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Senior Digital Customer Experience Manager - TELUS Health

Vancouver, BC
Full Time
5 days ago

At TELUS Health, we are on a mission to create remarkable outcomes in healthcare while putting our customers and team members at the heart of everything we do. In our world, purpose and work converge. Our passionate and results-driven marketing team is dedicated to creating and delivering innovative strategies, and we have fun doing it.

We are searching for a highly flexible individual to play a critical role in turning the TELUS Health brand into a positive customer experience across all our digital channels.

Here's what we believe as a team:
    •We believe that every touchpoint with our organization is a chance to provide our prospects and customers with a remarkable experience and increase customer satisfaction, loyalty, and advocacy. •There's no room for egos or blame; we work together to get things done and have a growth mindset •We challenge the status quo and how we think, we solve problems, deliver, communicate and measure - and when others think we're done, we make it better. •We live up to our commitments - to ourselves, to our internal clients, our partners, and our customers

What you'll do:

As a Sr. Digital Customer Experience Manager, you will have the responsibility to lead and deliver the humanization and optimal experience of our digital channels for the benefits of our customer. You will not only ensure that each touchpoint across the customer journey is engaging, efficient, and effective, but you will have the ability to anticipate their needs and make it easy for them to fulfill them. You will be working towards building customer satisfaction, loyalty, and referrals using data for insight into their perspective and adjust our assets accordingly.
    •Champion opportunities to consistently improve the TELUS Health digital experience •Working closely with the Market managers to ensure strategies are proactively considering the digital humanization concept •Develop listening points in the customer journey, define the right segmentation, and identify opportunities for continuous improvement •Analyze consumer behavior on current platforms •Be proactive to leverage data (website traffic, sales figures, and conducting research) to determine the customers' needs and how to best meet them •Design the digital customer experience leveraging various data points •Create strategies that not only offer a personalized experience but lead to strong satisfaction •Deliver optimal digital customer experiences through personalization, persona based adjustment, proactive adjustment based on data, proactive data analysis •Managing and assessing the customer life cycle and the digital experience life cycle •Implement a digital experience platform to assess customer feedback, data, and analytics, as well as improve the overall digital experience •Optimize the company eCommerce process and customer experience


Skills and Competencies

The successful candidate is an innovator, a self-starter and a recognized collaborator that is passionate about leveraging data to improve customer experience through digital channels. We are looking for a candidate that can manage multiple complex projects and that is committed to quality delivery, someone that is comfortable working with an extensive network of stakeholders within and outside the marketing team and has the ability to report on progress of its activities. The Sr. Digital Customer Experience Manager should have experience and skills in a variety of disciplines such as:.
    •Solid project management skills •Strong capacity to jump in the customer's shoes •Experience working with content management systems and web content management •Concrete understanding and background in SEO and lead generation •Working knowledge of programming languages, such as CSS, and HTML •Working knowledge of new tools in digital experience and customer experience, along with established tools such as Google Analytics, Tag Management and Webmaster tools •Strong understanding of digital marketing principles •Knowledge of best practices and trends in digital channels for sales and customer feedback such as social media, chatbots, ecommerce, websites, digital advertising, and more •Capacity to create storyboards or process flowcharts to aid in content design

Required Experience and Education:
    •Minimum of 7 - 10 years of experience including a mix of B2B and B2C •Being able to demonstrate experience in improving customer experience with a measurable impact •Bachelor's degree in Marketing, psychology, Business or comparable education/experience •Empathy is crucial •Experience in Health technology, telecom, IT or health sectors is a strong asset •A flair for storytelling •Bilingual English/French considered an asset

What YOU get:
    •Working within a very dynamic team with a very high engagement rate and for which the collective is greater than every individual •You will get great pay, profit sharing bonus, optional stock purchase plan and dedication to a diverse and inclusive team culture •You will have career development opportunities, not to mention a flexible benefit plan with many innovative options and programs including a DC pension, flexible work styles, and more

A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you're helping us make the future friendly. We're committed to diversity and equitable access to employment opportunities based on ability -your unique contributions and talents will be valued and respected here.
TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all personnel whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.
Health Care