Director, Enterprise Customer Experience (Hybrid)

This hybrid position is available in the following GS office locations: Toronto ON, Windsor, ON, Montreal, QC and Quebec City, QC.

GreenShield (GS) is revolutionizing the healthcare industry as part of our mission to ensure better health for all!

In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to ensure she could afford a prescription for her sick daughter. He knew there had to be a better way! He introduced North America’s first prepaid drug plan, and Green Shield was born as a not-for-profit health benefits provider that re-invested its earnings to support better health for all Canadians.

Today, we follow in the footsteps of our founder as we continue our pursuit of a better way. No longer just a traditional health and dental benefits provider, Green Shield is now the first integrated health services organization in Canada that is both a payer (offering insurance, administering benefits, and paying claims) and a provider (offering medical, mental health, and pharmacy services).

This means we can uniquely offer:

• Direct access to real time professional health services
• Convenience to engage our services anywhere, anytime, effortlessly
• Improved health outcomes via preventative care and treatment, and data driven insights
• Integration of our services, creating a seamless experience

This evolution also deepens our social mission through both financial support and the direct delivery of services to support local communities and underserved populations across Canada.

THE ROLE IN A NUTSHELL

Reporting to the VP of Digital Strategy & Platforms, the Director, Enterprise Customer Experience will be responsible for overall leadership of total customer experience (online and offline) governance and integration of end-to-end customer experiences. An important responsibility will be collaboratively working with cross-functional stakeholders to map out and get alignment on our target customer journeys (across all personas) and translating these into actionable requirements for a cohesive experience enabled by product, data, digital and CRM solutions. Most importantly, this role will lead the definition and implementation of customer experience metrics across our assets for increased customer and employee adoption and engagement.

The ideal candidate will bring a strong record of digital and physical end-to-end (D2C and or B2B) engagement strategies and implementations plus a minimum of 10+ years of progressive Digital/IT/business process engineering leadership with a range of practical experience in digital engagement, CRM, sales, marketing, and service enablement.

The role will have the following important responsibilities:

• Champion of experience-driven testing strategies designed with the end user and target business outcomes & key results in mind.
• Accelerate digital transformation strategy by working closely and collaboratively with key stakeholders to develop the target outcomes (Outcomes & Key Results), actionable roadmaps and partner with implementation teams to ensure the successful delivery of our target enterprise-wide customer experiences.
• Identify prioritization recommendations based on experience-impacting requirements.
• Communicate and present end-to-end customer experiences succinctly to peers and senior management.
• Keep up to-date with the latest digital technology trends, performing POCs in achieving innovative experiences.
• Integrator of our target enterprise-wide customer experiences and brings together cross-functional teams in delivering our target total customer experiences across all personas.

The ideal candidate will bring our vision to life by leading the design and development of the following:

1. Detailed persona (all customer and employee types) journey maps with clear alignment to enterprise capabilities & solution architecture

2. Sales and Support enablement solution (CRM) requirements

3. Performance metrics management of end-to-end experiences

4. Actionable Customer Feedback Loop process and methodology

WHAT WE ARE LOOKING FOR

• Has an aptitude and interest in creating cutting edge experiences that advances digital solutions within the enterprise and that serves internal and external consumers.
• An agent of change, able to negotiate skillfully in demanding situations to reach consensus while respecting relationships.
• Ability to work well with others, a good attitude, and flexibility is a must.
• Understands the impacts of regulations, laws and company policies, standards, and procedures within digital customer and employee engagement.
• Experience in developing business cases, prioritization and presenting them to senior management for approval.
• 10+ years’ experience with large-scale cross-functional digital transformation and CRM implementation with a focus on customer experience & engagement target outcomes.
• Practical Experience in human centered design and customer journey mapping methodologies.
• Excellent presentation, written and verbal communication skills with the ability to present complex information clearly and concisely to all levels of the organization.
• Solid understanding of design and visualization technologies and collaborates with multi-disciplinary teams to lead the creation of best-in-class and cohesive digital/physical experiences.

NICE TO HAVE

• Bilingual - English/French
• Software development experience
• Experience working in the digital health, health tech, or the corporate wellness benefits space
• Bachelor’s degree in STEM, Business, or Marketing

Our purpose is rewarding, but we don’t stop there. Check out these perks:

• Time to recharge: Vacation days, an end of year holiday shutdown, and even your birthday off!
• Extensive health and wellness benefits starting on day 1: We are in the health benefits business, after all!
• A flexible work schedule: The flexibility to work from home 3 days a week.

GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all individuals. Even if your experience doesn’t align perfectly to every requirement in this posting, but you are excited about this opportunity, we invite you to apply.

Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification).

We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodations through [email protected]. Information received relating to accommodation will be addressed confidentially.