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About the Role
The Director, Customer Experience will lead the development and execution of customer experience practices to create simpler, more connected, and meaningful experiences for GreenShield’s customers and stakeholders. This role will strengthen Voice of Customer practices, identify opportunities to improve priority experiences, and lead journey and service design across key customer groups, translating customer needs into practical improvements.
Responsibilities
- Define and evolve CX strategy, standards, and ways of working.
- Build a stronger Voice of Customer and insight-to-action discipline.
- Lead journey and service design across channels, products, and service experiences.
- Build human-centered discovery and design practices.
- Embed customer experience into cross-functional decision-making.
- Establish CX measurement and continuous improvement practices.
- Build CX capability, culture, and adoption.
Requirements
- 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.
- 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.
- Ability to facilitate discovery, design, and alignment workshops with diverse business and delivery teams.
- Proficiency in English is required.
Skills
- Customer Experience
- Voice of Customer
- Service Design
- Digital Product
- Operations Transformation
- Strategy
- Customer Research
- Journey Mapping
- Human-Centered Design
- Insight-to-Action Practices
- Experience Measurement
- CX Metrics
- Dashboards
- Reporting
- Communication
- Facilitation
- Executive Storytelling
- Workshop Facilitation
Location
- Remote
Work Type
- Full-time
Experience Level
- 10+ years
Education Level
- 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.
About the Company
- GreenShield is a non-profit social enterprise that brings coverage and care together.
- Founded in 1957, GreenShield introduced North America’s first prepaid drug plan with a mission to support better health for all Canadians.
- The company aims to create a more holistic approach that takes care of the mind and body.
- GreenShield believes a career should be meaningful and fosters a culture where everyone's voice is heard and valued.
- The company dares to challenge the status quo and empowers employees to be their best selves.
- Inclusivity and diverse backgrounds, perspectives, and experiences are valued to enhance company culture and support communities.
Equal Opportunity
- GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all.
- We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process.
- Information received relating to accommodation will be addressed confidentially.