User and Customer Experience Manager
North Vancouver, BC
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receiving a competitive salary, doing meaningful work, contributing to an inclusive and respectful workplace and are a

responsible and reliable team member, we invite you to apply to join us at ICBC. Drive your career with us.

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User and Customer Experience Manager

Job Title: Mgr Service Design & User Reference Number: 112958

Location: Experience Employment Type: Permanent Full Time

Hours of Work: North Vancouver Posted Date: 2019/11/13

7.5 hr Day Shift (M-F)

Position Highlights

ICBC’s Customer Experience department is hiring a Manager User Experience to join the leadership team as we embark on a

journey to design the next wave of customer interactions and online services to complement our existing channels for all British


The Manager, User Experience in the Customer Experience department is accountable for the end user's experience for

customer-facing services across phone, print and digital channels. This role will be responsible for the following:


  • Lead research informing design including providing direction on research goals and types of questions to be asked
  • Act as key stakeholder to commission research with the corresponding teams
Discovery and requirements gathering

  • Lead discovery efforts including designing and facilitating workshops in order to help define project and initiative requirements
  • Represent customer requirements as key stakeholder in projects developing customer-facing services
  • Lead the delivery of conceptual designs to clarify and show expected key user requirements
  • Define success in regards to user experience metrics
Design and delivery

  • Collaborate with business stakeholders and other design teams including Marketing and Content & Visual Design teams
  • Accountable for design decisions relating to user experience during delivery phase, partnering with other user experience and
front-end and back-end development teams

  • Act as key stakeholder for user acceptance testing to ensure final delivery meets requirements and reflect design decisions

  • Oversee the forms delivery practice, working with product owners, key business stakeholders, content writers, graphic
designers and ISD teams to ensure delivery of print, PDF, web and variable data forms, including business forms, manuals and


  • Ensure successful delivery of forms and letters requirements in relation to key enterprise projects and operational releases
including any modifications to process as necessary

  • Responsible for maintaining contracts relating to form printing including bid and renewal activities, vendor relationship
management and performance monitoring

Team management and Communication

  • Plan, select, develop and assess performance of reporting staff.
  • Design and deliver high-quality strategic communications to senior leaders.
Position Requirements

Education and/or experience requirements include:
  • Completion of user experience certification on top of post-secondary education or Completion of post-secondary education in a
relevant field such as computer science, HCI, digital media, interactive arts design

  • 5+ years of experience in the field of user experience
  • Team management experience, including operational delivery experience a plus
  • Knowledge and experience with relevant computer applications to produce reports and other UX artifacts including interaction
diagrams, wireframes and prototypes such as Balsamiq and Sketch or equivalent software

  • Practical knowledge of user-centred design as it relates to user experience research
  • Principles of project management
**Only candidates legally entitled to work in Canada at present will be considered for this position**