VP Customer Experience

Jobgether; Canada; Hybrid; CAD 180,000 - 260,000; Full time

Benefits offered by this job

Competitive compensation package

Remote & hybrid flexibility across NA

RRSP/401(k) matching

Flexible paid time off

Flexible benefits package

Employee discounts on products

Continuous learning & development

Opportunity to shape CX strategy in a

AI-enabled service transformation

Job summary

Jobgether is seeking a strategic, hands-on Vice President of Customer Experience for Canada. The role leads an AI-first CX strategy and combines automation with human expertise to deliver seamless, high-quality support across the customer journey.

You will oversee customer service, journey design, and VoC capabilities, building scalable teams and operating models. This executive role partners with Product, Engineering, and Operations to drive measurable improvements in satisfaction and retention.

Qualifications

• 10+ years in customer experience or service leadership within high-growth or scaled organizations.
• Proven track record transforming end-to-end customer experiences beyond traditional support.
• Experience implementing AI-driven support and intelligent automation.
• Experience in health technology, SaaS, marketplaces, or multi-sided platforms is preferred.
• Strong ability to translate strategy into scalable operating models and measurable execution.
• Data-driven with customer insights and performance metrics to guide decisions.
• Ability to influence senior leadership and drive cross-functional change.
• Excellent communication and stakeholder management; leadership in growth contexts.
• Genuine interest in improving healthcare experiences for practitioners and patients.

Responsibilities

• Define and evolve the end-to-end customer experience vision across touchpoints.
• Design and scale an AI-first, human-enabled support model balancing automation and personal service.
• Oversee multi-channel support and improve effort, resolution quality, and response times.
• Lead VoC programs (NPS, CSAT, CES) and drive improvements from insights.
• Establish closed-loop feedback and use AI/analytics for root-cause analysis.
• Build and lead high-performing teams in CX, journey design, and insights.
• Develop future leaders and foster a customer-centric culture.
• Partner with Product, Engineering, and Ops to address pain points and influence roadmaps.
• Align digital experiences with human support and improve key KPIs.
• Establish data-driven operating cadence to monitor performance and drive continuous gains.
• Own and improve KPIs including NPS, CSAT, CES, first-contact resolution, time to resolution, cost to serve, scalability.

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a VP Customer Experience based in Canada.

We are seeking a strategic and hands‑on Vice President of Customer Experience to shape and lead a modern, AI‑first customer experience strategy. This executive role will oversee the complete customer journey, combining intelligent automation with human expertise to deliver seamless, high‑quality support. You will lead customer service, journey design, and Voice of Customer capabilities while building scalable teams and operating models. Working closely with Product, Engineering, and Operations, you will use customer insights to remove friction and improve experiences across every touchpoint. You will own key experience and operational performance metrics, driving measurable improvements in satisfaction, retention, and service efficiency. This is an influential leadership opportunity in a growing health technology environment focused on improving outcomes for practitioners and patients.

Accountabilities

• Define and continuously evolve the end‑to‑end customer experience vision, translating business strategy into a differentiated approach across all customer touchpoints.
• Design and scale an AI‑first, human‑enabled customer support model that balances automation, operational efficiency, and personalized service.
• Oversee customer support across voice, chat, email, and asynchronous channels, improving customer effort, resolution quality, and response times.
• Lead Voice of Customer (VoC) and customer insights programs, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) measurement.
• Establish closed‑loop feedback processes and use AI, analytics, and root‑cause analysis to identify recurring issues and drive improvements across the organization.
• Build, develop, and lead high‑performing teams responsible for customer experience and journey design, customer support, and customer insights.
• Develop future leaders and foster a culture of customer‑centricity, accountability, collaboration, and continuous improvement.
• Partner with Product, Engineering, and Operations to address customer pain points at their source and influence roadmap priorities using customer data.
• Ensure consistency and alignment between digital experiences and human support interactions.
• Own and improve key performance indicators, including NPS, CSAT, CES, first‑contact resolution, time to resolution, cost to serve, and support scalability.
• Establish a data‑driven operating cadence to monitor performance, identify opportunities, and deliver continuous improvements.

Requirements

• At least 10 years of experience in customer experience, customer support, or service leadership within high‑growth or scaled organizations.
• Proven experience leading end‑to‑end customer experience transformations, extending beyond traditional customer support operations.
• Demonstrated success implementing or scaling AI‑driven customer support solutions, intelligent automation, and modern service models.
• Experience in health technology, SaaS, marketplaces, or multi‑sided platforms is preferred.
• Strong understanding of customer behavior, journey design, service operations, and customer experience strategy.
• Ability to translate strategic vision into scalable operating models, systems, processes, and measurable execution plans.
• Data‑driven approach, with experience using customer insights and performance metrics to guide decisions and improve outcomes.
• Proven ability to influence senior leadership and drive cross‑functional change across Product, Engineering, and Operations.
• Strong organizational leadership skills, including building teams, developing leaders, and managing through periods of growth and transformation.
• Excellent communication and stakeholder management skills, with the ability to align diverse teams around shared objectives.
• High ownership, accountability, adaptability, and comfort operating in ambiguous and evolving environments.
• Genuine interest in improving healthcare experiences and delivering better outcomes for practitioners and patients.

Benefits

• Competitive compensation package; specific salary range is not disclosed.
• Remote and hybrid work flexibility, with listed work locations across Canada and the United States.
• RRSP matching for Canadian employees or 401(k) matching for U.S. employees.
• Flexible paid time off.
• Flexible benefits package and additional employee perks.
• Employee discounts on products for family and friends.
• Continuous learning opportunities, including a dedicated training budget and company‑wide development initiatives.
• Opportunity to shape customer experience strategy and AI‑enabled service transformation within a growing health technology organization.

We appreciate your interest and wish you the best!