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Manager, Strategy and Implementation- Customer Experience (CX) Design

Workplace Safety and Insurance Board

Toronto, Canada

Jan 21
Job Description

The Workplace Safety and Insurance Board (WSIB) helps people overcome workplace injuries and illnesses and helps business owners make their workplaces safe and healthy. Our people are at the heart of what we do. Bring your enthusiasm and expertise to the WSIB, and we’ll help you achieve your personal and professional goals through meaningful work, development opportunities and a culture of compassion, integrity and teamwork.

We are the WSIB. And we’re here to help.

Manager, Strategy and Implementation- Customer Experience (CX) Design
Customer Centric Channel Delivery
1 Temporary Vacancy

The Strategy and Implementation Manager – CX Design will lead a team of Design Researchers, Service Designers, and Design Strategists in designing quality customer experiences across the WSIB. The CX Design Manager supports WSIB’s transformation by establishing a rigorous CX design practice for new and existing experiences with customers, employees, and partners. This position leads the WSIB in defining and refining experiences based on the organizational vision and research-based customer understanding.

S/he will provide support to the Director of Customer Centric Channel Delivery in planning out branch objectives and leading delivery and implementation of customer-centric programs and initiatives. S/he will play a wide variety of roles in driving the customer experience by consulting with various operational areas to build / establish a strategy for service, guide and influence Senior leadership and Executive reviews based on customer feedback from market research, facilitate ongoing calibration sessions with Senior management and Executive Level teams on service opportunities, and monitor the ongoing customer journey and experience with the WSIB.

This role will be a combination of project based work for program opportunities and regular reporting responsibilities which includes the tracking and managing of key performance indicators on service at the WSIB executing against the strategic priorities while achieving alignment between organizational objectives, business processes and customer experiences.


Program Management
• Manage the effective planning, development and implementation of the Customer Experience program, products and services. This includes monthly Executive level presentations on customer satisfaction measures, customer journey mapping / storyboarding of experiences and capturing action items to monitor improvement.
• Provide business consultation on customer service opportunities based on feedback from internal monitoring and analysis and feedback from market research to the Executive Leaders within WSIB. Lead workshops with senior management to drive results in different business areas. Assess customer service improvement opportunities and influence management decisions on direction or priorities.
• Participate with the Director in developing short and long term business plans and setting goals and objectives for the Branch which support and align with the divisional and organizational strategic direction. Represent the Director on various committees and working groups within the WSIB and externally.
• Develop and maintain effective working relationships internally with stakeholders across the organization as required to identify needs, discuss and resolve issues and partner on various initiatives focused on driving Customer Experience improvements.

Strategy & Execution
• Define and implement the customer experience and service strategy at the WSIB. by performing industry and market research, identifying current state and building a plan for future improvement.
• Create a center of expertise for customer service excellence, i.e. gathering industry wide research and best practices and share and communicate, ensuring they are embedded in work processes and programs across the WSIB
• Perform regular business analysis to ensure compliance to strategy for service. Identify ongoing opportunities or service failures to improve upon by utilizing channels of feedback (ie: Call Recordings, Market Research, Customer Complaints). Perform root cause analysis and clarify business change issues/opportunities while working amongst all levels of management. Use information gathered during analysis in the development of options/alternatives for new business initiatives with an enterprise perspective and in support of organizational strategic goals.
• Provide customer service excellence expertise on organizational change projects and business planning processes to influence behaviour shifts. This includes providing recommendations, advice, analysis and briefings to senior management to promote business change, resolve service issues, coordinate activities and ensure customer service excellence targets are met.
• Lead and/or participate on specific cross-organizational customer service initiatives or projects. Collaborate with other areas within the division and throughout the organization, such as Prevention, Operations and Finance, to ensure customer service excellence initiatives are aligned and integrated. Participate as a member of the Branch's management team in the development of branch goals and objectives in support of the divisional and corporate goals and objectives.

Research & Benchmarking Analytics
• Research external trends and links to external practices recommend industry best practices and methods, and contribute to and attend forums to maintain and promote the professional practice and methodology to all those interested in business consulting.

• Leverage expertise in design thinking to build the skills, knowledge, and capabilities of the CX Design team members.
• Plan, manage and control the day-to-day work of the team which includes: annual planning of team projects and priorities, ensuring team is adequately staffed, identifying resource requirements, conducting the hiring process, identifying and influencing organization changes to Senior Leadership, developing and implementing work processes, allocating work, establishing and monitoring performance objectives, conducting performance reviews and providing guidance and expertise to staff.
• Develop and administer operating budget for the team, authorize expenditures within approved budget and report on variances from approved plan as required. Recommend expenditures outside budget for approval.
• Work in a very dynamic, fast-paced environment; prioritize speed over perfection. Eagerly embrace change by adapting to changing priorities of the business and customer expectations.

Vendor Management
• Partner with procurement by defining, building and participating in RFI / RFP process in managing market research and contact center contracts ensuring alignment to corporate goals and service strategy.
• Coordinate relations on behalf of the business areas to ensure the stated above contracts are executed and complied. Ensure risk management, quality management and continuous improvement systems are established to analyze and evaluate the effectiveness and cost benefit of services and programs.

• University BA or equivalent designation or knowledge and experience
• Minimum of 6-10 years’ experience in Human Centered Design/ Design Thinking, Service Design, Innovation Strategy, Corporate Innovation, Management Consulting/Client Service, Experience Design, Business Design, or Strategy/Business Transformation
• Experience leading a high performance team, ideally within the design space
• Highly developed professional with personal planning and organizational skills; ability to effectively set priorities; negotiating, initiating, planning and organizing activities; ability to meet deliverables and work with minimal supervision
• Excellent verbal and written communication skills to interact and present to all levels within the organization
• Strong conceptual and analytical skills; ability to interpret data and use data manipulation to extract business insights
• Demonstrated Coaching and Mentoring skills

As a precondition of employment, the WSIB will require a prospective candidate to undergo a criminal records name check prior to or at any time following hire.

To apply for this position, please submit your application by the closing date noted above on our Job Opportunities page:

We appreciate the interest of all candidates. Due to the volumes of applications we receive, we are only able to contact candidates that are selected to move forward in the recruitment process. The WSIB is an equal opportunity employer.
We appreciate the interest of all candidates. Due to the volumes of applications we receive, we are only able to contact candidates that are selected to move forward in the recruitment process. The WSIB is an equal opportunity employer.

The WSIB is an equal opportunity employer and provides accommodation for job applicants in accordance with the Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you are an individual with a disability and you need accommodation in order to apply for this position, please contact If you are invited to participate in the assessment process, please provide your accommodation needs at that time. Please be advised that you may be required to provide medical documentation to the WSIB’s Corporate Health Department so that appropriate accommodation can be provided to you throughout the recruitment process.