Senior Digital Manager

Senior Digital Manager

Requisition #2440856 Job LocationCanada-British Columbia-Burnaby Job StreamInformation Technology Job TypePermanent, Full-Time Salary / Rate$107,400.00 - $125,000.00 / Year Number of Positions1 Start Date of Employment ASAP Posting Date23-Dec-2025 Travel RequiredNot Required Educational RequirementsBachelors Degree Languages RequiredEnglish Job Description

About Pacific Blue Cross

Pacific Blue Cross (PBC) is British Columbia’s leading health benefits provider, dedicated to improving the health and wellbeing of members and communities across the province. Guided by values of collaboration, accountability, integrity, and innovation, PBC fosters a culture of continuous improvement and service excellence. With a strong focus on digital modernization, operational efficiency, and enhanced member experiences, PBC is transforming how it delivers value to its members and partners.

Perks

• Flexible working hours of 7.5 hours per day, Monday to Friday (i.e., 37.5 hours per week).
• Paid vacation starts at 4 weeks per year, and increases with years of service.
• Hybrid work environment (i.e., a combination of work from office and work from home days).
• Generous benefits, including extended health, dental, and life insurance; depending on the plan that you choose, these benefit premiums can be 100% paid by PBC.
• PBC contributes the equivalent of 8% of your base salary to a Defined Contribution pension plan. No employee contribution or matching is required, giving you more take-home pay.
• Retiree Benefits plan that is available to employees who have at least 10 years of service with PBC and have reached the age of 55.
• Onsite gym, cafeteria, and access to virtual doctors / counsellors 24 / 7 via our Employee Family Assistance Program!

About the Position

If you’re looking to take on a role that is a strategic and hands-on digital leader to architect and optimize the entire customer journey across our digital ecosystem, this is the role for you! Reporting to the Director, Customer Experience, the Senior Digital Manager oversees the design and optimization of digital channels and user experiences to ensure consistency, accessibility, and alignment with company goals.

We offer an attractive compensation and benefits package and work-life balance. Our workplace culture values health and wellness, diversity and equality, continuing education, environmental sustainability and giving back to the community.

This role is currently working hybrid from home (2 days a week) and from our head office in Burnaby, BC (3 days a week). Apply this week if you would like to take on this role.

Key Ways This Position Makes An Impact

As the Senior Digital Manager, you would use data and analytics to measure digital performance, identify improvement opportunities, make recommendations, and drive decisions that strengthen customer engagement, customer satisfaction, and operational efficiency.

In this role, you will play a key role in digital governance, design, tool selection, and cross-functional collaboration to ensure seamless integration of systems, processes, and customer journeys.

You will contribute to the Customer Experience strategy, playbook creation, retrospective evaluations, and future-oriented goal setting.

In this role, you will create and be responsible for defining and executing the digital roadmap, developing business cases, providing recommendations, and leading initiatives that improve digital self-service, the onboarding experience, member retention and other metrics.

As the manager, you will define and implement Customer Experience governance and process frameworks, establish escalation protocols, issue resolution processes, and initiative tracking mechanisms.

You will work with the Strategy department to define and manage customer journey hierarchies, assign journey ownership, and establish performance standards and dashboards to monitor journey success.

Your role will define, set, and govern performance metrics across digital channels to ensure alignment with organizational objectives.

You will lead the optimization and performance improvement of digital channels.

Key Experiences You Bring To This Role