DIRECTOR, CUSTOMER EXPERIENCE - HYBRID

Green Shield Canada • Toronto, ON

3d • Hybrid

About The Position

The Director, Customer Experience will lead the development and execution of customer experience practices that help create simpler, more connected, and more meaningful experiences for GreenShield’s customers and stakeholders. The role will strengthen Voice of Customer practices, identify opportunities to improve priority experiences, and lead journey and service design across key customer groups. This leader will work across teams to bring customer insight into planning, prioritization, design, and delivery. The role will help translate customer needs and feedback into practical improvements that enhance satisfaction, engagement, trust, and overall experience quality.

Requirements

• 10+ years of progressive experience in Customer Experience, Voice of Customer, service design, digital product, operations transformation, strategy, or a related field.
• Proven experience leading customer experience, journey design, Voice of Customer, or transformation initiatives in a complex, cross-functional environment.
• Strong understanding of customer research, journey mapping, service design, human-centered design, Voice of Customer, insight-to-action practices, and experience measurement.
• Experience defining CX metrics, dashboards, or reporting approaches that help teams understand and improve customer experience.
• Experience improving complex customer journeys across digital, service, and operational touchpoints.
• Ability to influence senior stakeholders and drive alignment across cross-functional teams.
• Strong communication, facilitation, and executive storytelling skills, with the ability to translate customer pain points into strategic priorities and actionable recommendations.
• Ability to facilitate discovery, design, and alignment workshops with diverse business and delivery teams.
• Proficiency in English is required for this position.

Nice To Haves

• Experience in health, benefits, insurance, financial services, digital platforms, or regulated service environments is an asset.
• Advanced degree or CX, service design, human-centered design, or product certification is an asset.

Responsibilities

• Define and evolve CX strategy, standards, and ways of working
• Build a stronger Voice of Customer and insight-to-action discipline
• Lead journey and service design
• Build human-centered discovery and design practices
• Embed customer experience into cross-functional decision-making
• Establish CX measurement and continuous improvement practices
• Build CX capability, culture, and adoption

Benefits

• We believe a career should be meaningful. Not just a means to earn a living.
• Our culture is one where everyone's voice is heard and valued.
• We dare to challenge the status quo.
• We believe that your workplace should empower you to be the best version of yourself.
• Where your growth means our growth.
• Where your voice is heard and valued.
• Where your work has purpose. And purpose matters.
• Inclusivity makes us a stronger, smarter and more informed organization.
• A career at GreenShield isn’t just about personal achievements, it's about making a difference together.

What This Job Offers

• Job Type: Full-time
• Career Level: Director