Director of Customer Experience -- Medical Technology Main Responsibilities:
- Strategic Direction: Build and implement a cohesive customer experience strategy aligned with organizational goals, aimed at improving satisfaction and nurturing long-term relationships in the healthcare space.
- Journey Optimization: Oversee the full customer lifecycle, from initial contact to ongoing support, ensuring a consistent, high-quality experience throughout.
- Cross-Team Integration: Partner closely with internal departments to embed customer insights into business strategies and product enhancements.
- Feedback \& Insight Gathering: Set up systems to collect and interpret customer feedback, using insights to inform decisions and identify key areas for enhancement.
- Team Leadership: Manage and mentor a team of professionals across customer service and experience, promoting a high-performance, customer-first environment.
- Customer Advocacy: Represent the customer's perspective in leadership discussions and planning sessions to ensure their needs and concerns are prioritized.
- Training \& Enablement: Create and implement training initiatives focused on customer engagement, support excellence, and product knowledge, tailored to the healthcare technology field.
- Process Innovation: Review and refine internal processes to improve efficiency and reduce barriers to excellent service delivery.
- Compliance Oversight: Ensure all activities meet industry standards, including regulatory and data privacy requirements specific to medical devices and digital health.
Preferred Qualifications:
- Bachelor's degree in Business, Health Sciences, or a related field (MBA or advanced degree is an asset).
- Minimum 7 years of experience in customer experience, customer success, or support roles within the healthcare, medical device, or life sciences sectors, including at least 3 years in a leadership role.
- Strong background in leading service and support teams, improving satisfaction metrics, and addressing complex user needs.
- Proficient in using customer metrics tools (NPS, CSAT, CES) to guide strategy and performance.
- Familiarity with cardiac screening technologies or medical-grade wearable devices is a plus.
- Outstanding communication and collaboration skills, with the ability to influence across all levels of the organization.
- Proven problem-solver who can proactively address customer issues and improve service delivery.
- Highly organized, results-driven, and comfortable operating in a regulated, fast-evolving environment.
Core Competencies:
- Deep customer focus
- Strategic planning and vision
- Leadership and talent development
- Analytical and data-informed thinking
- Strong problem-solving ability
- Awareness of compliance and healthcare regulations
- Excellent communication and interpersonal skills
- See All Jobs
