Associate Director, Donor Experience

Associate Director, Donor Experience

As Canada’s biological lifeline, Canadian Blood Services (CBS) is one part of Canada’s broader network of health-care systems, and the only national manufacturer of biological products funded by Canada’s provincial and territorial governments. CBS provides blood and blood products, as well as transfusion and stem cell registry services, on behalf of all provincial and territorial governments, except Quebec.

CBS’ national transplant registry for interprovincial organ sharing and related programs extend to all provinces and territories. CBS works to meet the needs of patients across the country and is nationally responsible for a secure system of life essentials for transfusion or transplantation that’s reliable, accessible and sustainable.

CBS has undertaken several ambitious transformation agendas in recent years that can all be directly linked to the goal of providing concrete and lasting value to Canada’s health systems. The current Strategic Plan includes, as a strategic priority, a commitment to providing an exceptional experience to donors and potential donors. People who donate blood or register to become stem cell or organ donors are also consumers; as they engage with organizations in all areas of their lives, they grow increasingly accustomed to experiencing seamless, personalized interactions enabled by technology. To meet these steadily rising expectations, CBS will continue to improve its processes and enhance its digital platforms, so that donors and registrants can communicate with the organization easily and enjoy exceptional levels of responsive and flexible service. It is within this context that we have created a new role – Associate Director, Donor Experience.

About the Role

Reporting to the Director, Donor Acquisition, Experience and System Performance, the Associate Director, Donor Experience (Associate Director) will be the champion of the donor experience at Canadian Blood Services. The Associate Director will work closely with the Leadership Team at CBS to develop a roadmap for organizational donor experience capability that is aligned with Canadian Blood Services’ brand and strategic plan. They will build strong relationships across departments at CBS to ensure engagement with and support of donor experience improvement initiatives. The Associate Director will lead and conduct high-level data analysis of donor feedback to identify trends and issues that will help inform the further development of systemic improvements to support the donor experience vision, commitments, and guidelines.

From an operational perspective, the Associate Director will lead a team that analyses data from donor feedback to develop and implement system improvements to enhance the experience of the donor with a goal of increasing donor satisfaction, donor retention and net promotor scores. The Associate Director will also provide dedicated support to Donor Centre Leadership across the country to consolidate and prioritize issues related to donor experience and to oversee the implementation of strategic improvements at the systemic and local levels. This will include providing coaching and development opportunities to clinic staff, ensuring that the donor experience is intentional and consistent across donor sites. The Associate Director will also represent the voice of the donor across the organization and ensure that donor impact is considered in all major decisions, changes and initiatives.

As the ideal candidate you are a creative, collaborative and customer-focused leader. You have significant experience developing, implementing and managing customer experience improvement and you are an expert at facilitating enterprise-level organizational alignment focusing on the customer experience and the customer journey. Developing and maintaining relationships across an organization is something you embrace and recognize is the foundation for having honest, direct, and impactful conversations with your colleagues. You employ a disciplined and methodical approach to collecting, measuring, and interpreting customer data while still ensuring a flexible approach to solution development. Finally, you are results-oriented and focused on continuous improvement in everything you do.

Education, Training and Experience:

  • A university degree in Business Administration, Marketing, Customer Service, Sales or a related field is required.
  • Ten years of related, progressive management experience, including experience leading enterprise-level customer experience management teams.
  • An equivalent combination of education, training and experience may be considered.

 

Demonstrated Competencies, Knowledge, Skills and Abilities:

  • Building customer experience capability in a mid-size organization, across divisions and outside areas of direct accountability.
  • Building high performing teams and developing talent.
  • Design, development, implementation, measurement and continuous improvement of customer experience.
  • Creation and measurement of meaningful KPIs.
  • Excellent critical-thinking and interpersonal skills with an ability to lead by example.
  • Excellent verbal and written skills; the ability to speak to large groups and lead or facilitate technical/functional workshops.
  • The ability to build strong relationships across teams and locations; the ability to leverage strong relationships to implement change.

To learn more about this opportunity, please contact Paul Marshall or Sarah Cameron of Boyden Executive Search by telephone at (416) 309-2357 or by email at scameron@boyden.com


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