Senior Digital Manager

About Pacific Blue Cross

Pacific Blue Cross (PBC) is British Columbia’s leading health benefits provider, dedicated to improving the health and wellbeing of members and communities across the province. Guided by values of collaboration, accountability, integrity, and innovation, PBC fosters a culture of continuous improvement and service excellence. With a strong focus on digital modernization, operational efficiency, and enhanced member experiences, PBC is transforming how it delivers value to its members and partners.

Perks

Flexible working hours of 7.5 hours per day, Monday to Friday (i.e., 37.5 hours per week).
Paid vacation starts at 4 weeks per year, and increases with years of service.
Hybrid work environment (i.e., a combination of work from office and work from home days).
Generous benefits, including extended health, dental, and life insurance; depending on the plan that you choose, these benefit premiums can be 100% paid by PBC.
PBC contributes the equivalent of 8% of your base salary to a Defined Contribution pension plan. No employee contribution or matching is required, giving you more take-home pay.
Onsite gym, cafeteria, and access to virtual doctors/counsellors 24/7 via our Employee Family Assistance Program!

About The Position

We are searching for a permanent Senior Digital Manager to join our Customer Experience team.
The starting salary will be determined based on a combination of skills, education, and experience. The salary range is $107,400 – $125,000 per year.

If you’re looking to take on a role that is a strategic and hands-on digital leader to architect and optimize the entire customer journey across our digital ecosystem, this is the role for you! Reporting to the Director, Customer Experience, the Senior Digital Manager oversees the design and optimization of digital channels and user experiences to ensure consistency, accessibility, and alignment with company goals.

We offer an attractive compensation and benefits package and work-life balance. Our workplace culture values health and wellness, diversity and equality, continuing education, environmental sustainability and giving back to the community.

This role is currently working hybrid from home (2 days a week) and from our head office in Burnaby, BC (3 days a week). Apply this week if you would like to take on this role.

Key Ways This Position Makes An Impact

As the Senior Digital Manager, you would use data and analytics to measure digital performance, identify improvement opportunities, make recommendations, and drive decisions that strengthen customer engagement, customer satisfaction, and operational efficiency.

In this role, you will play a key role in digital governance, design, tool selection, and cross-functional collaboration to ensure seamless integration of systems, processes, and customer journeys.

You will contribute to the Customer Experience strategy, playbook creation, retrospective evaluations, and future-oriented goal setting.

In this role, you will create and be responsible for defining and executing the digital roadmap, developing business cases, providing recommendations, and leading initiatives that improve digital self-service, the onboarding experience, member retention and other metrics.

As the manager, you will define and implement Customer Experience governance and process frameworks, establish escalation protocols, issue resolution processes, and initiative tracking mechanisms.

You will work with the Strategy department to define and manage customer journey hierarchies, assign journey ownership, and establish performance standards and dashboards to monitor journey success.

Your role will define, set, and govern performance metrics across digital channels to ensure alignment with organizational objectives.

You will lead the optimization and performance improvement of digital channels.

Key Experiences You Bring To This Role

Bachelor’s degree (or equivalent) with a major in Digital Media, Marketing, Business, Computer Science, or related discipline.
Strong understanding of digital platforms, UX/UI principles, cloud solutions, data analytics, and marketing technologies.
8+ years of related experience in digital strategy including:
experience managing multi-channel digital ecosystems.
experience leading digital initiatives from concept to execution.
experience driving and measuring business outcomes.

If you’re excited about taking on this opportunity, we invite you to apply today and start the conversation with us about this position.

Please apply via our website this week at http://www.pbchbs.com/company/careers/

While we thank all applicants for their interest, only short-listed candidates will be contacted.

Diversity, Equity, and Inclusion

PBC is an Indigenous Works employer of choice, an Insurance Business Canada Diversity, Equity, and Inclusion award winner, one of Canada’s Greenest employers, a Canadian Centre for Diversity and Inclusion (CCDI) employer partner, and a Pride at Work partner.

We strive to create a workplace where everyone feels valued and employees feel empowered to freely participate and contribute regardless of race, ethnicity, gender, sexual orientation, religion, ability, education level, parental status, or socioeconomic status. We are an equal opportunity employer and welcome applications from all qualified candidates.