Director, Customer Experience Hybrid

WHO WE ARE
When it comes to health were always looking for waysto push for better. Its why we were founded in the first 1957 ourfounder pharmacist William Wilkinson witnessed a mother sacrifice her healthby forgoing her own medicine to pay for her sick daughters prescription. Heknew there had to be a better way. So he introduced North Americas firstprepaid drug plan and GreenShield was born as a non-profit with a missionto support better health for all Canadians.

We arent just a health and benefits company. Werethe only non-profit social enterprise that brings worlds of coverage andcare together all in one place.
Were noble challengers purposefully building a betterway and we need the best people to help us create a more holistic approach thattakes care of the mind and body.

Our mission is to create better health for allCanadians and we know that starts with our employees.

THEROLE IN A NUTSHELL

The Director Customer Experience will lead the development and execution of customer experience practices that help create simpler more connected and more meaningful experiences for GreenShields customers and stakeholders. The role will strengthen Voice of Customer practices identify opportunities to improve priority experiences and lead journey and service design across key customer groups. This role reports to Senior Vice President Product Experience & Health Outcomes.
This leader will work across teams to bring customer insight into planning prioritization design and delivery. The role will help translate customer needs and feedback into practical improvements that enhance satisfaction engagement trust and overall experience quality.

Key Responsibilities

• Define and evolve CX strategy standards and ways of working
  Set the customer experience direction principles and practical ways of working that help teams design and deliver more consistent connected and customer-focused experiences.
• Build a stronger Voice of Customer and insight-to-action discipline
  Use customer research feedback and performance insights to identify pain points unmet needs and opportunities to improve the customer experience.
• Lead journey and service design
  Lead the mapping design and improvement of important customer journeys across channels products and service experiences. Help teams understand customer needs reduce friction and create experiences that are simple and integrated to drive outcomes.
• Build human-centered discovery and design practices
  Introduce practical methods to understand customer needs test ideas clarify desired outcomes and support better experience decisions before solutions are developed.
• Embed customer experience into cross-functional decision-making
  Partner with teams across the organization to ensure customer needs experience impacts and improvement opportunities are considered in planning prioritization and delivery.
• Establish CX measurement and continuous improvement practices
  Define a practical approach to measuring experience quality tracking progress and identifying opportunities to improve key customer journeys. Use insights to help teams focus on changes that create meaningful customer and business impact.
• Build CX capability culture and adoption
  Coach and support teams in applying customer-centric practices journey thinking design thinking service design research facilitation and continuous improvement in their day-to-day work.

WHO WERE LOOKING FOR

• 10 years of progressive experience in Customer Experience Voice of Customer service design digital product operations transformation strategy or a related field. Proven experience leading customer experience journey design Voice of Customer or transformation initiatives in a complex cross-functional environment.
• Strong understanding of customer research journey mapping service design human-centered design Voice of Customer insight-to-action practices and experience measurement.
• Experience defining CX metrics dashboards or reporting approaches that help teams understand and improve customer experience.
• Experience improving complex customer journeys across digital service and operational touchpoints.
• Ability to influence senior stakeholders and drive alignment across cross-functional teams.
• Strong communication facilitation and executive storytelling skills with the ability to translate customer pain points into strategic priorities and actionable recommendations.
• Ability to facilitate discovery design and alignment workshops with diverse business and delivery teams.
• Experience in health benefits insurance financial services digital platforms or regulated service environments is an asset.
• Bachelors degree in business design behavioural science technology healthcare or a related field. Advanced degree or CX service design human-centered design or product certification is an asset.

THE CULTURE
We believe a career should be meaningful. Not just ameans to earn a living. Our culture is one where everyones voice is heard andvalued. Because thats what it takesto create better health for all. We dare to challenge the status quo. And weredriven by people who have challenged theirs. We believe that yourworkplace should empower you to be the best version of yourself. Thats why we provide aplace where you can be inspired challenged and rewarded.

Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.

We believe our people arecritical to our overall success. Inclusivity makes us a stronger smarter andmore informed organization. Being intentionally inclusive of diversebackgrounds perspectives and experiences will enhance our company culture topositively impact how we support our communities. A career at GreenShield isnt just about personalachievements its about making adifference together.

Heres to Better Health for All!

AFEW MORE DETAILS
Proficiency in English is requiredfor this position. As part of this role you will be required to communicatewith colleagues or customers who use English as their primary language. By requiring English proficiency for thisposition we aim to ensure that our employees can excel in their rolescollaborate and communicate effectively and contribute to the success of ourorganization.

GS supports diversity equity andinclusion in our teams and communities and we value the unique contributionsmade by all. Even if your experience doesnt align perfectly to everyrequirement we invite you to apply. We encourage applications fromall candidates and will accommodate needs under human rights legislationthroughout all stages of the recruitment and selection process. Please let usknow of any accommodation through Information received relating toaccommodation will be addressed confidentially.

Providing this information givesGS consent to use your personal information to assess your suitability forspecific positions future opportunities or for your personnel file. Yourrésumé will be held in strict confidence and will be viewed only by theOrganization. Information may be stored outside of Canada and could be used foraggregate statistical purposes (which uses no personal identification).

AI Usage - GreenShield leverages AI to help produce Job Descriptions and ideate on interview questions. We also leverage AI for interview transcription support.

Required Experience:

Director