Director, Digital Experience and Communication Services at IT Service Operations
IT Service Operations · Victoria, Canada · Hybrid
- Senior
- Office in Victoria
Salary Range: $123,100.01 to $173,500.00 per annum
Union/Excluded: Excluded
Security Screening: Required
Job Type: Regular full time
Additional Info: An eligibility list to fill future vacancies may be established.
We are seeking a Director, Digital Experience and Communication Services to join our team in VICTORIA, British Columbia, Canada.
Are you a visionary leader passionate about transforming digital communications and client experiences? Join our team as the Director, Digital Experience and Communication Services where you'll shape the future of member and employer engagement through innovative, omni-channel strategies.
In this strategic role, you’ll lead a dynamic team focused on enhancing the member and employer journey by integrating cutting-edge digital technologies, user experience (UX) design, and impactful communications. Partnering with senior leaders across the organization, you’ll define and deliver a compelling digital vision that meets current needs and anticipates future service expectations.
You’ll drive initiatives that build lasting relationships, elevate brand value, and improve satisfaction through data-driven insights and performance metrics. As a thought leader, you’ll inspire innovation, foster accountability, and ensure alignment across teams, service providers, and partners to maximize outcomes and deliver measurable value.
Hybrid Work Model
This position is located in our Victoria, BC office. You will have the flexibility to work part of the time on-campus and part of the time off-campus. The requirement for on-campus presence is a minimum of 40% of your schedule in a month.
Additional requirements are determined by the role functions and operational needs of each business area.
Responsibilities
Digital Strategy and Innovation
- Define and implement a multi-year digital content and service strategy to enhance member and employer experience.
- Lead the development of immersive, multi-channel communication strategies.
- Identify and apply innovative digital technologies and best practices.
- Partner with IT to align emerging technologies with UX and business goals.
- Monitor and evaluate the impact of digital services on client satisfaction.
- Market the digital vision to senior leadership and plan boards.
Strategic Communications
- Provide strategic communications advice to influence plan and corporate board decisions.
- Collaborate with Corporate and Plan Communications to manage pension plan brands across digital platforms.
- Establish and maintain quality standards and approval processes for member and employer communications.
- Build relationships with industry peers, advocacy groups, and international pension administrators.
- Ensure messaging is tailored and aligned across all channels and audiences.
Member and Employer Engagement
- Drive a member-focused culture by leveraging research and industry benchmarking.
- Lead initiatives to improve service delivery through stakeholder feedback.
- Ensure service level commitments and delivery measures are met.
- Support operational excellence by improving KPIs, objectives and key results.
Leadership and Team Development
- Provide strong, visible leadership to empower a high-performing communications team.
- Foster innovation and continuous improvement in communication approaches.
- Align team structure and goals with the corporate strategic plan.
- Manage the branch operating budget effectively.
Qualifications
Education: Degree in Business Administration, Public Administration, English, Communications or Marketing. An equivalent combination of education, training and relevant experience may be considered.
Certification: International Association of Business Communicators (IABC) certification/accreditation is preferred.
Experience: Seven years of experience as a communications professional with excellent, proven interpersonal, presentation and writing skills.
Leadership: Five years of experience leading an agile, digital product focused development environment with UX teams, designers and developers to iteratively create and improve digital communications.
Strategic Thinking: Five years of experience analyzing and using customer insight and performance data to design and continually improve digital services to meet user needs.
Program Delivery: Experience leading the successful delivery of programs, especially those with a focus on digital communications, including managing strategy development, governance processes, stakeholder communication, business intelligence and budgets.
Board Experience: Experience working with trustees/board of directors is preferred.
Knowledge, Skills and Abilities
- Proven ability to lead high-performing teams, coach staff, and foster a culture of innovation and accountability.
- Skilled at establishing collaborative relationships with internal and external stakeholders, including advocacy groups and peer organizations.
- Skilled in developing and executing multi-year roadmaps and aligning digital strategies with organizational goals.
- Strong interpersonal and communication skills to influence senior leadership, boards, and external partners.
- Ability to identify and implement digital solutions that enhance member and employer experiences.
- Ability to navigate complex environments and adapt strategies to evolving technologies and client expectations.
- Deep understanding of communication planning, brand management, and stakeholder engagement across digital platforms.
- Knowledge of integrated service models and how to create seamless experiences across web, mobile, print, and future channels.
Application requirements
Cover letter: Required.
Resume: A resume is required as part of your application. Ensure your resume includes your education, the start and end dates (month and year) of your employment, and any relevant information that relate to the job requirements.
Applications will be accepted until 11:59 pm PST on the closing date. Late applications will not be considered.
Diversity & Inclusion
BC Pension Corporation is an equal opportunity employer committed to establishing an inclusive, equitable, and accessible environment for all. All qualified applicants will receive consideration for employment without regard to race, national origin, age, religion, disability, sexual orientation, gender identity or expression, marital status or any other basis protected by applicable law.
We are committed to ensuring that reasonable accommodations are made available to persons with disabilities during the recruitment, assessment and selection processes and will provide reasonable accommodations upon request. If you require assistance or accommodation due to a disability, please email us at [email protected].
Thank you for your interest in working with us. We will let you know about your status in this competition as soon as possible. If you have questions about this opportunity, please email us at [email protected].
