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Contact Centre Transformation Business Lead- Burnaby/Surrey, BC

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Date: Jan 6, 2022

Location: Surrey, BC, CA

Company: LifeLabs

LifeLabs is the largest community diagnostics laboratory in Canada, serving the healthcare needs of Canadians for over 50 years. Our team members are truly centred around our customers, and we know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us.

At LifeLabs, the passion and commitment of over 6,000 diverse and innovative team members unites and motivates us to ensure our customers receive high quality tests and results that they can trust.  Agile, customer-centred, caring and teamwork: we live these values every day in what we do to support our customers and healthcare providers, driving forward our vision of empowering a healthier you.

Make a difference – join the LifeLabs team today!

Are you looking to help transform the customer experience in Healthcare? WE are looking for an experience leader who wants to support the technology transformation supporting outstanding customer service.  LifeLabs is looking to drive the modernization of the Contact Centre using digital technology. 


This is a critical role that will lead, shape and drive delivery of our technology change activity across our Contact Centre as we start our transition from existing systems to new technology, ensuring that we create an industry-leading omnichannel customer experience for our customers.


You will work closely with Operations, Internal Business Partners, Information Technology and technology Vendors as part of the program of change to support our customer experience. This will allow you to help improve the customer experience, change the way our Contact Centre colleagues work, from the initial development and design of the technology solutions through to business readiness and transition and implementation.

Your Role

The role holder as Contact Centre Transformation Business Lead will be to successfully deliver technology and process change into the Contact Centre team and support the team to drive and manage all change activity across the Contact Centre function for both customer & team members ensuring the transition is delivered successfully with minimal business impact.

  • Leads a cross-functional team to plan and deliver all change activity as part of the Contact Centre transformation as we transition to new technology, processes and capabilities
  • Liaising with key stakeholders internally and externally often across multiple teams and business areas
  • Working in an agile and strategic way, as part of a small team, supporting the successful delivery of program activity
  • Challenging the existing end to end journey as well as pro-actively managing project risks and issues (along with the project manager), managing all change activity and ensuring communication is effectively and concise to update on progress and timelines.
  • Providing best practice guidance on design of customer experiences as it relates to contact centres
    • Transforming Operating models to better align to customers and improve ways of working
    • Improve the visibility and knowledge about customers through advanced analytics

About You

  • Previous established and proven experience in technology Business Change within Business Services/Contact Centre environment
  • Good working knowledge of modern (digital) Contact Centre environments
  • Experience in project management and leading change initiatives
  • Ability to manage technology changes, as well as ability to manage and prioritize simultaneously and meet demanding timelines in a fast-paced environment
  • Ability to challenge, think creatively and explore new ways of working
  • Cross-functional collaborative working style
  • You will be a key member of the Customer team where improving Customer Experience will be at the heart of what you do.
  • You will collaborate and contribute to the ECS Customer Experience Product Roadmap working with external and internal stakeholders.
  • Experience with CRM platforms
  • A people centric mindset, with a passion for designing and delivering compelling experiences for customers and employees

At LifeLabs, we strive to create an inclusive and equitable workplace where our team members and the communities we serve feel accepted, valued, and respected.

In accordance with LifeLabs’ Accessibility Policy, the Accessibility for Ontarians with Disabilities Act, and the Ontario Human Rights Code, accommodations are available by request for candidates taking part in all aspects of the recruitment and selection process. For a confidential inquiry or to request an accommodation, please contact your recruiter or email careers@lifelabs.com.

LifeLabs is committed to providing a safe environment for our employees, customers, and the communities we serve. We have been a leader throughout the COVID-19 pandemic regarding health and safety measures and have always put our employees and customers at the center of every decision that we make. As an organization in the health care sector, we believe the COVID vaccination adds a layer of protection that complements the extensive and necessary health and safety protocols that we have taken to date. With this in mind, we currently require all LifeLabs employees, contractors, students and volunteers to be fully vaccinated.

LifeLabs operates under a distributed workforce model, where employee flexibility is a key priority. Further information will be provided during the interview process on what this means for employees.

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