DIRECTOR, CUSTOMER EXPERIENCE - HYBRID

WHO WE ARE

When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughter’s prescription. He knew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and GreenShield was born as a non-profit with a mission to support better health for all Canadians.

We aren’t just a health and benefits company. We’re the only non-profit social enterprise that brings worlds of coverage and care together, all in one place.

We’re noble challengers, purposefully building a better way and we need the best people to help us create a more holistic approach that takes care of the mind and body.

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

THE ROLE 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 GreenShield’s 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 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 clear, accessible, and connected.
• 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 WE'RE 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.
• Bachelor’s 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 a means to earn a living. Our culture is one where everyone's voice is heard and valued. Because that’s what it takes to create better health for all. We dare to challenge the status quo. And we’re driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. That’s why we provide a place 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 are critical to our overall success. Inclusivity makes us a stronger, smarter and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isn’t just about personal achievements, it's about making a difference together.

Here’s to Better Health for All!

A FEW MORE DETAILS

Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language. By requiring English proficiency for this position, we aim to ensure that our employees can excel in their roles, collaborate, and communicate effectively, and contribute to the success of our organization.

GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through [email protected]. Information received relating to accommodation will be addressed confidentially.

Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate 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.