Manager Customer Experience (Design)

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Job Summary

The Customer Experience Manager (Design) will lead a team of Design Researchers, Service Designers, and Design Strategists in designing quality customer experiences across the WSIB. The CX Design Manager supports WSIB’s transformation by establishing a rigorous CX design practice for new and existing experiences with customers, employees, and partners. This position leads the WSIB in defining and refining experiences based on the organizational vision and research-based customer understanding.

They will provide support to the Assistant Director of Customer Experience Design in planning out branch objectives and leading, delivery and implementation of customer-centric programs and initiatives. They will play a wide variety of roles in driving the customer experience by consulting with various operational areas to build / establish a strategy for service, lead the development of service design journeys and service simulations in our Model Office, guide and influence Senior leadership and Executive reviews based on customer feedback from ethnographic and market research, facilitate ongoing calibration sessions with Senior management and Executive Level teams on service opportunities, and monitor the ongoing customer journey and experience with the WSIB.

This role will be a combination of project based work for program opportunities and regular reporting responsibilities which includes the tracking and managing of key performance indicators on service at the WSIB executing against the strategic priorities while achieving alignment between organizational objectives, business processes and customer experiences.

Major Responsibilities

Program Management

Manage the effective planning, development and implementation of the Customer Experience program, products and services. This includes monthly Executive level presentations, customer journey mapping / storyboarding of experiences and capturing action items to monitor improvement.

Provide business consultation on customer service opportunities based on feedback from internal monitoring and analysis and feedback from market research to the Executive Leaders within WSIB. Lead workshops with senior management to drive results in different business areas. Assess customer service improvement opportunities and influence management decisions on direction or priorities.

Participate with the Assistant Director in developing short and long-term business plans and setting of goals and objectives for the Branch, which support and align with the divisional and organizational strategic direction. Represent the Director on various committees and working groups within the WSIB and externally.

Develop and maintain effective working relationships internally with stakeholders across the organization as required to identify needs, discuss and resolve issues and partner on various initiatives focused on driving Customer Experience improvements.

Strategy & Execution

Lead a team of practitioners in the execution of ethnographic research, the creation of service design journeys and future state experience simulations through the Model Office

Define and implement the customer experience and service strategy at the WSIB by performing industry and market research, identifying current state and building a plan for future improvement.

Create a center of expertise for customer service excellence, i.e. gathering industry wide research and best practices and share and communicate, ensuring they are embedded in work processes and programs across the WSIB

Perform regular business analysis to ensure compliance to strategy for service. Identify ongoing opportunities or service failures to improve upon by utilizing channels of feedback (ie: Call Recordings, Market Research, Customer Complaints). Perform root cause analysis and clarify business change issues/opportunities while working amongst all levels of management. Use information gathered during analysis in the development of options/alternatives for new business initiatives with an enterprise perspective and in support of organizational strategic goals.

Provide customer service excellence expertise on organizational change projects and business planning processes to influence behaviour shifts. This includes providing recommendations, advice, analysis and briefings to senior management to promote business change, resolve service issues, coordinate activities and ensure customer service excellence targets are met.

Lead and/or participate on specific cross-organizational customer service initiatives or projects. Collaborate with other areas within the division and throughout the organization, such as Operations and Finance, to ensure customer service excellence initiatives are aligned and integrated. Participate as a member of the Branch’s management team in the development of branch goals and objectives in support of the divisional and corporate goals and objectives.

Research & Benchmarking Analytics

Research external trends and links to external practices (ie: Institute for Citizen Centered Services, Canadian Federation of Small Businesses), recommend industry best practices and methods, and contribute to and attend forums to maintain and promote the professional practice and methodology to all those interested in business consulting.

Leadership

Leverage expertise in service design thinking to build the skills, knowledge, and capabilities of the CX Design team members.

Plan, manage and control the day-to-day work of the team which includes: annual planning of team projects and priorities, ensuring section is adequately staffed, identifying resource requirements, conducting the hiring process, identifying and influencing organization changes to Senior Leadership, developing and implementing work processes, allocating work, establishing and monitoring performance objectives, conducting performance reviews and providing guidance and expertise to staff.

Develop and administer operating budget for the team, authorize expenditures within approved budget and report on variances from approved plan as required. Recommend expenditures outside budget for approval.

Vendor Management

Partner with procurement by defining, building and participating in RFI / RFP process in managing market research and contact center contracts ensuring alignment to corporate goals and service strategy.

Coordinate relations on behalf of the business areas to ensure the stated above contracts are executed and complied. Ensure risk management, quality management and continuous improvement systems are established to analyze and evaluate the effectiveness and cost benefit of services and programs.

• Education requirements:
• University BA or equivalent designation or knowledge and experience
• Project Management Professional (PMP) designation would be an asset, Six Sigma
• Experience:

• • Minimum of 6-10 years’ experience in the following areas:
    • Human Centered Design/ Design Thinking, Service Design, Innovation Strategy, Corporate Innovation, Management Consulting/Client Service, Experience Design, Business Design, Inclusive Design, Behavioural Design or Strategy/Business Transformation
    • Experience leading a high performance team, ideally within the design space
  • Highly developed professional with personal planning and organizational skills; ability to effectively set priorities; negotiating, initiating, planning and organizing activities; ability to meet deliverables and work with minimal supervision
  • Excellent verbal and written communication skills to interact and present to all levels within the organization
  • Strong conceptual and analytical skills; ability to interpret data and use data manipulation to extract business insights
  • Experience with problem solving frameworks and Six Sigma Methodologies to drive business process design and development
  • Experience with facilitating workshops, conducting insight gathering interviews
  • Demonstrated Coaching and Mentoring skills

As a precondition of employment, the WSIB will require a prospective candidate to undergo a criminal records name check prior to or at any time following hire.

To apply for this position, please submit your application by the closing date noted above.

We appreciate the interest of all candidates. Due to the volumes of applications we receive, we are only able to contact candidates that are selected to move forward in the recruitment process. The WSIB is an equal opportunity employer.

The WSIB is an equal opportunity employer and provides accommodation for job applicants in accordance with the Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you are an individual with a disability and you need accommodation in order to apply for this position, please contact talentacquisitioncentre@wsib.on.ca . If you are invited to participate in the assessment process, please provide your accommodation needs at that time. Please be advised that you may be required to provide medical documentation to the WSIB’s Corporate Health Department so that appropriate accommodation can be provided to you throughout the recruitment process.

Employees of the WSIB have important ethical responsibilities, including the obligation to place the public interest above personal interests. Job applicants are therefore required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. These may include: political activity, directorship or other outside employment and certain personal relationships (e.g. with existing WSIB employees, clients and/or stakeholders). Please contact TAC if you have any questions about conflict of interest obligations and/ or how to make a disclosure.

Privacy Statement

Personal information will be collected from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997 and will be used by the Talent Acquisition Centre and WSIB hiring parties to assess/validate your qualifications and/or determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes. If you have questions or concerns regarding the collection and use of your personal information, contact the WSIB Privacy Office, 200 Front Street West, Toronto, ON, M5V 3J1 or 416-344-5323 or 1-800-387-0750 extension 5323. Be advised that information related to application status will not be provided .