Assistant Director, Digital Experience and Communication Services

Reports to: Director, Member Services and Experience Salary Range: $108,500.18 to $144,300.18 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 an Assistant Director, Digital Experience and Communication Services to join our team in VICTORIA, British Columbia, Canada. 

Step into a leadership role where you can shape the future of our member experience. As we prepare for Wave 3, you’ll help lead the development of new pension plan websites and bring our Member Experience and Engagement Strategy to life, creating simpler, more intuitive and engaging experiences.

Working closely with the Director, Member Services and Experience, you’ll lead and empower managers and professional staff across digital products, user experience, content, education, forms and correspondence. You’ll set direction, align priorities, manage budgets and resources, and turn strategy into meaningful results for members and employers.

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

What you’ll do

• Lead and inspire the Digital Experience team, setting priorities and creating an environment where people can do their best work.
• Help shape strategy, business plans, budgets, investments, and improvement priorities that advance organizational goals.
• Drive the evolution of member and employer digital experiences, including website modernization, online services, correspondence, forms, and educational products.
• Support strategic direction and oversee delivery priorities for digital products, user experience, content, and platforms, including the responsible adoption of AI and automation.
• Champion accessible, intuitive, and audience-centred experiences, using research, data, and customer insights to guide decisions and improvements.
• Strengthen governance, quality, accessibility, and performance practices to deliver consistent and reliable digital products and services.
• Build strong partnerships across the organization and with technology partners and vendors to turn priorities into results.
• Develop and empower employees while fostering collaboration, innovation, accountability, inclusion, and continuous learning.

Qualifications

Must have

• Degree in communications, digital media, user experience, business administration, public administration, marketing, or related discipline. 
• Five years of progressive experience in digital experience, communications, user experience, product management or a related service environment including:
  • Managing digital products, services, or portfolios throughout their lifecycle.
  • Supervising professional or cross-functional teams, including assigning work, coaching, supporting development, and managing performance.
  • Leading cross-functional initiative, digital transformation, emerging technology adoption and service improvements.
  • Managing operations, budgets, resources, competing priorities, risks, vendors, and service commitments.
  • Developing and implementing business plans, strategies, governance, quality standards, and evidence-based performance improvements.
  • Building relationships and providing strategic advice to senior leaders and partners.
• An equivalent combination of related education, training, and experience may be considered.
   

Nice to have

• Experience overseeing website modernization and digital platform delivery.
• Working with technology partners on content and communications platforms, authenticated services and integrations.
• Experience with digital product roadmaps, using research and analytics to improve member or customer experiences.
• Experience overseeing correspondence, forms and structured content.
• Working in pensions, financial services, insurance, government or other regulated environments.
   

Knowledge, Skills and Abilities

• Knowledge of digital communications, product management, member experience, UX, service design, content strategy, accessibility and continuous improvement. 
• Technical fluency across websites, content and communications platforms, structured content, design systems, integrations, automation, analytics and AI. 
• Knowledge and skills in creative design and communication services, including creative direction, production and quality assurance.
• Ability to motivate and influence others, resolving conflict, managing operations and resources.
• Knowledge of change management principles and ability to manage a team through change, engage partners, assess impacts and support adoption of new technologies, processes and ways of working.
• Excellent interpersonal, presentation, writing and editing skills.
• Ability to establish performance measures, interpret quantitative and qualitative evidence, assess recommendations and make sound decisions. 
• Ability to balance innovation and transformation with operational reliability, service quality, accessibility, governance and risk. 
• Ability to build trusted relationships and provide client-centred, omni-channel services that meet organizational and partner needs. 
• Ability to identify critical issues and develop creative, strategically sound solutions in a complex and changing environment. 
   

Application requirements
Cover letter: Please do not submit a cover letter; it will not be reviewed.
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.
Questionnaire: As part of the application process, you will be prompted to complete an online questionnaire to demonstrate how you meet the job requirements. Responses will be used to shortlist applicants against the job requirements. Please allow approximately 5 minutes to complete this questionnaire.

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 jobs@pensionsbc.ca.  

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 jobs@pensionsbc.ca.

BC Pension Corporation is one of the largest professional pension service providers in Canada. We serve over 780,000 active and retired members and more than 1,000 plan employers, paying out more than $540 million in benefits each month (over $6.5 billion a year) to over 240,000 retirees.

One in eight BC citizens is a member of one of the five pension plans we serve.

Services include providing plan information to members and employers, managing contributions and member records, paying pension benefits, and providing policy, financial and communication services to plan boards. We are a community of dedicated professionals who share common beliefs about client service and a desire to make our organization an even better place tomorrow than it is today.

Member Services and Experience (MSE) is comprised of the Member Services Centre (the multi-channel contact centre), the Member Support Services team (intake of member requests, digital and hard copy mail distribution, and member & employer record management and retention, the Digital Experience team (web services, service experience including user experience content and research), and the Communication Services team including creative services). The branch mandate is to provide an integrated, consistent, and personalized service experience for members across all BC public sector pension plans through various channels, with a digital first approach. Service channels include online requests, member calls, written and email enquiries. Communication channels include plan websites, digital and print products, online and instructor led educational webinars, e-learning modules, instructional and training programs, secure portals (My Account and Employer Portal), animated videos, and distribution of digital and print communications products.