Experience Insights Program Manager

Requisition ID: 43905 

Organization

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable and environmentally sustainable cities. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and engaging workplace.  Working at the City of Vancouver and within the public service can be a rewarding career where you play a key role in ensuring impartial and equitable access to services, upholding ethical governance, and addressing the needs of citizens with integrity and dedication.

 

Main Purpose and Function
The Experience Insights Manager is a strategic leadership role responsible for managing the Voice of the Customer (VoC) and Voice of the Employee (VoE) program. This position combines advanced data analytics expertise with service design principles to drive insights that inform continuous service and product improvements, enhancing overall service delivery and guiding strategic decision-making across the organization.

 

As a key contributor, the Experience Insights Manager will manage the entire program lifecycle from research and data collection to analysis and insight generation, reporting and continuous improvement. This role will influence service, product and policy improvements by ensuring customer and employee perspectives are embedded into the business planning and prioritization. The Experience Insights Manager will also be responsible for managing the program budget and leading a team to deliver on VoC and VoE objectives.

 

The Experience Insights Manager will also play a key role in strategic planning, transformative initiatives and prioritization through insight-driven recommendations. The role will also serve as a liaison between the cross-functional teams, translating data-driven insights into actionable recommendations. This role will contribute to departmental and enterprise planning activities, guiding changes that may impact financial, staffing and overall business operations.

 

Specific Duties and Responsibilities
Program Management

• Lead the design, execution and continuous improvement of the VoC and VoE program.
• Maintain program governance to ensure the quality, consistency, and reliability of data.
• Define success metrics and performance indicators to measure impact and effectiveness.
• Develop roadmap for scaling feedback programs and integrating them into business processes.
• Oversee tools, processes, and methodologies for collecting and analyzing customer and employee feedback.
• Continuously evaluate and refine program frameworks to ensure alignment with organizational goals and emerging trends.
• Embed VoC and VoE insights into business cases, strategic roadmaps and organizational priorities to influence decision-making and drive customer-centric outcomes.

 

Service and Product Improvement

• Collaborate with Service Designers and UX Designers to plan and conduct qualitative and quantitative research, including surveys, interviews, contextual inquiry, and usability studies.
• Use advanced analytics tools, AI-powered solutions, and data visualization platforms to analyze feedback and uncover meaningful patterns.
• Apply service design methods, such as mapping end-to-end journeys to identify friction points and areas for enhancement.
• Collaborate with departments and cross-functional teams to implement and iterate on service improvements.
• Monitor the impact of implemented improvements and adjust strategies accordingly.
• Work with Experience Centre for Enablement to contribute and ensure adherence to service design standards.
• Act as a key advisor in prioritizing service and product improvement initiatives by identifying high-impact opportunities from feedback data.

 

Data Product Development and Enhancement

• Collaborate with the Data, Analytics and AI team to design, develop and implement data products that leverage VoC and VoE insights.
• Use feedback insights to inform product development roadmaps and feature prioritization.
• Leverage AI and machine learning to enhance feedback analysis, sentiment detection and predictive insights for service and product improvements.
• Develop methodologies for measuring long-term impact and success of product enhancements.
• Ensure alignment between service design, technology, and business goals.

 

Strategic Collaboration & Stakeholder Engagement

• Act as the central point of contact for VoC/VoE program-related activities, ensuring all stakeholders are informed and aligned.
• Build consensus across departments on priorities for service improvement and product development.
• Present research findings and data-driven insights in clear and compelling ways to technical and non-technical audiences.
• Build strong relationships with internal and external stakeholders to foster collaboration and support for the program’s objectives.
• Actively participate in governance and prioritization forums to ensure customer and employee perspectives shape strategic decisions.

 

Data Integrity & Privacy Management

• Ensure all feedback data is collected, stored, and processed in accordance with privacy laws and organizational policies.
• Monitor data integrity, ensuring feedback is accurate, reliable, and representative of the population.
• Implement best practices and procedures defined in the enterprise Data Governance program to ensure quality and security of data.
• Work with the Data Governance Centre for Enablement to ensure adherence to relevant regulations regarding data collection and management.
• Regularly audit feedback systems to ensure data quality and compliance.
• Facilitate the remediation of data quality issues.

 

Promote a Customer-Centric and Employee-Centric Culture

• Advocate for the value of customer and employee feedback at all levels of the organization, fostering a culture of continuous listening, learning, and improvement.
• Provide guidance to teams across the organization on how to integrate VoC and VoE insights into their work and decision-making processes.
• Facilitate the sharing of insights and lessons learned from feedback to encourage a collaborative, cross-departmental approach to problem-solving and innovation.
• Champion equity-focused feedback strategies to ensure diverse voices are reflected in improvement efforts, influencing inclusive policy and service design.

 

Continuous Improvement and Innovation

• Stay updated on the latest advancements in data analytics, research methodologies, and service design to improve program effectiveness.
• Identify and adopt innovative tools and approaches to enhance the VoC/VoE program’s capabilities.
• Explore new technologies and methodologies to enhance the feedback collection process, ensuring that it is efficient, effective, and reflective of evolving public needs.
• Promote a culture of continuous learning, feedback, and user-centered decision-making across the organization.

 

Budget and Resource Management

• Lead the development and management of the program’s annual budget, ensuring alignment with strategic priorities and program goals.
• Oversee resource planning and allocation to support the effective delivery and scalability of the VoC and VoE program.
• Ensure program resources are optimized to support cross-departmental initiatives that drive service, product, and policy improvements.

