Director, Experience Management

The Director, Experience Management Office leads the strategy, implementation, and operationalization of Canada Life’s end user technology experience capability. The role acts as a key liaison between business-aligned technology partners, technology service owners, vendors, and employee-facing support teams to ensure technology services are understood, measured, improved, and delivered in ways that make it easier for employees to do their best work. 

The mandate is to make digital employee experience a measurable and managed discipline within Technology. The Director will own the Experience Management Office operating model, including Digital Employee Experience tooling (DEX tool), XLA measurement, experience analytics, journey and persona practices, adoption and change management.  

The successful candidate will bring the leadership range to shape a new enterprise capability while staying closely connected to service performance, stakeholder relationships, reporting, cost awareness, and continuous improvement. They will work across Technology, third parties, business-facing partners, and senior leaders to translate experience insights into clear priorities, support service planning, improve communications, and embed proactive and automation-first resolution patterns across the employee technology environment. 

What you will do:

• Define and lead the Experience Management Office as the capability responsible for measuring, designing, improving, and enabling employee technology experiences across Canada Life.
• Act as a default point of contact and trusted liaison between business-facing technology partners, technology service owners, service desk teams, vendors, and employee-facing support channels for experience-related insights, concerns, and improvement opportunities.
• Translate the employee technology experience strategy into an executable roadmap, annual plan, governance rhythm, service review model, and measurable program of work.
• Own the Digital Employee Experience capability as a strategic enabler of proactive technology support, including DEX tooling, endpoint telemetry, device health insights, sentiment signals, analytics, automation / self-healing opportunities, vendor delivery, and value realization.
• Establish a practical view of employee technology experience by bringing together device health, performance analytics, operational data, ServiceNow signals, employee feedback, XLA measures, service levels, and service cost considerations.
• Facilitate regular experience and service reviews with technology partners and service owners, representing service performance, employee impact, improvement progress, adoption outcomes, and emerging risks or issues.
• Identify and prioritize sources of digital friction across the end-to-end employee journey, using productivity impact, employee effort, volume, risk, cost, and business value to guide improvement activity.
• Collaborate with service owners, problem managers, platform teams, endpoint teams, and vendor partners to validate issues, initiate service improvement plans, track progress, and communicate outcomes.
• Partner with platform, endpoint, service desk, engineering, and vendor teams to use DEX insights to detect, prevent, and resolve employee-impacting issues before they become tickets, including proactive remediation, self-healing workflows, automated fixes, and improved configuration standards across hardware, software, and support layers.
• Lead the development of XLA reporting and measurement practices that connect service performance to employee experience, productivity, adoption, effort, friction, and value realization.
• Provide experience design and research services to Technology teams, including journey mapping, persona development, focus groups, user research, early adopter engagement, UAT support, and rollout readiness assessments.
• Act as service owner for priority cross-functional employee technology journeys, including onboarding, where the experience depends on multiple platforms, teams, processes, communications, and support channels working together.
• Lead adoption and change management for employee technology changes, ensuring employees are prepared, communications are clear, learning support is available, and adoption is measured after launch.
• Lead and develop a high-performing team, including workload planning, performance management, professional development, and building a culture that is evidence-based, employee-centred, commercially aware, outcome-focused, and practical in how it improves technology experiences. 

What you will bring:

• Post-secondary education in technology, business, analytics, organizational change, human-centred design, or a related discipline; equivalent experience will also be considered.
• 10+ years of progressive technology leadership experience, including experience in service management, business relationship management, digital workplace, end-user technology, employee experience, adoption and change management, service design, automation, or a related field.
• 5+ years of experience working in a technology relationship management, service ownership, account management, customer experience, or stakeholder-facing technology leadership role.
• Demonstrated experience building or operationalizing a capability that uses telemetry, analytics, service reporting, research, and stakeholder insight to improve services, products, journeys, or employee experiences.
• Strong understanding of Digital Employee Experience practices, including endpoint telemetry, device health, endpoint performance, experience analytics, sentiment signals, proactive remediation, self-healing workflows, automation-led service improvement, and employee listening.
• Experience with DEX platforms, endpoint telemetry, proactive remediation capabilities, ServiceNow data, XLA reporting, operational analytics, service catalogues, service levels, service reviews, or experience measurement tools is strongly preferred.
• Ability to define outcomes, establish measurement frameworks, interpret complex data, and translate insight into clear priorities, executive decisions, funded initiatives, service improvement plans, and measurable improvements.
• Strong relationship management, negotiation, and influencing skills, with a track record of driving outcomes across teams where accountability is shared and delivery depends on multiple owners.
• Experience with journey mapping, personas, user research, focus groups, early adopter programs, UAT planning, or other human-centred design practices.
• Strong adoption and change management experience
• Excellent written and executive communication skills, with the ability to translate technical and operational topics into clear business language for different audiences.