DIRECTOR, CUSTOMER EXPERIENCE - HYBRID

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 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.