 

General Duties:

• Other duties/responsibilities as assigned.

 

Qualifications

Education and Experience:

• Bachelor’s degree in business administration, data science, service design, or a related field.
• 5-8+ years of experience in business analysis, research, data analytics, or service design, with a focus on customer and employee experience.
• Experience working in the public sector, municipal government or a similar large complex organization environment, with a strong understanding of public service objectives and governance.
• Proven experience in gathering, analyzing, and synthesizing qualitative and quantitative from multiple sources.
• Experience in designing and implementing data products, data visualization and reports for leadership.
• Experience in managing teams using Agile methodologies, fostering collaboration across disciplines such as development, design and analytics.
• Hands-on experience in service design or applying user-centered design principles to improve services and products in government, public sector or large organizations.
• Certification in service design, user-centered design or human-centered design principles are highly desirables.
• Certification in Data Analytics or Data Science ( e.g. Tableau, Power BI, or Python) to demonstrate proficiency in analytics tools for service and product improvements.
• Certification in Program Management Professional (PgMP) or an equivalent credential, demonstrating experience in managing large-scale, cross-functional programs.
• Certified Scrum Product Owner (CSPO) or Agile Certified Practitioner (PMI-ACP) certification, demonstrating proficiency in Agile methodologies and experience collaborating with cross-functional teams.

 

Knowledge, Skills and Abilities:

Technical Expertise and Data Analytics

• Strong proficiency in data visualization tools such as Tableau, Power BI, Fabric or Looker to present customer insights.
• Advanced data analysis skills, including experience with SQL, Python, R, or similar tools for data extraction and manipulation.
• Familiarity with AI-driven analytics, predictive modeling, and automation in CX analytics.
• Understanding of CX measurements frameworks, including Customer Satisfaction (CSAT) and Customer Effort Score (CES).
• Experience with moderated and unmoderated user research tools (e.g. Usertesting.com and journey management tool (e.g. TheyDo).Ability to translate technical findings into strategic insights that inform business priorities and decisions.
• Demonstrated capability in building integrated analytics ecosystems that support continuous CX performance tracking.

 

Analytical and Strategic Thinking

• Ability to synthesize large datasets from multiple sources and translate them into actionable customer insights.
• Strong problem-solving skills to identify patterns, trends, and opportunities for service improvements.
• Experience aligning customer insights with business objectives to drive decision-making and strategy.
• Ability to develop business cases, performance metrics, and ROI assessments for VoC and VoE initiatives.
• Experience leading insight-to-action cycles that influence strategic planning, product roadmaps, and operational priorities.
• Proficiency in evaluating long-term impact of VoC initiatives through strategic KPIs and outcome measurement.

 

Leadership and Influence

• Ability to lead cross-functional initiatives and influence teams across different levels of the organization.
• Experience working with executive leadership to present key findings and inform strategic decisions.
• Capacity to foster a culture of customer-centricity and data-driven decision-making.
• Experience mentoring and guiding teams in leveraging VoC and VoE insights for service improvements.
• Proven ability to develop and drive long-term VoC strategy aligned with organizational goals.
• Experience establishing governance models, frameworks, and standards to scale VoC capabilities.
• Ability to influence policy, planning, and priority-setting by integrating customer insights into strategic initiatives.

 

Communication and Stakeholder Engagement

• Strong ability to communicate complex data insights in a clear, compelling, and accessible way for both technical and non-technical audiences.
• Experience facilitating workshops, discussions, and co-design sessions to align stakeholders on customer insights.
• Ability to develop compelling data and analytical products, presentations, and dashboards that drive action and engagement.Adept at building relationships with internal and external partners to strengthen the program’s impact.
• Experience developing executive-level briefings and communications that inform enterprise-wide decision-making.
• Ability to champion the value of VoC across the organization, building buy-in and shared accountability.

 

Service Design and Human-Centered Research

• Deep understanding of service design methodologies and their application in customer experience analysis.
• Experience conducting multimodal qualitative and quantitative research, including contextual inquiry, usability testing, participatory design techniques, etc.
• Ability to connect research insights to tangible service and process improvements.
• Experience embedding human-centered design into organizational strategy, planning, and policy development.
• Skilled in translating customer and employee research into end-to-end service blueprints and actionable roadmaps.
• Proven ability to influence enterprise priorities through insight-driven service design

 

Program and Change Management

• Strong project management skills, with the ability to manage multiple data-driven initiatives and meet deadlines.
• Experience in Agile or Lean environments, particularly in iterative service improvements.
• Familiarity with change management methodologies to drive adoption of customer-centric improvements.
• Ability to navigate organizational complexity and drive alignment on customer experience initiatives.
• Ability to scale and sustain VoC initiatives through strategic planning, structured delivery models, and prioritization frameworks.

 

Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work a hybrid work week from locations that are a daily commutable distance from their work at a City worksite.  At this time this position is eligible to be part of the Flexible Work Program.

 

Business Unit/Department: IT, Digital Strategy & 311 (1070) 

Affiliation: Exempt 

Employment Type: Temporary Full Time 

Position Start Date: June, 2025 

Position End Date: December, 2026 

Salary Information: Pay Grade RNG-080: $97,032 to $121,294 per annum

 

Application Close: May 30, 2025

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous peoples, people of colour, 2SLGBTQ+ persons including all genders and persons with disabilities are encouraged to apply.  Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion. 

 

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