range**: $76,500.09 to $108,100.23 per annum
**Union/Excluded**: Excluded
**Security Screening**: Required

**Job Type**: Regular full time
**Additional Info**: An eligibility list to fill future vacancies may be established.

We are seeking a creative **Service Experience Manager** to join our team in **VICTORIA, British Columbia, Canada.**

In this role, you’ll lead a high-performing team of UX researchers, designers, and member education specialists to deliver seamless, user-centered digital experiences across a range of platforms and services.

You’ll be responsible for shaping and executing UX strategies that align with both user needs and business goals. This includes conducting research through focus groups, surveys, and member feedback, and using those insights to drive design excellence. You’ll collaborate closely with communications, IT, and operational teams to ensure a consistent and intuitive experience throughout the member and employer journey.

As a champion of digital adoption, you’ll lead initiatives that integrate segmentation strategies into member content, enhance correspondence, and support corporate projects aimed at improving the overall digital experience. Your expertise in UX best practices will help balance user expectations, business objectives, and technical constraints, while your leadership will inspire innovation and continuous improvement across the team.

**Hybrid Work Model**
This position is located in our Victoria, BC office. You will have the opportunity to work part of the time on-campus and part of the time off-campus. Guidelines and requirements for in-office presence are determined by operational need and vary according to the unique needs of each business area.

**Responsibilities**
- Shape and lead the UX vision and strategy for member and employer experiences, aligning with business goals and user needs.
- Oversee user research, content strategy, and service design to deliver intuitive, accessible, and consistent digital experiences.
- Collaborate with senior leadership and cross-functional teams to design, test, and implement innovative solutions that drive digital adoption and satisfaction.
- Analyze data trends and user feedback to inform design decisions and continuously improve products and services.
- Present research findings and strategic recommendations to stakeholders, supporting decision-making and roadmap planning.
- Manage and mentor a multidisciplinary team, fostering a culture of creativity, collaboration, and performance excellence.
- Monitor service channel performance and lead initiatives to enhance cross-channel experiences and communication effectiveness.
- Contribute to business planning, including budgeting and portfolio metrics reporting.

**Qualifications**
**Must have**
- Bachelor’s degree or equivalent combination of education and experience in Design, Human Computer Interaction (HCI), or related field of study
- Minimum 3 years of experience in the following:

- Program coordination and service promotion experience in a complex, multiple service-channel environment (phone, print, web and other digital channels)
- Practicing user experience design (strategy, research, testing, design, content) or service design (experience mapping, service prototyping) to design and enhance services via web and other digital channels
- Supervising staff, including developing performance plans, regular check ins, setting priorities, ensuring quality standards are met, mentoring and supporting less experienced UX practitioners
- Developing new and growing existing service and promotional channels to a wide range of service consumers
- Demonstrated, recent experience in a service delivery environment and facilitating business discussions to develop clear user and project requirements
- Working in agile development environments.
- Experience with design systems and scaling UX processes across teams.
- An equivalent combination of education, training and relevant experience may be considered.

**Nice to have**:

- Experience with front-end development (HTML/CSS, JavaScript) is preferred.
- Preference may be given to those who have education or training in service design, user experience design, or service delivery.

**Knowledge, Skills and Abilities**
- Proficiency navigating stakeholder issues and resolving problems at the program and/or organizational level.
- Knowledge of user-centered design, service design and/or user experience methodologies, approached and practices; and with strong focus on improving service for users.
- Knowledge of marketing principles and tactics and able to contribute to the planning and develop of and lead promotional strategies across services and service channels.
- Proficiency in developing, measuring and analyzing key performance metrics and data to provide insights and facilitate online service improvement.
- Strong understanding of digital landscape (web and social media platforms, a