Senior Director, Pharmacy Experience & AI Transformation

Loblaw Companies Limited; Toronto; On-site; CAD 145,000 - 195,000; Full time

Benefits offered by this job

Discount program

Competitive pay

Online learning through Academy

Job summary

Shoppers Drug Mart, a national retail health and wellness leader, seeks a Senior Director to own the Pharmacy Experience and Transformation agenda. You will drive AI, automation and technology strategies to improve patient access, pharmacy workflows and staff experience, while delivering measurable value across initiatives.

You will lead discovery, business cases and scale offerings from concept through implementation, partnering with Pharmacy Operations, Technology, Digital and Clinical

Qualifications

• Senior leadership experience in strategy, AI, digital transformation, technology, customer experience or large-scale business transformation.
• Demonstrated ability to develop transformation strategies and take complex initiatives from concept and business case through implementation and scale.
• Strong understanding of AI, automation and emerging technologies, and how they can be applied to improve customer or patient experience, frontline workflows and operational efficiency.

Responsibilities

• Define and lead the Pharmacy Experience and Transformation strategy and roadmap, with a strong focus on AI, automation, technology and the evolving needs of patients and pharmacy teams.
• Own the pharmacy AI agenda, identifying and prioritizing opportunities to apply AI and emerging technologies to improve patient experience, pharmacy workflows, team member experience and operational performance.
• Lead a portfolio of key transformation initiatives, including Experience Insights & Analysis, Pharmacy Experience Program (PEP), Rx Delivery, AI Call Agent and Assisted Data Entry.
• Translate strategic opportunities into scalable solutions, leading initiatives from discovery, concept development and business case through implementation, adoption and value realization.
• Champion a patient- and team-centred approach to transformation, ensuring new technology and process changes make pharmacy interactions simpler, more seamless and more meaningful.
• Identify opportunities to redesign, simplify and automate pharmacy workflows, reducing administrative burden and enabling pharmacy teams to spend more time supporting patients and delivering care.
• Use patient feedback, pharmacy team insights, operational data, market trends and emerging technology to identify opportunities and shape the future pharmacy experience.
• Partner closely with Pharmacy Operations, Technology, Digital, Clinical Excellence and other teams to align business priorities, technology capabilities and investment against the transformation roadmap.
• Lead experience discovery and analysis to better understand patient and team member pain points, unmet needs and emerging expectations, and translate those insights into actionable transformation priorities.
• Establish clear success measures across patient experience, pharmacy team experience, operational performance and financial value, and monitor outcomes to ensure initiatives are delivering meaningful impact.
• Build alignment across senior stakeholders and cross-functional teams, bringing clarity and structure to complex transformation opportunities and driving decisions required to move initiatives forward.
• Lead and develop a high-performing team with a strong culture of strategic thinking, innovation, experimentation, accountability and execution.

Skills

Senior leadership

AI strategy

Digital transformation

Strategic thinking

Executive communication

Cross-functional leadership

Data-driven decision making

Healthcare/retail domain knowledge

Education

Post-secondary degree in Engineering/Technology/Business/Healthcare

Tools

AI platforms

Automation tools

Job description

Shoppers Drug Mart, a national retail health and wellness leader, seeks a Senior Director to own the Pharmacy Experience and Transformation agenda. You will drive AI, automation and technology strategies to improve patient access, pharmacy workflows and staff experience, while delivering measurable value across initiatives.

You will lead discovery, business cases and scale offerings from concept through implementation, partnering with Pharmacy Operations, Technology, Digital and Clinical