VP Customer Experience

Accountabilities

• Define and continuously evolve the end-to-end customer experience vision, translating business strategy into a differentiated approach across all customer touchpoints.

• Design and scale an AI-first, human-enabled customer support model that balances automation, operational efficiency, and personalized service.

• Oversee customer support across voice, chat, email, and asynchronous channels, improving customer effort, resolution quality, and response times.

• Lead Voice of Customer (VoC) and customer insights programs, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) measurement.

• Establish closed-loop feedback processes and use AI, analytics, and root-cause analysis to identify recurring issues and drive improvements across the organization.

• Build, develop, and lead high-performing teams responsible for customer experience and journey design, customer support, and customer insights.

• Develop future leaders and foster a culture of customer-centricity, accountability, collaboration, and continuous improvement.

• Partner with Product, Engineering, and Operations to address customer pain points at their source and influence roadmap priorities using customer data.

• Ensure consistency and alignment between digital experiences and human support interactions.

• Own and improve key performance indicators, including NPS, CSAT, CES, first-contact resolution, time to resolution, cost to serve, and support scalability.

• Establish a data-driven operating cadence to monitor performance, identify opportunities, and deliver continuous improvements.

Requirements:

• At least 10 years of experience in customer experience, customer support, or service leadership within high-growth or scaled organizations.

• Proven experience leading end-to-end customer experience transformations, extending beyond traditional customer support operations.

• Demonstrated success implementing or scaling AI-driven customer support solutions, intelligent automation, and modern service models.

• Experience in health technology, SaaS, marketplaces, or multi-sided platforms is preferred.

• Strong understanding of customer behavior, journey design, service operations, and customer experience strategy.

• Ability to translate strategic vision into scalable operating models, systems, processes, and measurable execution plans.

• Data-driven approach, with experience using customer insights and performance metrics to guide decisions and improve outcomes.

• Proven ability to influence senior leadership and drive cross-functional change across Product, Engineering, and Operations.

• Strong organizational leadership skills, including building teams, developing leaders, and managing through periods of growth and transformation.

• Excellent communication and stakeholder management skills, with the ability to align diverse teams around shared objectives.

• High ownership, accountability, adaptability, and comfort operating in ambiguous and evolving environments.

• Genuine interest in improving healthcare experiences and delivering better outcomes for practitioners and patients.

Benefits:

• Competitive compensation package; specific salary range is not disclosed.

• Remote and hybrid work flexibility, with listed work locations across Canada and the United States.

• RRSP matching for Canadian employees or 401(k) matching for U.S. employees.

• Flexible paid time off.

• Flexible benefits package and additional employee perks.

• Employee discounts on products for family and friends.

• Continuous learning opportunities, including a dedicated training budget and company-wide development initiatives.

• Opportunity to shape customer experience strategy and AI-enabled service transformation within a growing health technology organization.