Director, Management

Overview

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 measurable and managed as a 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 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.

• 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, Service Now 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…