Manager, Donor Experience (Measurement Strategy and Methodology)

Please note this role will work in a hybrid environment. The successful candidate must be located near a Canadian Blood Services site and will be working a mixture of on-site and off-site work based on the parameters for our operations to meet the needs of our donors, our staff and our communities. Currently, employees are expected to have an in-person presence for at least 40% of their work time. This requirement may vary depending upon circumstances.

Job category: Communications, marketing and public affairs
Job posting ID: 7070

Employment status: Regular full-time
Possible schedule/FTE: 1.00

Classification: PTS/MGT/IT B
Salary/Rate of pay: $89,894 to $108,493

Application deadline: 2025-04-25

Application requirements:

• Your up-to-date resume.
• Job specific cover letter.
• We recommend you save a copy of the job posting for reference throughout the recruitment process.

Do you currently work for Canadian Blood Services? All employees must apply via the internal career page.

Together, we can make all the difference in the lives of others.

Be part of a dynamic, collaborative and caring organization committed to saving and improving lives. Thousands of patients depend on us every day for reliable access to safe blood, plasma, stem cells and organs and tissues.

If you are looking for a rewarding experience with a values and mission-driven team, join Canada's Lifeline and make a meaningful difference.

We acknowledge that the work of Canadian Blood Services spans many Territories and Treaty areas across the country, and we are grateful for the Traditional Knowledge Keepers and Elders who have guided us in this important work. We recognize the land and waters that have inspired our work and offer gratitude to those Indigenous peoples on whose territory we work, live and play.

About the role
Canadian Blood Services is looking for a regular full-time Manager, Donor Experience (Measurement Strategy and Methodology) to join our dynamic Insights and Donor Experience team in our Donor Engagement and Corporate Reputation division.

The Insights and Donor Experience team is responsible for supporting Canadian Blood Services by providing data driven insights into our donor base, critical to supporting our growth initiatives.

In this role, you will be accountable for creating the future state of donor experience measurement strategy. You will also play a leading role in establishing a methodology for calculation of donor experience success metric/s, which will include an annual target setting exercise. You will be a superuser of donor experience insights platform, the primary publisher of dashboards, as well as the thought leader behind mathematical models on the platform. Finally, you will provide donor experience insights (donor feedback, donor research, uncover relationship between operational metrics and DX metrics) to the organization for projects, change initiatives and improvement opportunities.

Formula for success

• Harnessing your demonstrated knowledge and expertise, you will design and maintain a metric monitoring framework (including accesses, data set up, metric relationships, frequency) for uncovering trends and actionable insights for elevating donor experience. Be the single point of contact and thought leader for donor experience insights.
• Focusing on your proven track record with leading change, stakeholder engagement, facilitation, and storytelling, you will lead the organization through collaboration with partners to a more comprehensive and accurate donor experience measurement strategy and methodology. This will include an assessment of current state, a vision for the future state and ultimately obtaining organizational buy in.
• Drawing on your exceptional analytical and leadership skills, you will lead the annual donor experience success metric target setting exercise, including creating a methodology, annual assessment and evolution of the methodology and socialization of the method and targets to various levels of management within the organization.
• Leveraging your demonstrated knowledge and expertise, you will be the "Super-user" for the donor experience insights platform, supporting the effective use of the system across the organization.
• Concentrating on your ability to design, develop and implement continuous improvement of customer experience, you will be the primary publisher of donor experience insights dashboard from the platform, as well as evolution of dashboards based on business environments and user feedback. Act as the thought leader and own the evolution of mathematical models within the platform.
• You will be responsible for identifying new system and dashboard requirements; partner with other departments and groups (IT, Analytics, end users) in their development; oversee optimal use vendor consulting hours for platform enhancements; champion new functionalities to the organization.
• Applying your strong analytical and problem-solving skills, you will act as a second line of defense for troubleshooting complex system and user issues.
• Performs other related duties as required.

Desired education and skills

• Completion of a university degree in Business Administration, Engineering, Math and Stats or other related fields is required.
• 8 years or more of related, progressive experience, including working on enterprise-level measurement systems, customer experience, customer insights, business management or service/workforce management teams.
• 8 years or more of proven track record with leading culture change, stakeholder engagement, facilitation, and storytelling required.
• Experience with Qualtrics or similar experience management platform is essential.
• Excellent verbal and written skills in English are essential.
• Experience facilitating workshops and regular meetings with 20+ attendees.
• An equivalent combination of education, training and experience may be considered.

What we offer you

• 4 weeks' vacation
• Annual performance award up to 8%
• Comprehensive group health, dental and vision benefits for you and your family
• Defined benefit pension plan
• Employee discounts, wellness program, professional resources

What you can expect

• This role will work in a hybrid environment with requirements to be onsite at Canadian Blood Services location 40% of the time/ 2 days of the week.
• You may be required to travel twice per year within Ontario, and as required.

Diversity and inclusion play a vital role in ensuring health equity for patients across Canada. We are committed to reflecting Canada's population in our organization and fostering an environment where all employees can be their authentic selves, with equal opportunities to succeed and contribute.

If this role resonates with you, we encourage you to apply by providing your up-to-date resume. This could be your first step towards a meaningful and inspiring career. Come to work each day knowing that you save lives.

We thank all applicants for their interest. However, only those considered for an interview or those invited to participate in an assessment will be contacted. Emails are sent directly from our system, to ensure you receive them please add donotreply@blood.ca and system@successfactors.com to your safe senders list.

Applicants who require accommodation should discuss their needs with us.

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