Member Journey Orchestration Manager
Ontario Teachers' Pension Plan Board
Lead member journey orchestration strategy at Ontario Teachers' through service design, channel governance, and AI-enabled experience coordination. This flexible role combines in-office collaboration with remote working.The Manager leads priority journey orchestration within Member Services and translates experience strategy into reliable, measurable service models. You will work across Product, Technology, communications, operations, Complex Care, and journey-design teams. The work connects digital platforms, CRM, email, virtual assistants, IVR, and assisted-service processes.Key Responsibilities:
Develop orchestration strategies, standards, playbooks, and governance frameworksDesign channel sequencing, triggers, handoffs, and escalation pathsTranslate journey designs into practical service-flow requirementsMonitor performance and sponsor corrective action across priority journeysLead workshops, coach employees, and support change adoptionRequirements:
University degree or equivalent education and experienceAdvanced journey mapping, service blueprinting, and experience governance knowledgeUnderstanding of CRM, automation, virtual assistants, and service ecosystemsSignificant related journey, service design, or transformation experienceStrong analytics, facilitation, negotiation, and stakeholder-management skillsApply member-centered systems thinking, service design, analytics, and AI-enabled experience expertise to improve journey continuity and operations.
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Develop orchestration strategies, standards, playbooks, and governance frameworksDesign channel sequencing, triggers, handoffs, and escalation pathsTranslate journey designs into practical service-flow requirementsMonitor performance and sponsor corrective action across priority journeysLead workshops, coach employees, and support change adoptionRequirements:
University degree or equivalent education and experienceAdvanced journey mapping, service blueprinting, and experience governance knowledgeUnderstanding of CRM, automation, virtual assistants, and service ecosystemsSignificant related journey, service design, or transformation experienceStrong analytics, facilitation, negotiation, and stakeholder-management skillsApply member-centered systems thinking, service design, analytics, and AI-enabled experience expertise to improve journey continuity and operations.
#J-18808-Ljbffr
Vacancy posted 1 hour ago
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