Job Description

Job Description

Overview:

Turn insight into action. Build credibility. Inspire change.

We’re hiring a Manager of Customer Experience & Insights to lead the team responsible for connecting our customer data, feedback, and experience design efforts into one integrated function. Reporting to the Director of Customer Experience, Strategy, Planning & Execution, you’ll be responsible for delivering meaningful, measurable outcomes, not just diagnosing what needs to change, but helping us change it.

This role is for someone who thrives on turning potential into progress. As a key advisor and partner to senior leaders, you’ll lead the Customer Insights, CX Design, and UX teams and help transform how we listen, learn, and act on what matters most to Manitobans.

You’ll also champion the use of customer and operational data to identify opportunities, remove barriers, and accelerate change, ensuring customer insights shape roadmaps, digital experiences, and business priorities.

What you’ll do:

• Lead the development and execution of an integrated customer insight-to-action strategy.
• Lead and elevate the CX, Insights, and UX functions as a unified, action-oriented team.
• Build internal credibility by translating feedback and insights into decisions and results.
• Establish CX performance frameworks and demonstrate the ROI of experience improvements.
• Strengthen relationships across business lines by enabling their success, not just pointing out their problems.
• Mentor a team of skilled professionals and help them grow into doers, not just thinkers.

What we’re looking for:

• 8+ years of leadership experience in CX, customer insights, or digital strategy.
• Proven ability to deliver visible outcomes that drive trust and change.
• A proactive, solutions-oriented visionary with the ability to think “outside-the-box” to improve the total customer experience.
• A builder and connector with excellent communication and vision.
• Skilled at navigating internal complexity with calm, clarity, and confidence.
• Based in Winnipeg, with a passion for improving public service delivery.

If you're ready to lead with purpose and help drive accountability, visibility, and impact across our customer experience portfolio, we’d love to hear from you.

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