Director, Brand, Marketing and Customer Experience

TransLink

Director, Brand, Marketing and Customer Experience

Job ID:
20260788

Location: 
Greater Vancouver

Full/Part Time: 
Full-Time

Regular/Temporary: 
Regular

Marketing Statement
A career at TransLink and our family of companies means working with people with a wide range of skills and perspectives, all teaming up towards a common goal: preserving and enhancing the region's world-envied quality of life. Together, we connect the region and enhance its livability by providing a sustainable transit and transportation network, embraced by our communities and people.

At TransLink we are dedicated to building a workforce that reflects the diversity of the communities in which we live. We’re committed to fostering an inclusive, equitable and accessible workplace, recognizing the unique value and skills every individual brings.

Looking for a great place to work where your contributions are valued and you can make a difference in a vibrant city? At TransLink, one of BC’s Top Employers, you'll help make Metro Vancouver a better place to live, built on transportation excellence. Put your future in motion!

Responsibilities
PRIMARY PURPOSE
As a member of the divisional leadership team, provides enterprise leadership and strategic direction for TransLink's brand, marketing, customer experience and ridership development functions. Leads the development and delivery of strategies, programs and initiatives, that strengthen reputation, enhance customer outcomes and drive sustainable ridership growth while advancing TransLink's corporate and regional transportation objectives.

KEY ACCOUNTABILITIES
Serves as a member of the divisional leadership team, supporting the Vice President in the development and implement long-term strategies that strengthen brand and reputation, customer experience, and ridership development across the enterprise.

Leads and advances TransLink’s reputation, long-term strategic brand and marketing goals, and builds alignment across the enterprise on brand strategies, standards and investments that advance TransLink's mission, values and customer-centric vision.    
Directs reporting on the status of initiatives and activities, and to alert the VP on critical issues as they emerge. Leads and develops with the VP the delivery of executive-level presentations and reports to the Board and Mayors’ Council.

Provides strategic advice, analysis and evidence-based recommendations to senior and executive leadership regarding customer, brand, marketing and ridership performance.

BRAND AND MARKETING
Provides enterprise leadership for brand strategy, reputation management and marketing, directing integrated programs, campaigns and investments that strengthen TransLink's brand, support corporate priorities and advance customer and business outcomes.

Leads teams in ensuring brand goals, plans and programs are aligned with corporate priorities and applied consistently across customer touchpoints and channels. Directs creative teams, projects and processes to develop concepts and materials that advance TransLink's brand and reputation.

Leads the development and delivery of integrated enterprise marketing and advertising programs, initiatives, campaigns, products and services to engage customers, ensuring alignment to customer-facing strategy.

CUSTOMER EXPERIENCE
Provides enterprise leadership for customer experience using innovation, service design and strategic investment to advance customer-centricity and support alignment of CX priorities, standards and outcomes across TransLink and its operating companies.

Leads the development and implementation of the Customer Experience (CX) Action Plan and serves as steward of the enterprise customer voice, overseeing customer performance measures, customer experience frameworks and the Voice of Customer program to inform strategic planning, investment decisions and continuous improvement.

Oversees wayfinding, public art and digital services, driving continuous improvement of customer journeys across physical and digital channels.
Chairs the Enterprise Customer Experience Oversight Committee and reports to the TransLink Today Committee on customer experience priorities, performance and outcomes.

Provides leadership and sponsorship for customer-facing programs and initiatives arising from the Enterprise Customer Experience Action Plan,

MARKET AND RIDERSHIP DEVELOPMENT
Directs transportation demand management and market development initiatives, leveraging customer research, behavioural science, market intelligence and enterprise customer insights to identify opportunities, maximize business outcomes and drive sustainable ridership growth.    

Identifies and advances market and ridership development opportunities by cultivating strategic relationships and partnerships with internal and external stakeholders to support customer and business objectives.
Builds relationships with transportation providers, government partners, municipalities, employers and developers to improve customer outcomes, advance regional transportation objectives and support Transit Friendly Employer and Developer programs.

FINANCIAL, CONTRACT AND PEOPLE LEADERSHIP
Accountable for departmental operating and program budgets, and oversees financial planning for assigned capital initiatives, ensuring effective management of resources and alignment with business priorities.

Negotiates and oversees significant service, vendor, supplier and agency agreements and contracts within areas of accountability, involving substantial financial commitments.

Leads and develops a large, multidisciplinary team through workforce planning, talent development, succession planning, performance management and employee engagement.

Fosters a culture of accountability, collaboration, and continuous improvement while building enterprise capability in customer experience, brand and customer-focused leadership.

Qualifications
EDUCATION AND EXPERIENCE
The requirements for this job are typically acquired through a degree in business, marketing or communications, and nine (9) years of progressively responsible experience in marketing, brand, customer experience, advertising and/or market and ridership development , involving both the public and private sectors.

OTHER REQUIREMENTS
Expert knowledge of the concepts, principles, practices and techniques pertaining to marketing, brand management, market and ridership development, and relationship management, with expertise in promotion, advertising, communications and behavioral insights.

Expert interpersonal and communications skills to provide advice at executive/senior levels across the organization, represent TransLink at public and interest-holder meetings, and to negotiate with external partners, stakeholders and service providers.

Advanced business acumen to develop and implement customer strategy and related standards, policies, programs, initiatives, products and business opportunities across the enterprise.    

Advanced problem solving and decision-making skills to address contentious and/or politically sensitive issues, and ensure collaborative problem solving and issue resolution at the enterprise level.

Advanced analytical skills to direct assessment of a diverse range of business practices as they pertain to the customer.

Advanced leadership, development and team building skills to manage reporting staff in diverse functional areas.

Other Information
Recruitment Process: An applicant will be required to demonstrate their suitability for this position by meeting the minimum level of qualifications and experience in order to be invited into the selection process. A standard interview format will be used including general, scenario and behavioural descriptive interview questions.

Work Schedule
37.5 hours per week.

Work Designation
Hybrid

This position offers the flexibility of working both on-site and remotely within B.C.

Rate of Pay
The salary for this position ranges from $133,680 - $200,520 per annum. Actual salary offered will be based on education, experience, skills, and qualifications as they relate to the role.

We aim to provide competitive pay that reflects your professional background and expertise. We want to ensure our offer will align with your strengths considering experience, skills, and internal equity to offer a fair and equitable salary. The Total Compensation Package, which includes Extended Health, Dental, Transit Pass and enrollment in the Public Service Pension Plan as well as other employment offerings will be discussed in detail as your application progresses.

How to Apply

Please click the 'Apply' button at the top right corner of the page or go to to apply for this position and view instructions on the process.

INSTRUCTIONS: Please save your (1) cover letter, and your (2) resume as one pdf document prior to uploading your application on-line.

Closing Date: October 18, 2026

Please note that only those short listed will be contacted.

Having trouble applying? Please view the System Requirements & FAQ's by going to .

Equal Employment Opportunity

TransLink is committed to employment equity and building a diverse workforce, representative of the customers we serve and the many communities in the Metro Vancouver region. We welcome and encourage Indigenous applicants, people of colour, all genders, 2SLGBTQ+ and persons with disabilities to apply. Learn more about TransLink's commitment to equity, diversity and inclusion.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email us at View email address on civicjobs.ca