Band 2 – Service Experience Manager

Service Experience Manager

Job Description
Salary Range: $76,500.09 to $108,100.23 per annum
Union/Excluded: Excluded
Security Screening: Required
Job Type: Regular full time
Additional Info: An eligibility list to fill future vacancies may be established.

We are seeking a creative Service Experience Manager to join our team in VICTORIA, British Columbia, Canada. 

In this role, you’ll lead a high-performing team of UX researchers, designers, and member education specialists to deliver seamless, user-centered digital experiences across a range of platforms and services.

You’ll be responsible for shaping and executing UX strategies that align with both user needs and business goals. This includes conducting research through focus groups, surveys, and member feedback, and using those insights to drive design excellence. You’ll collaborate closely with communications, IT, and operational teams to ensure a consistent and intuitive experience throughout the member and employer journey.

As a champion of digital adoption, you’ll lead initiatives that integrate segmentation strategies into member content, enhance correspondence, and support corporate projects aimed at improving the overall digital experience. Your expertise in UX best practices will help balance user expectations, business objectives, and technical constraints, while your leadership will inspire innovation and continuous improvement across the team.

Hybrid Work Model

This position is located in our Victoria, BC office. You will have the opportunity to work part of the time on-campus and part of the time off-campus. Guidelines and requirements for in-office presence are determined by operational need and vary according to the unique needs of each business area.  

Responsibilities

• Shape and lead the UX vision and strategy for member and employer experiences, aligning with business goals and user needs.
• Oversee user research, content strategy, and service design to deliver intuitive, accessible, and consistent digital experiences.
• Collaborate with senior leadership and cross-functional teams to design, test, and implement innovative solutions that drive digital adoption and satisfaction.
• Analyze data trends and user feedback to inform design decisions and continuously improve products and services.
• Present research findings and strategic recommendations to stakeholders, supporting decision-making and roadmap planning.
• Manage and mentor a multidisciplinary team, fostering a culture of creativity, collaboration, and performance excellence.
• Monitor service channel performance and lead initiatives to enhance cross-channel experiences and communication effectiveness.
• Contribute to business planning, including budgeting and portfolio metrics reporting.

Qualifications

Must have

• Bachelor’s degree or equivalent combination of education and experience in Design, Human Computer Interaction (HCI), or related field of study
• Minimum 3 years of experience in the following:

-Program coordination and service promotion experience in a complex, multiple service-channel environment (phone, print, web and other digital channels)

-Practicing user experience design (strategy, research, testing, design, content) or service design (experience mapping, service prototyping) to design and enhance services via web and other digital channels

-Supervising staff, including developing performance plans, regular check ins, setting priorities, ensuring quality standards are met, mentoring and supporting less experienced UX practitioners

-Developing new and growing existing service and promotional channels to a wide range of service consumers

-Demonstrated, recent experience in a service delivery environment and facilitating business discussions to develop clear user and project requirements

-Working in agile development environments.

-Experience with design systems and scaling UX processes across teams.

• An equivalent combination of education, training and relevant experience may be considered.

Nice to have:

• Experience with front-end development (HTML/CSS, JavaScript) is preferred.
• Preference may be given to those who have education or training in service design, user experience design, or service delivery. 

Knowledge, Skills and Abilities

• Proficiency navigating stakeholder issues and resolving problems at the program and/or organizational level.
• Knowledge of user-centered design, service design and/or user experience methodologies, approached and practices; and with strong focus on improving service for users.
• Knowledge of marketing principles and tactics and able to contribute to the planning and develop of and lead promotional strategies across services and service channels.
• Proficiency in developing, measuring and analyzing key performance metrics and data to provide insights and facilitate online service improvement.
• Strong understanding of digital landscape (web and social media platforms, apps, online promotions, and digital marketing).
• Ability to generate innovative insights from analysis, communicate results effectively, and work with business partners in developing and implementing new programs to drive service uptake.
• Excellent attention to detail and proven ability to write and edit
• Demonstrated ability to execute projects on time and to work collaboratively in a team environment.
• Excellent organization skills: self-directed and capable of working effectively in a complex environment while juggling multiple projects and adhering to tight and demanding deadlines.
• Strong communication skills and an ability to contribute in a collaborative team environment.

Application requirements

Cover letter: Required.

Resume: A resume is required as part of your application. Ensure your resume includes your education, the start and end dates (month and year) of your employment, and any relevant information that relate to the job requirements.

Applications will be accepted until 11:59 pm PST on the closing date. Late applications will not be considered.

Diversity & Inclusion

BC Pension Corporation is an equal opportunity employer committed to establishing an inclusive, equitable, and accessible environment for all. All qualified applicants will receive consideration for employment without regard to race, national origin, age, religion, disability, sexual orientation, gender identity or expression, marital status or any other basis protected by applicable law. 

We are committed to ensuring that reasonable accommodations are made available to persons with disabilities during the recruitment, assessment and selection processes and will provide reasonable accommodations upon request. If you require assistance or accommodation due to a disability, please email us at jobs@pensionsbc.ca.  

Thank you for your interest in working with us. We will let you know about your status in this competition as soon as possible. If you have questions about this opportunity, please email us at jobs@pensionsbc.ca.

About Us

BC Pension Corporation is one of the largest professional pension service providers in Canada. We serve over 718,000 active and retired members and more than 1,000 plan employers, paying out nearly $500 million in benefits each month (over 5.8 billion a year) to over 233,000 retirees.

One in eight BC citizens is a member of one of the five pension plans we serve. Services include providing plan information to members and employers, managing contributions and members records, paying pension benefits, and providing policy, financial and communication services to plan boards. We are a community of dedicated professionals who share common beliefs about client service and a desire to make our organization an even better place tomorrow than it is today.