Director, Experience Management

The Director Experience Management Office leads the strategy implementation and operationalization of Canada Lifes end user technology experience capability. The role acts as a key liaison between business-aligned technology partners technology service owners vendors and employee-facing support teams to ensure technology services are understood measured improved and delivered in ways that make it easier for employees to do their best work.

The mandateisto makedigitalemployeeexperienceameasurableandmanaged disciplinewithin Director will own theExperience Management Officeoperating model including Digital Employee Experiencetooling(DEX tool)XLA measurement experienceanalytics journey and persona practicesadoptionand change management.

The successful candidate will bring the leadership range to shape a new enterprise capabilitywhile stayingclosely connectedto service performance stakeholder relationships reporting cost awareness and continuous will work across Technologythirdpartiesbusiness-facing partners and senior leaders totranslate experience insightsintoclear prioritiessupport service planning improve communications andembed proactive and automation-first resolution patternsacross the employeetechnologyenvironment.

What you will do:

• Define and lead the Experience Management Office as the capability responsible for measuring designing improving and enabling employee technology experiences across Canada Life.
• Act as a default point of contact and trusted liaison between business-facing technology partners technology service owners service desk teams vendors and employee-facing support channels for experience-related insights concerns and improvement opportunities.
• Translate the employee technology experience strategy into an executable roadmap annual plan governance rhythm service review model and measurable program of work.
• Own the Digital Employee Experience capability as a strategic enabler of proactive technology support including DEX tooling endpoint telemetry device health insights sentiment signals analytics automation / self-healing opportunities vendor delivery and value realization.
• Establish a practical view of employee technology experience by bringing together device health performance analytics operational data ServiceNow signals employee feedback XLA measures service levels and service cost considerations.
• Facilitate regular experience and service reviews with technology partners and service owners representing service performance employee impact improvement progress adoption outcomes and emerging risks or issues.
• Identify and prioritize sources of digital friction across the end-to-end employee journey using productivity impact employee effort volume risk cost and business value to guide improvement activity.
• Collaborate with service owners problem managers platform teams endpoint teams and vendor partners to validate issues initiate service improvement plans track progress and communicate outcomes.
• Partner with platform endpoint service desk engineering and vendor teams to use DEX insights to detect prevent and resolve employee-impacting issues before they become tickets including proactive remediation self-healing workflows automated fixes and improved configuration standards across hardware software and support layers.
• Lead the development of XLA reporting and measurement practices that connect service performance to employee experience productivity adoption effort friction and value realization.
• Provide experience design and research services to Technology teams including journey mapping persona development focus groups user research early adopter engagement UAT support and rollout readiness assessments.
• Act as service owner for priority cross-functional employee technology journeys including onboarding where the experience depends on multiple platforms teams processes communications and support channels working together.
• Lead adoption and change management for employee technology changes ensuring employees are prepared communications are clear learning support is available and adoption is measured after launch.
• Lead and develop a high-performing team including workload planning performance management professional development and building a culture that is evidence-based employee-centred commercially aware outcome-focused and practical in how it improves technology experiences.

What you will bring:

• Post-secondary education in technology business analytics organizational change human-centred design or a related discipline; equivalent experience will also be considered.
• 10 years of progressive technology leadership experience including experience in service management business relationship management digital workplace end-user technology employee experience adoption and change management service design automation or a related field.
• 5 years of experience working in a technology relationship management service ownership account management customer experience or stakeholder-facing technology leadership role.
• Demonstrated experience building or operationalizing a capability that uses telemetry analytics service reporting research and stakeholder insight to improve services products journeys or employee experiences.
• Strong understanding of Digital Employee Experience practices including endpoint telemetry device health endpoint performance experience analytics sentiment signals proactive remediation self-healing workflows automation-led service improvement and employee listening.
• Experience with DEX platforms endpoint telemetry proactive remediation capabilities ServiceNow data XLA reporting operational analytics service catalogues service levels service reviews or experience measurement tools is strongly preferred.
• Ability to define outcomes establish measurement frameworks interpret complex data and translate insight into clear priorities executive decisions funded initiatives service improvement plans and measurable improvements.
• Strong relationship management negotiation and influencing skills with a track record of driving outcomes across teams where accountability is shared and delivery depends on multiple owners.
• Experience with journey mapping personas user research focus groups early adopter programs UAT planning or other human-centred design practices.
• Strong adoption and change management experience
• Excellent written and executive communication skills with the ability to translate technical and operational topics into clear business language for different audiences.