VP Customer Experience

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a VP Customer Experience based in Canada.

We are seeking a strategic and hands‑on Vice President of Customer Experience to shape and lead a modern, AI‑first customer experience strategy. This executive role will oversee the complete customer journey, combining intelligent automation with human expertise to deliver seamless, high‑quality support. You will lead customer service, journey design, and Voice of Customer capabilities while building scalable teams and operating models.

Working closely with Product, Engineering, and Operations, you will use customer insights to remove friction and improve experiences across every touchpoint. You will own key experience and operational performance metrics, driving measurable improvements in satisfaction, retention, and service efficiency. This is an influential leadership opportunity in a growing health technology environment focused on improving outcomes for practitioners and patients.

• 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.

• 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…