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Ottawa, Ontario, Canada
Hybrid
We are seeking a Vice President, Customer Experience to define and lead the next generation of how customers experience our company across every touchpoint.
This role is responsible for designing and scaling a modern, AI-first customer experience that blends human expertise with intelligent automation to deliver exceptional outcomes for both practitioners and patients.
You will own the end-to-end customer support journey and build the systems, teams, and capabilities required to deliver a consistently high-quality, low-effort physical and support experience at scale.
This is a highly strategic and operational leadership role, reporting to the Chief Customer Officer, with significant influence across Product, Operations, and Technology.
Define and evolve the holistic customer experience vision across all touchpoints
Translate company strategy into a clear, differentiated CX approach
Design experiences that reduce friction, increase trust, and drive long-term retention
Lead the design of an AI-first, human-enabled support model
Own all customer support channels (voice, chat, email, async)
Drive improvements in customer effort (CES), resolution quality, and speed
Build a scalable service model that balances efficiency with high-touch care
Own NPS, CSAT, and customer effort measurement systems
Establish a closed-loop feedback system that drives action across the organization
Leverage AI and analytics to identify root causes and systemic issues
Ensure customer insights directly inform product, operations, and strategy
Build and lead a high-performing team across:
Customer Experience & Journey Design
Customer Service / Support
VoC & Customer Insights
Develop leaders who can operate at scale in a fast-growing environment
Foster a culture of customer-centricity, accountability, and continuous improvement
Partner closely with Product, Engineering, and Operations to eliminate customer pain points at the source
Influence roadmap prioritization using customer data and insights
Ensure alignment between digital experience and human support
Own and improve key experience metrics:
NPS, CSAT, Customer Effort Score (CES)
First contact resolution, time to resolution
Cost to serve and support scalability
Establish a data-driven operating cadence to track and improve performance
10+ years in customer experience, support, or service leadership in high-growth or scaled environments
Proven experience leading end-to-end CX transformation, not just support operations
Experience implementing or scaling AI-driven customer support and automation
Background in health tech, SaaS, marketplace, or multi-sided platforms preferred
Strategic thinker who can translate vision into execution at scale
Strong operator with experience building systems, teams, and processes
Deep understanding of customer behavior, journey design, and service models
Data-driven mindset with experience using metrics to drive decisions
Ability to influence across senior leadership and drive cross-functional change
Builder mentality who thrives in ambiguity and transformation
High ownership and accountability
Strong communicator, able to align diverse stakeholders
Passion for improving customer outcomes in healthcare
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