CX Journey Manager

Come on down to the Surrey Hiring & Post-Secondary Education Expo on Thursday, April 4th , 2024, from 11:00 a.m. – 3:00 p.m. at the Sheraton Guildford Hotel, 15269 104 Ave., Surrey. Come dressed for success with your resume in hand for an opportunity to meet a live recruiter. Free Admission and Open to the public. Position: CX Journey Manager Employment Type:Permanent Full Time Hours of Work:7.5 hours per day - 5 day week (M-F) Work Arrangement:Hybrid 8 Salary Range:$99,939.00 - $124,924.00 Annually Location:North Vancouver, British Columbia, Canada We welcome applications from all qualified job seekers. Should you require accommodations throughout the application or hiring process, please don’t hesitate to contact accessibility_services@icbc.com , as we are committed to ensuring a seamless and accessible experience for all candidates. Also consider joining our Indigenous Peoples or People with Disabilities Talent Pool to receive information about future opportunities and to learn more about our DEI hiring. The CX Journey manager plays a critical role in leading the improvement of the experience of our customers in alignment with our Purpose and Values to move all British Columbians forward. This is achieved through supporting the development of leading customer improvement efforts, and establishing and sustaining leading CX practices, frameworks, and methodologies across ICBC. Responsibilities: * Customer Journey Management : Continuously manages the end-to-end experience of core customer journeys, connecting insights and analytics, pain points, and business processes to provide a holistic view of the customer journeys. * CX Journey Initiatives Prioritization & Implementation : Applies internal frameworks to identify journey improvement opportunities and collaborates with various departments and teams to gain a deeper understanding of the necessary capabilities, potential dependencies, integration possibilities, and risks. * CX Governance & Continuous Improvement: Monitors the performance of the customer experience across the entire end-to-end customer journey. Leads key meetings with key stakeholders to assess experience performance, deliver updates on ongoing initiatives, and engage in discussions regarding potential areas/topics that require CX focus. * CX Strategy Support : Supports the development of the CX Strategy by providing crucial insights into specific customer journeys. Develops content for a diverse range of documents and reports intended for presentation to senior executives, board of directors, project sponsors, business leads, and other key stakeholders in relation to CX business initiatives and strategies. Qualifications: * Bachelor's degree in business, economics, or a related field * 5+ years of experience in customer strategy, corporate strategy, strategic planning, consulting, or a related field * Passion for improving the customer experience by following a human-centered design process * Strong analytical and problem-solving skills, with experience in both quantitative and qualitative analysis * Excellent communication and collaboration skills * Experience working with internal stakeholders and senior management * Proficiency in Microsoft Office, especially PowerPoint; additional experience with other data analysis tools appreciated but not requiredWe are looking for someone who is passionate about customers and has a strong track-record of working collaboratively with cross-functional teams. If you have a strategic mindset, a passion for customers, as well as a strong interest in creating insights and storytelling, we encourage you to apply. About us: At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse, and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits, and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of. Work arrangements defined: * Resident– you will work at your primary in-office headquarters on all scheduled workdays. * Hybrid 8– you will work a minimum of 8 days per month at your primary in-office headquarters (typically 2 days per week). The remaining days will be remote within British Columbia. * Hybrid 10– you will work a minimum of 10 days per month at your primary in-office headquarters (typically one week in/one week out or up to 3 days per week). The remaining days will be remote within British Columbia. * Mobile– you will work remotely or in the field on scheduled workdays within British Columbia, with the requirement to be at your primary on-site headquarters by exception only.Apply at: CX Journey Manager (icbc.com) Company: ICBC Salary: $99,939.00 - $124,924.00 Annually Contract: PERMANENT