MANAGER, CUSTOMER AND DIGITAL EXPERIENCE STRATEGY

Richmond

The Opportunity

As one of the largest ferry operators in the world, BC Ferries has proudly served coastal communities for over 60 years. We are committed to delivering safe, efficient, and customer-focused travel experiences.

We’re looking for a strategic, customer-obsessed leader to join our Brand & Customer Experience team and help shape the way BC Ferries connects with people across all touchpoints — in-person, digital, real-time, and offline.

As the Manager, Customer and Digital Experience Strategy, you’ll oversee the development and implementation of a new organization-wide customer experience strategy. You'll lead initiatives that enhance the end-to-end journey for our customers while supporting operational goals. You’ll collaborate across teams, apply research insights, and champion the voice of the customer to drive meaningful improvements across platforms.

We're seeking a highly organized, analytical, and empathetic leader who thrives in a cross-functional environment, building strong partnerships and advocating for seamless, accessible, and intuitive experiences.

Join us and be part of a team committed to putting customers and communities at the centre of everything we do.

The Role

Reporting to the Director, Brand and Customer Experience Strategy, you bring energy and strategic oversight to key areas such as:

• Leading the development, implementation, and ongoing refresh of the Customer and Digital Experience Strategy
• Mapping the full customer journey across all real-time, offline, online, in-person, and digital touchpoints
• Collaborating with Operations and support departments to ensure cohesive, efficient, and accessible experiences
• Championing usability, accessibility, and intuitive navigation across all customer-facing interfaces
• Identifying and recommending policy changes to enhance the customer experience
• Leveraging research and feedback to understand evolving customer needs and pain points
• Ensuring transparent and effective customer communications across departments
• Measuring and analyzing customer satisfaction to inform continuous improvement
• Leading and coaching the Customer Experience team, ensuring strong business planning and budgeting practices

What you bring to the team

• A bachelor’s degree or higher in Marketing, Communications, Social Sciences, Business, or related field
• 7–9 years of experience in customer and digital experience management
• Proven ability to lead strategy development and cross-functional collaboration
• Experience driving customer experience improvements in complex, multi-touchpoint environments
• Strong analytical skills with the ability to see the big picture while focusing on detail
• Excellent communication (verbal and written), presentation, and interpersonal skills
• Strong planning, organizational, and project management capabilities
• A collaborative, team-first approach and ability to coach and lead others
• Proficiency in Microsoft Office and familiarity with research or analytics tools

Join us!

If this sounds like your next great career move, please submit your cover letter and resume by September 17, 2025.

Additional information

The target salary range: $125,400 - $156,800 per annum.  The starting salary is determined based on the successful candidate’s knowledge, experience and internal equity. Starting salary may exceed the target range on exceptional basis.

"We connect communities and customers to people and places important in their lives”

At BC Ferries, our employees are our most important assets in delivering our commitment to customer safety, service and satisfaction. We support employment equity and diversity in the workplace and we encourage applications from all qualified individuals including women, visible minorities, Indigenous Peoples, persons with disabilities, persons of diverse sexual orientation, gender identity or expression (LGBTQ2S+), and others who reflect our ever-changing workplace.

We appreciate the interest of all applicants; however only those selected for an interview will be contacted.