Senior Customer Experience Leader

4 weeks ago

Old Toronto, Ontario, Canada Ontario Health | Santé Ontario Full time

About Ontario Health:
Ontario Health is dedicated to fostering a robust organizational culture that connects and motivates all team members throughout the province. Our vision is to be a frontrunner in health and wellness for everyone. Our mission is to link the health system to enhance equitable health outcomes, experiences, and value. Our collaborative efforts are guided by our core values: integrity, inspiration, tenacity, humility, and care.

What We Offer:
At Ontario Health, we prioritize your career aspirations. Benefits may include:

  • Comprehensive medical, dental, and vision coverage from day one
  • Health care spending account
  • Defined benefit pension plan
  • 3 personal days and 2 float days annually
  • Starting with 3 weeks' vacation, increasing to 4 weeks after 2 years
  • Opportunities for career development
  • A collaborative, values-driven team environment
  • Wellness initiatives
  • A hybrid work model
  • Engagement in Communities of Inclusion

Role Overview:
The Senior Customer Experience Leader will provide high-level support and expertise to the Manager of Customer Experience (CX) in establishing a cohesive customer experience for Ontario Health's digital products and services. This role is pivotal in enhancing connections within the health system to improve overall health outcomes and patient experiences. The Lead will play a crucial role in defining and implementing Ontario Health's Customer Experience Strategy, ensuring a seamless experience at every interaction.

Key Responsibilities:

  • Drive the development of customer journey mapping by integrating various data sources and engaging stakeholders to identify pain points and opportunities for enhancement.
  • Communicate findings and insights across all organizational levels, fostering strong, trust-based relationships with leaders and driving continuous improvement for an integrated user experience.
  • Analyze feedback mechanisms throughout the customer journey to assess satisfaction and address customer needs, collaborating with product teams to enhance user experiences.
  • Lead qualitative and quantitative research initiatives to evaluate the customer experience journey, reporting findings and recommending adjustments to the Customer Experience framework.
  • Build and maintain strong relationships with team members, providing guidance and leadership as needed.
  • Manage program projects and initiatives, identifying risks and collaborating with cross-functional teams.
  • Identify opportunities for process improvements and work with management to implement solutions.
  • Engage with stakeholders, including executives and the Ministry of Health, to address mutual interests and enhance client satisfaction.
  • Advocate for Ontario Health's digital assets, emphasizing their usability and value to increase adoption across various health sectors.

Qualifications:

  • Bachelor's degree in Marketing, Business, Social Sciences, or a related field.
  • Preferred certifications in Customer Experience, such as CCXP.
  • Over 8 years of relevant experience.
  • Strong understanding of the Canadian and Ontario health care systems.
  • Experience in health care IT is advantageous.
  • Proficient in customer journey mapping, targeted marketing, and data analysis.
  • Familiarity with research tools for digital experience insights.
  • Experience with CRM software and project management tools.

Skills and Knowledge:

  • In-depth knowledge of customer experience metrics and methodologies.
  • Expertise in analyzing qualitative and quantitative data.
  • Strong leadership and project management skills.
  • Ability to communicate effectively and build consensus among diverse stakeholders.
  • Understanding of user-centered design principles and customer journey mapping.

Employment Type: Permanent Full-time
Location: Ontario (currently hybrid; subject to change)

Ontario Health values diversity and encourages applications from individuals of various backgrounds, including First Nations, Métis, Inuit, urban Indigenous, Francophone, Black and racialized communities, and those with disabilities.

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