Sr Manager Experience Transformation

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The Senior Manager, Customer Experience (CX) Transformation is part of the CX team and plays a critical role in leading the transformation and modernization of BCAA’s customer experience. Through a digital-first lens, the Sr. Manager, CX Transformation understands, defines, and improves the customer experience in and across all channels and products, and in alignment with BCAA’s omnichannel strategy and 1 and 3-year roadmaps. The Sr. Manager, CX Transformation drives alignment and prioritization of CX initiatives to realize BCAA’s omnichannel vision, principles, and future state customer experience. They work collaboratively to define goals, objectives, implementation plans, success criteria and metrics and partner with cross-functional teams to execute CX initiatives to realize customer and business benefits.
The Sr. Manager, CX Transformation is a passionate and enthusiastic CX leader who has experience in developing customer journeys, gathering customer insights and feedback, and identify and prioritizing customer pain points. The Sr. Manager, CX Transformation utilizes and builds organizational CX capabilities by leveraging best-in-class CX practices and methodologies, including human-centered design (HCD), to create and deliver BCAA’s future state customer experience. The Sr. Manager, CX Transformation has a strong understanding of digital tools and technology and is focused on leveraging digital capabilities and emerging technologies to differentiate BCAA from competitors and to drive customer engagement.
The Sr. Manager, CX Transformation establishes and maintains a portfolio of CX initiatives, including a pipeline of future opportunities. They must possess strong business process mapping & management, project management, communication, and technical skills. The successful candidate must be committed to ongoing learning and development through available training and education.
Key Responsibilities:
Customer Experience Design and Implementation
Reimagine customer experience in ways that differentiate BCAA. Empower customers and make it easy and engaging to interact with BCAA products and services across all channels:

• Drive CX transformation across BCAA through the ongoing assessment, development and delivery of priorities aligned with BCAA’s omnichannel vision, strategy, and roadmaps
• Prepare recommendations, proposals and submissions for strategic prioritization and approval by senior executives
• Consistently updates customer goals and health of each experience, defining, and monitoring key performance indicators (KPIs), and iterating and evolving CX practices and resources based on changes in customer behaviours and preferences
• Leverage quantitative and qualitative insights to identify opportunities to transform CX and realize BCAA’s future state customer experience, including defining and delivering ‘light-house’ moments within and across customer journeys
• Utilize best-in-class CX and human-centered design (HCD) principles to reimagine and improve customer journeys across the customer lifecycle
• Partner with key stakeholders to define and apply rigorous prioritization criteria to improve experiences, increase efficiency and maximize business value
• Direct the implementation of high impact opportunities for improving the customer experience

Customer Experience Execution and Best Practices
Be a thought leader, practitioner, and advocate for best-in-class customer experience execution and methodologies:

• Lead and collaborate with key stakeholders to drive coordination and execution of CX improvements in alignment with omnichannel governance and operating model
• Create rigor, discipline, and cadence into the operating plans for prioritizing and delivering on improved experiences for BCAA customers
• Establish key enterprise-wide customer experience metrics to measure success, monitor outcomes and effectively communicate status and progress
• Develop, utilize, and promote CX programs and tools that leverage best-in-class CX practices and methodologies and proactively develop recommendations to continuously advance enterprise-wide CX capabilities

Team Development and CX Transformation Change Leadership

• Lead CX transformation by effectively using storytelling to translate strategic concepts into easy to understand and accessible communications and successfully influence across all levels, build buy-in, drive engagement and momentum to achieve and sustain continuous change
• Cultivate strategic internal and external partnerships to develop and implement change management and communication strategies and plans that enable the successful delivery of CX initiatives
• Develop high-performing teams and lead enterprise-wide change efforts that advance BCAA’s customer-centricity and enable the realization of BCAA’s future state customer experience:
• Inspire and motivate cross-functional teams in execution efforts and facilitate an action-orientated approach with measurable outcomes
• Utilize a growth mindset and coach approach to building and developing teams to consistently deliver high impact outcomes at pace
• Assess the impact of CX initiatives from a technology, people and process perspective and manage the impacts and interdependencies with other initiatives at BCAA

Qualifications:

• Education: Bachelors Degree
• Experience working with a broad range of stakeholder groups (e.g., agile software teams, design teams, marketing, CX and digital)
• Broad understanding of the landscape for technologies relevant to CX
• Adept at working with cross-functional teams and through barriers to deliver high impact outcomes and continuous improvement
• Able to change ways of working (e.g., new technologies or processes)
• Strong business acumen, ability to think strategically, see the big picture and execute methodically
• Demonstrated customer-centric decision-making and creative problem-solving
• Experience in developing and executing customer-centric strategies
• Experience with customer journey mapping, human centered design, business process mapping and management, business analysis, and other process improvement disciplines (e.g., Six Sigma, Lean, BPM)
• Experience: 8-10 years of related experience within appropriate business
• Superior leadership and coaching abilities, and understanding and experience in application of change management principles
• Demonstrated experience in building strategies, plans and conducting analysis
• Other Skills:
• Be action oriented, get stuff done
• Adept at data storytelling methods and ability to communicate complex concepts in a simple manner
• Strong written and verbal communication skills — must be able to work effectively and persuasively across functions
• Familiarity with qualitative research and quantitative analytical methodologies
• Broad understanding of industry trends and disruptors

Internal Applicants: The deadline to apply for this role is April 12th 2023. Please note this is a M3 position.
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