(Canada) Customer Experience Director

7 months ago

Mississauga, Canada PointClickCare Full time

For more than 20 years, PointClickCare has been the backbone of senior care. We’ve amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform.

With Collective Medical & Audacious Inquiry, we’ve become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient’s journey.

For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.

**Position Summary**:

- As the Customer Experience Director, your main responsibility will be to develop and execute a comprehensive CX strategy that ensures our customers have an exceptional experience with our solutions. You will collaborate closely with cross-functional teams, including sales, product, and support, to drive the success of our CX initiatives.

**Key Responsibilities**:

- Leads the CX Team to develop and implement a holistic CX strategy that aligns with our company's vision and objectives. Leads cross-functional design teams and facilitates group discussions.
- Creates customer journey maps and persona profiles to identify touchpoints for improvement and optimization. Teaches methodology across functional groups to unify efforts and enable understanding of how each role has an important part to play in driving total results.
- Defines the end-to-end Customer Experience framework that evaluates and measures customer perception in a consistent manner. Drives executive support and engagement in CX metrics and results, influencing leaders across the organization and holding them accountable.
- Utilizes customer data and feedback to identify trends and actionable insights to continuously enhance the customer experience. Collaborates with internal stakeholders to define and implement CX improvement initiatives across all customer-facing touchpoints.
- Stays up-to-date with industry trends, best practices, and emerging technologies related to customer experience and healthcare software solutions. Engages, designs and facilitates the CX Center of Excellence to deliver on the strategy.

**Qualifications & Skills**:

- BA / BS and/or minimum of 8 years experience in customer experience strategy and enablement.
- Understands and can teach CX methods and tools (e.g. NPS, CES, closed-loop systems, mapping).
- System Thinker - able to see the big picture as well as the details.
- Well-developed collaboration and negotiation skills; able to influence without direct authority.
- Proven track record driving positive change in a complex environment.

**Preferred Experience**:

- Certified Customer Experience Professional (CCXP).
- Understanding of the healthcare industry.
- Previous experience working successfully in a SaaS organization.

$131,000 - $153,000 a year
- At PointClickCare, base salary is one of the many components that make up our total rewards package. The Canada base salary range for this position is $131,000 - $153,000 + bonus + equity + benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all Canada locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.

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