Lead, manage and mentor multidisciplinary teams in Customer Centric Channel Delivery while providing support to the Executive Director and Assistant Director in planning out branch objectives, delivery and implementation of programs and initiatives. The Digital Product Manager will be owners in driving the Digital Strategy by leading and consulting with business partners on the design and delivery of digital by default initiatives that results in improved Customer Experience.
The Digital Product Manager will lead and coordinate between business, design, and technology and be the decision-maker for the delivery and continuous improvement of digital products by providing direction to multidisciplinary delivery teams. This role will create a vision and strategy for products based on an understanding of customer needs and be responsible for building the right things in the right order by developing and prioritizing product roadmaps and backlogs.
The Digital Product Manager will also provide expertise and guidance to WSIB business areas in subject matters related to Digital Government strategies, initiatives, practices and guidelines. The Digital Product Manager will ensure that WSIB digital strategies, products and experiences align with Digital Government directions to facilitate consistent experiences for Ontarians who access public services.
Key Accountabilities And Responsibilities
Digital Product Delivery
Lead, manage and mentor multidisciplinary teams to create and deliver digital products and iteratively improve them through several delivery cycles. This will include defining, explaining, and iterating a product vision and strategy that is compelling for WSIB customers, the digital delivery team, and stakeholders. Product quality will be managed in partnership with IT and business, with this role being the decision-maker on ensuring customer engagement and usability testing validating solutions are customer centric.
Create a vision and strategy for products based on an understanding of customer needs and be responsible for presenting to executive levels in order to receive support.
Collaborate with key stakeholders (customers, IT, business partners) to gather and prioritize requirements. This includes setting measurable goals for the product and report against these to demonstrate progress against stated benefits.
Develop an expert understanding of customer needs and champion these in the delivery of digital products by engaging with senior leadership, customers, project teams, and stakeholders through a range of channels to encourage take-up and use of the product.
Develop and prioritize a product backlog, creating comprehensive user stories and making decisions based on data with go to market strategies for the promotion and customer adoption rates of digital products.
Strategy and Execution
Provide expertise and guidance to WSIB in subject matters related to Digital Government strategies, initiatives, practices and guidelines. Ensure that WSIB digital strategies, products and experiences align with Digital Government directions to facilitate consistent experiences for Ontarians who access public services.
Identify and establish scope and parameters of business analysis in order to define outcome criteria and measure-taking actions through:
Facilitating and leading in-depth workshops to elicit review and confirm business requirements, business process re-engineering, data and workflows, business models, business rules and user interface design.
Conducting impact analyses and assessments including AS-IS and TO-BE analysis
Support business through business testing. Coordinate the testing activities for Channels including creation of testing scenarios, test cases, test plan and test execution.
Plan, manage and control the day-to-day work of the team which includes: annual planning of team projects and priorities, ensuring section is adequately staffed, identifying resource requirements, conducting the hiring process, identifying and influencing organization changes to Senior Leadership, developing and implementing work processes, allocating work, establishing and monitoring performance objectives, conducting performance reviews and providing guidance and expertise to staff.
Research & Benchmarking Analytics
Research external trends and links to external practices (i.e.: Institute for Citizen Centered Services, Canadian Federation of Small Businesses), recommend industry best practices and methods, and contribute to and attend forums to maintain and promote the professional practice and methodology to all those interested in business consulting.
Develop and lead customer research using leading methodologies such as Ethnographic Research, Empathy Mapping, Customer Journey Mapping, Usability Testing, A/B Testing, and Design Thinking to learn about and improve the digital customer experience.
Post-Secondary Degree (Arts, Business)
5 years related experience:
Experience of product and staff management with a passion for shipping and evolving great digital products by leading multi-disciplinary teams
Excellent project delivery skills, with proven accomplishments leading cross-functional projects
Experience of creating, maintaining and prioritizing product backlogs to direct the work of a delivery team
Experience of engaging with customers and turning customer insight into product improvements
Familiarity with setting, monitoring and reporting measurable product performance targets
Familiarity with a range of agile delivery techniques and tools
Technical or Professional Qualifications or Certifications/Designations:
Project management designation such as Project Management Professional (PMP)(asset)
Customer Experience/Digital Experience related training/certification