Lead, Customer Experience

4 weeks ago

Ontario, Canada Ontario Health Full time

At Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together, we will be a leader in health and wellness for all. Our mission is to connect the health system to drive improved and equitable health outcomes, experiences and value. How we work together is reflected through our five values: integrity, inspiration, tenacity, humility and care.

What Ontario Health offers:
Achieving your career goals is a priority to us. Benefits of working at Ontario Health may include the following based on employment type:

- Fully paid medical, dental and vision coverage from your first day
- Health care spending account
- Premium defined benefit pension plan
- 3 personal days and 2 float days annually
- Individual contributors start at 3 weeks’ vacation with 4 weeks at 2 yrs.
- Career development opportunities
- A collaborative values-based team culture
- Wellness programs
- A hybrid working model
- Participation in

Communities of Inclusion

Want to make a difference in your career? Consider this opportunity.

The Lead will support the manager in championing the portfolio's vision to define OH’s Customer Experience Strategy, ensuring a seamless and consistent experience at each touchpoint, creating a better, more connected health care system.

This role will lead a coordinated and collaborative approach to an inclusive and diverse engagement, that asks the right questions at the right time to capture data that informs and supports the development of high-quality health care products, processes, and services to optimize the health and health experiences of the people we serve.

The lead contributes to and promotion of Digital-First Standards, processes and uses toolkits, CX policies, standards and guidelines to enable the design process in the pursuit of building amazing products and experiences aligned to the Ontario Health brand that will mitigate barriers to health care accessibility.

The Lead supports advancing the Customer Experience program by developing new processes and techniques to identify and communicate the impact of customer insights through the use of feedback such as voice of customer and data with product development, user integration design, and customer management teams. This role is a customer-centric relationship builder who will be a key contributor to the influence of product design and delivery roadmaps to enhance the customer experience journey. Assignments may include leading a single large-scale complex project or multiple smaller to medium-scale project initiatives within Customer Experience Division. The Lead may act on the Manager’s or Senior Lead’s behalf in their absence and may be responsible for day-to-day work allocation but is not accountable for the work of the team members.

Here is what you will be doing:
- Leads the creation of customer journey mapping, bringing together multiple data sources and stakeholders to create key current state journeys that identify pain points, gaps, and opportunities for improvement to build on the Customer Experience Strategy.- Present findings and insights to all levels of the organization, building strong, trust-based business relationships with leaders and others throughout the organization and leading efforts to continuously drive change and make recommendations for an integrated user experience across products or services.- Reviews feedback loops during each stage of the customer journey to ascertain customer satisfaction and ability to meet customer needs by creating strategies that enable all digital product and service teams to build and support an improved and consistent experience for customers. Works with product owners to inform their roadmaps with the customer journey at the centre.- Provides expertise in developing and/or executing “big picture” strategic plans.- Leads qualitative and quantitative research that measures the full customer experience journey and reports findings and recommend changes to the Customer Experience framework.- Builds strong relationships with employees and occasionally provides leadership or guidance to others on the team.-
- Creates improvement process opportunities and works with the Manager on executing solutions.- Identifies and manages risks and issues related to operational deliverables and project completion, including the identification of options for resolution and recommended course of action.- Leads initiatives intended to improve and unify customer experience for digital and virtual health products and services that enable the Ontario Health brand and deliver on the mandate to better connect and coordinate the health system in an effort to improve population health and patient outcomes.- Leads the promotion of digital-first standards, processes, and toolkits to enable the design process in the pursuit of building products and experiences aligned to the Ontario Health brand that

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