Alberta Blue Cross® is an Alberta based organization dedicated to delivering exceptional customer experience and community leadership. We’re committed to providing the best health coverage to over 1.8 million members and take an active role in promoting wellness. We believe in what we do—and place trust in our employees to deliver our vision.
Working at Alberta Blue Cross® means having a career where you’ll be recognized for your contributions. We value diversity, encourage our team members to maintain a healthy work-life balance and provide opportunities for career growth.
OVERVIEW:
Reporting to the director, Head of Experience & Enablement, the manager, Customer Experience is an enterprise enablement leader responsible for translating Alberta Blue Cross’s established customer experience strategy into action. This role will advance organizational adoption of CX practices, strengthen CX capability, connect customer evidence to enterprise priorities and support greater accountability for customer experience across the organization.
The manager will own the enterprise CX enablement roadmap, CX measurement approach, CX capability and competency framework, and CX Awards program. Working across organizational boundaries, this role equips, informs and influences leaders and teams while business areas remain accountable for operational improvements and experience delivery.
The successful candidate will lead a small team and partner with Experience & Enablement, Human Resources, Learning & Organizational Development, Corporate Insights, Product, Digital, Marketing, Sales, Service, Operations and other business areas to help embed customer-centric practices into planning, prioritization and decision-making.
WHAT YOU WILL DO:
Own and evolve the enterprise CX enablement roadmap, translating CX strategy into practical initiatives, programs, tools and actions that build organizational capability and adoption.
Steward the CX measurement framework and scorecard, connecting Voice of Customer insights, customer evidence and enterprise priorities to support planning and decision-making.
Translate CX performance, customer insights and emerging trends into clear narratives, recommendations and opportunities for focused action.
Own and evolve the enterprise CX competency framework, partnering with Human Resources and Learning & Organizational Development to embed capability across the organization.
Develop practical CX frameworks, toolkits, workshops and resources that help leaders and teams apply customer-centric practices in their work.
Lead the CX Awards program, including communications, nominations, evaluation, selection and recognition, while using award stories to reinforce desired CX behaviours.
Influence without direct authority, building shared understanding and accountability while respecting business ownership of experience delivery and operational improvements.
WHAT YOU WILL HAVE:
Progressive experience in customer experience, customer strategy, experience management, customer insights, organizational enablement or a related discipline.
Strong knowledge and practical application of CX methodologies, including Voice of Customer, experience measurement, personas, customer journey management and customer-centric design.
Demonstrated experience translating CX strategy into enterprise programs, frameworks, capabilities and measurable outcomes.
Ability to synthesize quantitative and qualitative information, identify meaningful patterns and translate evidence into clear implications and recommendations.
Strong facilitation, communication, storytelling and relationship-building skills, with the ability to influence across diverse leaders, teams and perspectives.
Experience leading and developing team members and creating an environment of collaboration, curiosity and continuous improvement.
Post-secondary education in business, marketing, communications, social sciences, customer experience or a related discipline, or an equivalent combination of education and experience.
This position will remain open until suitable candidates are selected.
Alberta Blue Cross® is an inclusive employer committed to a workplace that reflects the diversity of the communities we serve. We empower and are advocates for our team members by welcoming, respecting and valuing their unique perspectives, backgrounds, and experiences.
We offer the opportunity to work in an innovative, high-energy team-focused environment. If you have the qualifications we are looking for, apply online at careers.ab.bluecross.ca
A criminal record check satisfactory to Alberta Blue Cross will be required as a condition of employment, following a conditional offer.
Skills Required
- Progressive experience in customer experience, customer strategy, experience management, customer insights, organizational enablement, or a related discipline
- Practical knowledge and application of Voice of Customer, experience measurement, personas, customer journey management, and customer-centric design methodologies
- Experience translating CX strategy into enterprise programs, frameworks, capabilities, and measurable outcomes
- Ability to synthesize quantitative and qualitative information and translate evidence into recommendations
- Strong facilitation, communication, storytelling, and relationship-building skills
- Ability to influence leaders and teams across diverse perspectives without direct authority
- Experience leading and developing team members
- Post-secondary education in business, marketing, communications, social sciences, customer experience, or a related discipline, or equivalent education and experience
- Satisfactory criminal record check following a conditional offer
What We Do
We believe that people, workplaces and communities deserve to be and live well—and we can help. As a benefits provider and wellness leader, we have the opportunity to play an important role in fostering the health and well-being of our customers across their lifetimes. We provide benefits to more than 1.8 million Albertans through group, government and individual plans. Alberta-based, not-for-profit, wellness-driven, customer committed. Living our values Our values represent who we are, what we stand for and the culture that guides us. In all we do, we keep our values at the forefront. Integrity and trust We are respectful, ethical, honest and inclusive in all that we do. Wellness and flexibility We promote and inspire a healthy culture of support, adaptability and compassion across our workplace and our communities. Customer committed We are accountable and committed to our customers and passionate in the delivery of an exceptional customer experience. Empowering potential We support learning and growth while fostering a diverse environment that cultivates collaboration and innovation.
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