Manager, Member Journey Orchestration & Relations Strategy

The opportunity

The Manager, Member Journey Orchestration & Relations Strategy leads the design, governance and continuous improvement of how member experiences are sequenced, triggered, routed and coordinated across digital, AI-enabled and human-assisted channels. The role translates member experience strategy into an operationally reliable, scalable and measurable service model that helps members move through journeys with clear direction, appropriate support and minimal repetition or unnecessary handoffs.

Who you'll work with

The Manager works within Member Services and leads member journey orchestration and relations strategy. The role partners regularly with the Member Journey & Relations Design, Member Communications & Relations, Complex Care, Product, Technology and service operations teams to translate experience intent into effective day-to-day service delivery. The Manager also works with cross-functional stakeholders to align route-to-best-channel approaches, communication triggers, channel sequencing, human and AI transitions, handoffs and escalation paths.

What you'll do

Member Journey Orchestration Strategy & Governance

- Develop and maintain the member journey orchestration and relations strategy for priority member journeys.

- Establish standards for routing and channel selection, channel sequencing, communication and service triggers, digital, AI and human-care transitions, cross-channel handoffs and escalation to specialized or complex care.

- Establish journey governance, decision rights, operating principles and performance expectations across participating teams.

- Develop orchestration playbooks, standards, templates, decision frameworks and governance artifacts.

- Ensure member segment needs and relationship considerations are reflected in orchestration strategies.

Service Model & Experience Design

- Translate member experience strategy and journey designs into requirements for digital platforms, CRM, email, virtual assistants, IVR and assisted-service processes.

- Lead cross-functional design of future-state service flows that connect front-stage member interactions with backstage people, processes, systems and data.

- Partner with Member Communications & Relations and Member Journey & Relations Design to align communication triggers, channel use, engagement approaches and journey blueprints with implementable service flows.

Performance & Continuous Improvement

Define experience and business outcomes for priority journeys, including member confidence, trust, completion, assisted-service demand and cost-to-serve indicators.

- Monitor journey and channel performance and sponsor corrective action where experience outcomes are not being achieved.

- Identify avoidable demand, duplicated effort, failed handoffs, member repetition and other cross-channel friction.

- Subject Matter Expertise & Organizational Enablement

- Lead cross-functional workshops and decision forums involving service, product, technology, communications, operations and Complex Care partners.

- Identify material experience risks, dependencies and decisions requiring Director or executive attention.

- Provide orchestration, service-flow and channel-governance expertise to communications, journey-design and organizational initiatives to improve member outcomes, operational efficiency and experience continuity.
- Leads, coaches and develops employees within the Member Journey Orchestration & Relations Strategy capability.

- Establishes clear priorities, work plans, role expectations and quality standards.

- Allocates work based on organizational priorities, member impact, operational risk and available capacity.

- Builds capability in journey orchestration, systems thinking, service design, analytics, facilitation and AI-enabled experience design.

- Fosters an evidence-based, member-centered and collaborative working environment.

- Supports employee development through regular feedback, coaching, knowledge sharing and stretch opportunities.

- Ensures the team works as an integrated partner with Member Journey & Relations Design and Member Communications & Relations.

- Manages workload and capacity risks, including dependencies on specialized expertise and cross-functional partners.

- Supports change adoption as orchestration practices are introduced across the organization.

What you'll need

- University degree in service design, experience design, business, communications, behavioural science, digital strategy or a related discipline, or an equivalent combination of education and experience.
- Advanced knowledge of journey mapping, service blueprinting, channel strategy, operating-model design and experience governance.

- Strong understanding of digital products, CRM, contact-centre operations, automation, virtual assistants and related service ecosystems.

- Working knowledge of responsible AI, automated decisioning, human oversight, accessibility and privacy considerations in member-facing experiences.
- Significant experience in journey orchestration, service design, customer or member experience, service operations, digital transformation or a related field.

- Demonstrated experience leading multidisciplinary employees and influencing cross-functional teams.

- Demonstrated systems thinking and ability to translate complex experience strategies into practical operating requirements.
- Strong analytical capability, including interpreting journey, channel, feedback and operational-performance information.

- Advanced facilitation, negotiation and stakeholder-management skills.

- Excellent written, verbal and visual communication skills.

- Experience managing organizational change and introducing new standards or ways of working.

What we’re offering

Pay-for-performance with base salary and annual incentive based on individual and enterprise performance.

The Base Salary range for this level is as follows:
$105,000 - $155,000.

Individual compensation and placement of this role in the range is based on different factors unique to each candidate, including but not limited to relevant experience, skills, demonstrated competencies, and internal equity as they relate to the role.

- Numerous opportunities for professional growth and development
- Comprehensive employer paid benefits coverage
- Retirement income through a defined benefit pension plan
- The opportunity to invest back into the fund through our Deferred Incentive Program
- A flexible work environment combining in office collaboration and remote working
- Competitive time off
- Our Flexible Travel Program gives you the option to work abroad in another region/country for up to a month each year
- Employee discount programs including Edvantage and Perkopolis

At Ontario Teachers', diversity is one of our core strengths. We take pride in ensuring that the people we hire and the culture we create, reflect and embrace diversity of thought, background and experience. Through our Diversity, Equity and Inclusion strategy and our Employee Resource Groups (ERGs), we celebrate diversity and foster inclusion through events for colleagues to connect for professional development, networking & mentoring.  We are building an inclusive and equitable workplace where our talent is respected, accepted and empowered to be themselves.  To learn more about our commitment to Diversity, Equity and Inclusion, check out Life at Teachers'.

How to apply

Are you ready to pursue new challenges and take your career to the next level? Apply today! You may be invited to complete a pre-recorded digital interview as part of your application.

Accommodations are available upon request ([email protected]) for candidates with a disability taking part in the recruitment process and once hired.

Candidates must be legally entitled to work in the country where this role is located.

Ontario Teachers’ may use AI-based tools to assist in screening and assessing applicants for this position. These tools may help us identify candidates whose skills and experience align with Ontario Teachers’ objectives by analyzing information provided in resumes and applications. Our use of AI does not replace human decision-making.

To learn more about how Teachers’ uses AI with your personal information, please visit our Privacy Centre.

Functional Areas:
Member Services

Vacancy:

Current

Requisition ID:
7317
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