Director of Customer Experience

Job Description:

The Director of Customer Experience is critical to ICBC delivering on customers’ needs. Reporting to the Vice President of Customer Experience & Public Affairs, the Director of Customer Experience is ICBC’s senior leader responsible for embedding a customer experience strategy and principles across journeys.

Job Responsibilities:

• Identifying key customer KPI’s across all customer journeys to identify improvement opportunities for customer experience
• Ensuring service and user design are aligned and there is continual improvement through insight.
• Liaising with leaders across the organization to ensure a customer-centric approach in their respective functions, helping them deliver in accordance with the overall customer experience strategy
• Leading the design and delivery of a customer experience and channel strategy that is embedded across all stages and touchpoints in a customer journey
• Leading a team of customer experience, user experience, and Voice of the Customer insights professionals, analysts, designers and specialists
• Delivering and embedding customer insights across customer journeys to improve the organization’s understanding of the needs and wants of customers, and ensuring customer is top-of-mind in decision-making

Job Requirements:

• Experience using a wide range of resources to anticipate changes in market and customer expectations and providing leadership to live up to those expectations
• Demonstrated success working closely with executive and other leaders across lines of business, influencing, and collaboration in cross-functional teams
• Demonstrated ability to work with and influence to champion a customer focus across the business
• Related education and training including a master’s degree and professional designation (PMP, Human Centred Design, Certified Customer Experience Professional, PROSCI, etc.) are preferred
• Proven ability to design and build customer experience and insights systems and teams
• Demonstrated success in a senior Customer Experience leadership position, including a proven track record in strategy-building and implementation for operational and process excellence
• Ability to define and understand business objectives, and align customer experience accordingly by leveraging Voice of Customer and your analytical skills to define and solve problems
• Demonstrated understanding of and experience applying customer experience, user experience, and human-centered design principles
• A data-driven mindset and an aptitude for technology that will help identify and leverage tools and technologies to help our businesses deliver, manage, measure and improve customer experience

Job Details:

Company: Insurance Corporation of British Columbia

Vacancy Type: Full Time

Job Location: British Columbia, CA

Application Deadline: N/A

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