VP Customer Experience
Company shown to members 🔒 · Remote · Canada only
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First recorded by Psst: 9 November 2026. The company's name and the apply link are for Psst members, from $4.99 for 7 days.
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The 20-second read
- Experience
- 10+ years required
- Where you can live
- Canada only
- Skills and tools
- retention, saas, compliance, csat, nps, async
- Job type
- Full-time
Read from the ad by Psst's rules. Check the full ad below before applying.
Job details
- Where you can work
- Canada
- Employment type
- Full-time
- Advertised pay
- Not stated by the employer
- Experience
- 10+ years required
- Employer publication date
- 19 October 2026
- First recorded by Psst
- 9 November 2026
- Last checked at the source
- 10 November 2026
About the job
About the company
We’re an industry-leading health technology company on a mission to help people get better. We started in 2011 with one simple idea. Make it easier for practitioners to access the products they trust so they can deliver better care.
That simple idea grew into a platform that powers every part of care. Today, more than 125,000 practitioners use the company for clinical insights, lab interpretations, patient analytics, education, and access to high-quality supplements. Over 10 million patients rely on the company to stay connected to their care plans and follow through on treatment.
We build tools that make care smarter and more human. Tools that save time, simplify decisions, and help practitioners stay closely connected to the people they care for. When everything they need is in one place, they can focus on what matters most: helping people get better.
This is your invitation.
Bring your ideas, your grit, and your care for people.
Join us and shape the future of care.
ABOUT THE ROLE
We are seeking a Vice President, Customer Experience to define and lead the next generation of how customers experience our company across every touchpoint.
This role is responsible for designing and scaling a modern, AI-first customer experience that blends human expertise with intelligent automation to deliver exceptional outcomes for both practitioners and patients.
You will own the end-to-end customer support journey and build the systems, teams, and capabilities required to deliver a consistently high-quality, low-effort physical and support experience at scale.
This is a highly strategic and operational leadership role, reporting to the Chief Customer Officer, with significant influence across Product, Operations, and Technology.
What You'll Own
- End-to-End Customer Experience Strategy
•
Define and evolve the holistic customer experience vision across all touchpoints
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Translate company strategy into a clear, differentiated CX approach
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Design experiences that reduce friction, increase trust, and drive long-term retention
- Customer Service Experience (AI + Human)
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Lead the design of an AI-first, human-enabled support model
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Own all customer support channels (voice, chat, email, async)
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Drive improvements in customer effort (CES), resolution quality, and speed
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Build a scalable service model that balances efficiency with high-touch care
- Voice of Customer (VoC) & Insights
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Own NPS, CSAT, and customer effort measurement systems
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Establish a closed-loop feedback system that drives action across the organization
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Leverage AI and analytics to identify root causes and systemic issues
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Ensure customer insights directly inform product, operations, and strategy
- Organizational Design & Leadership
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Build and lead a high-performing team across
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Customer Experience & Journey Design
•
Customer Service / Support
•
VoC & Customer Insights
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Develop leaders who can operate at scale in a fast-growing environment
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Foster a culture of customer-centricity, accountability, and continuous improvement
- Cross-Functional Influence
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Partner closely with Product, Engineering, and Operations to eliminate customer pain points at the source
•
Influence roadmap prioritization using customer data and insights
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Ensure alignment between digital experience and human support
- Metrics & Performance
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Own and improve key experience metrics
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NPS, CSAT, Customer Effort Score (CES)
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First contact resolution, time to resolution
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Cost to serve and support scalability
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Establish a data-driven operating cadence to track and improve performance
What You'll Bring
Experience
•
10+ years in customer experience, support, or service leadership in high-growth or scaled environments
•
Proven experience leading end-to-end CX transformation , not just support operations
•
Experience implementing or scaling AI-driven customer support and automation
•
Background in health tech, SaaS, marketplace, or multi-sided platforms preferred
Capabilities
•
Strategic thinker who can translate vision into execution at scale
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Strong operator with experience building systems, teams, and processes
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Deep understanding of customer behavior, journey design, and service models
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Data-driven mindset with experience using metrics to drive decisions
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Ability to influence across senior leadership and drive cross-functional change
Leadership Profile
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Builder mentality who thrives in ambiguity and transformation
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High ownership and accountability
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Strong communicator, able to align diverse stakeholders
•
Passion for improving customer outcomes in healthcare
Why You'll Love the company
- Competitive compensation package
- RRSP matching (CAD) // 401K matching (US)
- Flexible PTO
- Flexible benefits package and additional perks
- Employee discount on the company catalog of products for family & friends
- Continuous learning — training budget + company-wide initiatives.
- Work Where You Work Well — hybrid and remote flexibility.
Why the company
Great work happens when people feel supported, trusted, and inspired. At the company, we stay curious and keep finding smarter ways to make care better. We grow together, take on new challenges, and focus on impact. We put people first, work as a team, and leave egos at the door.
What to Know Before You Apply
We’re grateful for the interest in joining the company. To make sure your application reaches our hiring team, please apply directly through our careers page.
A quick note: Due to the high volume of applications, we’re not able to respond to phone or email inquiries about application status. If there’s a match, our team will reach out directly.
The company is an equal opportunity employer committed to creating an inclusive workplace. Accommodations are available upon request at [link for members]
All offers are contingent on successful background checks conducted in compliance with federal, state, and provincial laws.
We use AI tools to support parts of the hiring process, including screening and reviewing responses. Final hiring decisions are always made by people and follow all applicable privacy and employment laws in Canada and the U.S.
Learn More
[link for members]
@the companyHQ on instagram
Let’s make healthcare whole
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