Director of Experience

MedVet

8d•Hybrid

About The Position

Reporting to the Chief Marketing and Experience Officer, the Director of Experience leads the execution of MedVet’s Client Experience and Referral Partner Experience strategies. This leader collaborates across MedVet to continuously improve service, process, communication, and the overall MedVet Experience, translating enterprise strategy into consistent, measurable outcomes. This role requires a multifaceted leader with strong interpersonal skills, proven leadership ability, project management expertise, advanced communication capabilities, and a data-informed approach to experience improvement. The Director partners closely with Experience leadership and the Healthcare team, leading through influence across clinical, operational, and support teams to drive continuous improvement in service, process, and communication.

Requirements

Minimum of 10 years of experience in Customer Experience, Client Experience, healthcare operations, or a related field required.
Master’s degree preferred; healthcare experience required.
Demonstrated success leading CX programs and driving measurable experience improvement.
Proven ability to lead through influence with clinical, operational, and executive stakeholders.
Strong analytical skills with the ability to translate data into strategy and action.
Deep communication expertise with the ability to train and coach teams to communicate with clarity and empathy.
Ability to develop a working knowledge of the veterinary and specialty/emergency care environment.
Excellent interpersonal, organizational, written, and verbal communication skills.
Strong public speaking and presentation skills.
Ability to work effectively across all levels of the organization.
Highly professional, self-directed, and possessing a strong work ethic.
Ability to travel up to 30% to MedVet hospital locations nationwide.
Ability to lift and carry up to 30 pounds occasionally.

Nice To Haves

Master’s degree preferred

Responsibilities

Drive implementation of MedVet’s Client and Referral Partner Experience strategies with consistent, measurable outcomes informed by market insights and enterprise priorities.
Build and maintain the Experience roadmap, including milestones, metrics, and accountability across both journeys.
Deploy best practices for listening to, interpreting, and acting on Client and Referral Partner feedback to drive continuous improvement.
Identify market gaps and implement solutions to strengthen MedVet’s position as the preferred specialty and emergency provider while increasing loyalty among key audiences.
Support marketing and branding initiatives that reinforce the Client and Referral Partner Experience.
Lead the Experience Manager, overseeing Client and Referral Partner surveying, analytics, experience reporting, LMS administration, and RACE credit applications.
Oversee the Referral Partner Liaison program, including staffing, operations, performance, and reporting.
Own the Compassionate Communication Skills curriculum, leveraging Experience team and SME contributions for content development while partnering with the Experience Manager for LMS administration and RACE credit applications.
Develop direct reports and the broader Experience team in communication, relationship management, and data-informed practices.
Lead through influence with healthcare, clinical services, and operations teams to embed experience insights into behaviors and decision-making.
Partner with the Director of Social Work and healthcare leaders on Client Experience strategy execution.
Collaborate with Marketing to align communications, campaigns, and initiatives with the Client and Referral Partner Experience strategy.