Centre Of Expertise Manager – Digital Experience

Alberta Blue Cross® is an Alberta based organization dedicated to delivering exceptional customer experience and community leadership. We’re committed to providing the best health coverage to over 1.8 million members and take an active role in promoting wellness. We believe in what we do—and place trust in our employees to deliver our vision.

Working at Alberta Blue Cross® means having a career where you’ll be recognized for your contributions. We value diversity, encourage our employees to maintain a healthy work-life balance and provide opportunities for career growth.

OVERVIEW:

We have big plans and an even bigger vision at Alberta Blue Cross® to deliver an exceptional digital experience for everyone. We are looking for a Digital Centre of Expertise Manager to join us on our mission to design universal, efficient, and enjoyable experiences.

The ideal candidate for this position will possess strong leadership and communication skills and have a proven track record of delivering exceptional results and innovative products. They will be a strategic thinker with an uncanny ability to synthesize this vision down to detailed resource schedules and attainable capability building plans. Working closely with Human Resources, Information Technology, Marketing, Product, Customer Experience and many others to support the standardization of assets, processes and playbooks that will enable the exceptional delivery of all customer facing digital products.

You will be responsible for the success of our digital Centre of Expertise—ensuring they have the necessary resources, knowledge management repository, infrastructure and talent to deliver exceptional results. With an impeccable focus on effective prioritization of work, alignment with the digital strategy and implementing agile solutions in a fast-paced environment within tight timelines. In return, you’ll be part of a high-performing, ambitious and truly user-centric team that brings compassion, humanity and clarity to our digital platforms.

WHERE YOU WILL WORK:

You will have the flexibility to decide how and when you work. While you may be working from home most of the time, there will be plenty of opportunity to come into the office periodically for important meetings, team events and other purposeful connections.

WHO YOU ARE:

• Passionate about delivering the ultimate user experience.
• Self-driven and self-motivated learner with a commitment to explore emerging trends, tools, and technologies.
• Loves change, thrives in ambiguity and can bring clarity to any situation.
• Flexibility to adapt to rapidly evolving environments, changing priorities and requirements.
• A critical thinker with strong problem-solving skills and independent self-direction.
• Endlessly curious, challenge the status-quo and never stop asking questions.
• Have an aptitude for stakeholder collaboration, open communication and conflict resolution.
• Diplomatic leader with unparalleled negotiation prowess.

WHAT YOU WILL DO:

• Coach Center of Expertise membership on segmentation, persona use, customer driven innovation, rapid iteration and experimentation mindsets.
• Define the maturity of our digital capability, productivity and product delivery vision, strategy and best practices, outlining internal product capabilities, skills, and common ways of working necessary to continually grow.
• Collaborate with UX intelligence, Business Enablement and the Analytics Resource Centre to synthesize digital channel insights to interested stakeholders and sponsors.
• Support our Organizational Change Management activities with Learning and Organizational Development to roll out and drive adoption or new skills, tools and templates that support a new way of working by establishing frameworks and championing peer to peer learning networks.
• Convert the digital strategy and corresponding operational plan activities into a tactical execution roadmap; including key milestones, dependencies, skills gap needs and budget requirements.
• Keep up to date with market intelligence, industry best practices, emerging technologies and digital innovation to ensure the Centre of Expertise is at the forefront of new developments.
• Drive the continuous improvement for Centre of Expertise by measuring, analyzing and reporting on performance and share actionable and meaningful insights to drive ongoing efficiencies.
• Define and implement a plan to establish a Centre of Expertise, ensuring alignment with the organizational vision.
• Own a centralized knowledge management repository for the digital Centre of Expertise, ensuring there is a common library of resources, associated best practices, training and external partners.
• Partner with corporate communications to increase organizational awareness and knowledge level of digital.

WHAT YOU WILL HAVE:

• Minimum of 3 to 5 years’ working experience and progressive responsibilities within a centre of excellence or similar discipline.
• Proven conflict resolution and negotiation skills.
• Experience delivering results while leading complex, large-scale projects with a variety of stakeholders.
• Post-secondary degree or diploma in business, information technology or human factors engineering.
• Excellent written and oral communication and compelling presentation skills.
• Strong organizational, time and project management skills.
• Masterful ability to task switch while maintaining attention to detail.

WHAT WE WILL DO FOR YOU:

• Be part of maturing our user experience practice.
• Invest in your growth and expertise.
• Provide opportunities mentorship from across the organization.
• Support a healthy work/life balance.

If your experience looks a little different from what we’ve identified and you think you can rock the role, we’d love to learn more about you.

Alberta Blue Cross® is an inclusive employer committed to a workplace that reflects the diversity of the communities we serve. We empower and are advocates for our employees by welcoming, respecting and valuing their unique perspectives, backgrounds, and experiences.

We offer a competitive salary and benefits package and the opportunity to work in an innovative, high-energy team-focused environment. If you have the qualifications we are looking for, please apply.