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.