Director, Brand, Marketing and Customer Experience

Director, Brand, Marketing and Customer Experience

Job ID: 20260788
Location: Greater Vancouver
Full/Part Time: Full-Time
Regular/Temporary: Regular

A career at TransLink and our family of companies means working with people with a wide range of skills and perspectives, all teaming up towards a common goal: preserving and enhancing the region's world-envied quality of life. Together, we connect the region and enhance its livability by providing a sustainable transit and transportation network, embraced by our communities and people.

At TransLink we are dedicated to building a workforce that reflects the diversity of the communities in which we live. We're committed to fostering an inclusive, equitable and accessible workplace, recognizing the unique value and skills every individual brings.

Looking for a great place to work where your contributions are valued and you can make a difference in a vibrant city? At TransLink, one of BC's Top Employers, you'll help make Metro Vancouver a better place to live, built on transportation excellence. Put your future in motion

Responsibilities

PRIMARY PURPOSE

As a member of the divisional leadership team, provides enterprise leadership and strategic direction for TransLink's brand, marketing, customer experience and ridership development functions. Leads the development and delivery of strategies, programs and initiatives, that strengthen reputation, enhance customer outcomes and drive sustainable ridership growth while advancing TransLink's corporate and regional transportation objectives.

KEY ACCOUNTABILITIES

Serves as a member of the divisional leadership team, supporting the Vice President in the development and implement long-term strategies that strengthen brand and reputation, customer experience, and ridership development across the enterprise.
Leads and advances TransLink's reputation, long-term strategic brand and marketing goals, and builds alignment across the enterprise on brand strategies, standards and investments that advance TransLink's mission, values and customer-centric vision.
Directs reporting on the status of initiatives and activities, and to alert the VP on critical issues as they emerge. Leads and develops with the VP the delivery of executive-level presentations and reports to the Board and Mayors' Council.
Provides strategic advice, analysis and evidence-based recommendations to senior and executive leadership regarding customer, brand, marketing and ridership performance.

BRAND AND MARKETING

Provides enterprise leadership for brand strategy, reputation management and marketing, directing integrated programs, campaigns and investments that strengthen TransLink's brand, support corporate priorities and advance customer and business outcomes.
Leads teams in ensuring brand goals, plans and programs are aligned with corporate priorities and applied consistently across customer touchpoints and channels. Directs creative teams, projects and processes to develop concepts and materials that advance TransLink's brand and reputation.
Leads the development and delivery of integrated enterprise marketing and advertising programs, initiatives, campaigns, products and services to engage customers, ensuring alignment to customer-facing strategy.

CUSTOMER EXPERIENCE

Provides enterprise leadership for customer experience using innovation, service design and strategic investment to advance customer-centricity and support alignment of CX priorities, standards and outcomes across TransLink and its operating companies.
Leads the development and implementation of the Customer Experience (CX) Action Plan and serves as steward of the enterprise customer voice, overseeing customer performance measures, customer experience frameworks and the Voice of Customer program to inform strategic planning, investment decisions and continuous improvement.
Oversees wayfinding, public art and digital services, driving continuous improvement of customer journeys across physical and digital channels.
Chairs the Enterprise Customer Experience Oversight Committee and reports to the TransLink Today Committee on customer experience priorities, performance and outcomes.
Provides leadership and sponsorship for customer-facing programs and initiatives arising from the Enterprise Customer Experience Action Plan,

MARKET AND RIDERSHIP DEVELOPMENT

Directs transportation demand management and market development initiatives, leveraging customer research, behavioural science, market intelligence and enterprise customer insights to identify opportunities, maximize business outcomes and drive sustainable ridership growth.
Identifies and advances market and ridership development opportunities by cultivating stra