Director of Customer Experience – Medical Technology
Our client, a pioneer in medical devices in Canada is a mission-driven organization focused on leveraging cutting-edge technology to enhance patient outcomes, particularly in the field of cardiac care. We’re seeking a forward-thinking and passionate Director of Customer Experience to help shape and elevate how we engage with healthcare professionals, end users, and patients. This role plays a critical part in delivering top-tier service and satisfaction across our customer base.
As Director of Customer Experience, you’ll be working in a fast-paced, growth-oriented environment where innovation meets purpose. You’ll take ownership of the customer experience strategy for a unique wearable health tech solution, ensuring that our healthcare clients and users receive seamless, supportive, and high-impact service. Collaborating with teams across product development, marketing, sales, and support, you’ll foster a company-wide culture centered on the needs of our customers.
Main Responsibilities:
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Strategic Direction: Build and implement a cohesive customer experience strategy aligned with organizational goals, aimed at improving satisfaction and nurturing long-term relationships in the healthcare space.
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Journey Optimization: Oversee the full customer lifecycle, from initial contact to ongoing support, ensuring a consistent, high-quality experience throughout.
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Cross-Team Integration: Partner closely with internal departments to embed customer insights into business strategies and product enhancements.
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Feedback & Insight Gathering: Set up systems to collect and interpret customer feedback, using insights to inform decisions and identify key areas for enhancement.
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Team Leadership: Manage and mentor a team of professionals across customer service and experience, promoting a high-performance, customer-first environment.
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Customer Advocacy: Represent the customer’s perspective in leadership discussions and planning sessions to ensure their needs and concerns are prioritized.
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Training & Enablement: Create and implement training initiatives focused on customer engagement, support excellence, and product knowledge, tailored to the healthcare technology field.
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Process Innovation: Review and refine internal processes to improve efficiency and reduce barriers to excellent service delivery.
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Compliance Oversight: Ensure all activities meet industry standards, including regulatory and data privacy requirements specific to medical devices and digital health.
Preferred Qualifications:
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Bachelor's degree in Business, Health Sciences, or a related field (MBA or advanced degree is an asset).
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Minimum 7 years of experience in customer experience, customer success, or support roles within the healthcare, medical device, or life sciences sectors, including at least 3 years in a leadership role.
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Strong background in leading service and support teams, improving satisfaction metrics, and addressing complex user needs.
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Proficient in using customer metrics tools (NPS, CSAT, CES) to guide strategy and performance.
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Familiarity with cardiac screening technologies or medical-grade wearable devices is a plus.
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Outstanding communication and collaboration skills, with the ability to influence across all levels of the organization.
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Proven problem-solver who can proactively address customer issues and improve service delivery.
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Highly organized, results-driven, and comfortable operating in a regulated, fast-evolving environment.
Core Competencies:
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Deep customer focus
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Strategic planning and vision
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Leadership and talent development
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Analytical and data-informed thinking
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Strong problem-solving ability
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Awareness of compliance and healthcare regulations
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Excellent communication and interpersonal skills