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Player Experience Manager (FT, Perm) - 2 Positions

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Date: Oct 14, 2021

Location: Vancouver, BC, CA

Company: British Columbia Lottery Corporation

At BCLC, we play fair.  We believe that playing fairly is a serious responsibility and an empowering opportunity. Our commitment to social, economic and environmental responsibility is central to all we do and captured in our slogan “Playing it Right”. From our LEED Metro Vancouver office, to our responsible gambling program, GameSense, we are committed to ensuring that we always consider the impact of our business on the people and communities of BC. At BCLC, we play for BC. We employ—directly and indirectly—almost 26,000 people in gambling operations, related government agencies and charities as well as support services. 

At BCLC, we make it fun to be an adult. For more than 30 years, we’ve entertained customers with a chance to dream and have fun, while delivering revenue to the Government of BC for the benefit of British Columbians. During this time, we've evolved from a lottery corporation to a full-spectrum gambling entertainment company responsible for conducting, managing and operating lottery, casino, community gaming (bingo) and eGaming in BC. We strive to create outstanding gambling experiences and to have our games evolve with the player’s idea of excitement. For us, playing is not all about winning; it’s about entertainment.

 

Job Summary:
The Player Experience (PX) Manager plays a key leadership role in bringing BCLC’s enterprise player strategy to life and supports BCLC’s vision of becoming a player centric organization. 


They have a player centered enterprise mindset when looking at the BCLC player journey and lead the development of strategies and solutions that will help BCLC integrate our players experience across touchpoints (channels and products). While they understand our players’ journey holistically, they will be responsible for owning distinct stages of the journey across the enterprise (Casino. Retail and Online).  


As well as leading the build out of our customer journey strategy, they will act as catalyst for PX and change across BCLC. They foster collaboration by actively sharing insights, concepts, frameworks and best practices around customer experience management to support BCLC’s capability development. 
The role contributes to the Enterprise PX strategy and ensures that the vision and concepts are embedded into initiatives and operations. 


Key Accountabilities: 
•    Leads the development of strategies and roadmaps that improve our players experience across BCLC offerings for the specific stage of the customer journey they own (Awareness, Access, Transact, Play and Continue). Responsible for converting the Player Experience strategy into operational plans for business partners.  
•    Supports the development of a PX capability development framework with P&C and existing functional leaders to support BCLC’s vision of becoming a player centric organization. 
•    Gathers research, insights and data to identify opportunities and pain points for players and share those insights with cross-functional teams to collaborate on the development of business cases and plans to address opportunities and issues.    
•    Completes market research on solutions that could be used to meet player needs.
•    Identifies friction points in policy and or regulation that inhibit our ability to meet players’ needs and prepare proposals for GPEB and other internal teams to move our business forward. 
•    Works with vendors as needed to develop agreements and plans.  
•    Acts as a catalyst for PX and collaboration across the organization by actively sharing ideas and frameworks to educate the organization around PX and best practice by facilitating workshops and creating learning opportunities for employees.
•    Oversees the implementation of the Enterprise Player Experience strategies, leading and executing prioritization strategies for their specific area of the customer journey and advises 
•    Reinforces key topics, new standards and/or introduces new techniques emerging from the PX Capability area, with a view to promoting the quality of products and deliverables on an ongoing basis.
•    Leads the development of KPI development, measurement and presentation across the specific area of the customer journey.
•    Develops, maintains and manages high profile partnerships and/or collaborative working relationships with a wide variety of internal stakeholders, including leaders. Acts as a subject matter expert (SME) to the business, advising on PX best practices, solutions, providing recommendations on Enterprise PX initiatives.
•    Facilitates workshops and meetings with clients from each assigned business area to gain a deep understanding of clients’ existing business needs (including research), document high-level business requirements; and proactively anticipate future needs. 


Minimum Required Qualifications:
Education and Experience

•    A Bachelor’s degree in a business discipline; 
•    Masters’ degree in related discipline is preferred;
•    5-7 years of related experience in customer experience t management, product management, leadership, change management design thinking, and customer understanding;
•    An equivalent combination of education and/or experience may be considered.

 

Technical Requirements:
•    Solid business acumen that includes literacy in areas of customer strategy, development, customer experience management, product management, finance, research, and operations.
•    Experience launching products and or services into the market for customers. 
•    Solid knowledge of BCLC business portfolio as well as knowledge of stakeholders within BCLC is an asset
•    Strong communication skills and the ability to explain complex information in an effective manner. Demonstrates strong presentation and data visualization skills;
•    Strong technical acumen and the ability to translate business needs to technical teams.
•    Certifications in customer experience management, product management and or design thinking an asset.  
•    Excellent interpersonal skills;
•    Demonstrated ability to build strong and trusting relationships with peers and internal clients, including leaders;
•    Excellent organizational and planning skills and experience executing projects is an asset. 
•    Ability to work independently and within a team environment;
•    Ability to act on own initiative, exercise sound judgment and prioritize tasks with the experience and confidence to know when to ask for support;
•    Ability to work with a high degree of accuracy and attention to detail.
 

 

Please Note: This opportunity will remain open until a qualified candidate pool has been established.

Please Note: Candidates must be legally entitled to work in Canada and be 19 years of age to work at BCLC.


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