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 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 ameans to earn a living. Our culture is one where everyone's voice is heard andvalued. Because that's what it takesto create better health for all. We dare to challenge the status quo. And we'redriven by people who have challenged theirs. We believe that yourworkplace should empower you to be the best version of yourself. That's 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 isn't just about personalachievements, it's about making adifference together.

Here's 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 roles,collaborate, and communicate effectively, and contribute to the success of ourorganization.

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