Head of Member Experience, Research & Innovation

Dialogue • Montreal, QC

1d • Hybrid

About The Position

Our winning aspiration is to provide a 5-star care experience in every pocket, while improving Canadians’ access to care. Reporting to our VP of Member Experience, you will lead Aurora — Dialogue's dedicated Member Experience research and strategy team. Aurora's mission is to identify and de-risk the most impactful opportunities to improve the experience of our members, serve as Dialogue's source of truth for member insight, and opportunistically take direct action to improve our Member Experience (MX) score.

This role sits at the intersection of research leadership, service innovation, and organizational strategy. You will lead a multidisciplinary team (service design, analytics, PM, clinical, engineering) to deeply understand our members, surface the root causes of experience breakdowns, and design the next wave of service journeys that will shape how Canadians experience care, in collaboration with our clinical team. You will also own Aurora's role as the insight engine of the broader Dialogue organization, ensuring that the right questions are being asked, the answers drive confident investment decisions, and we enable the entire organization to participate in the pursuit of our MX vision.

Our focus is not shifting behaviour from traditional physical or high-cost channels to digital self-serve experiences to save on cost. We are crafting new service experiences that intentionally combine the best of human-delivered care with our amazing member application and emerging technologies to deliver the most delightful care experience possible.

Requirements

• At least 8 years of experience in service design, design research, innovation strategy, or a closely related field, with a strong track record working on complex, multi-touchpoint customer or patient journeys.
• At least 3 years of experience leading or managing a team, with demonstrated success developing top talent and building a high-performing discovery function.
• Demonstrated ability to synthesize qualitative and quantitative research into clear strategic narratives, prioritized opportunity frameworks, and business cases — not just research artifacts.
• Strong systems-level thinking: you design across journeys, services, and organizational capabilities — not just screens or individual touchpoints.
• Proven ability to influence senior stakeholders across product, engineering, clinical, and operations using evidence, well-crafted narrative, and confident communication.
• Experience building or evolving measurement frameworks and methodologies for tracking experience quality and member outcomes over time.
• Exceptional communication skills across written, visual, and verbal formats.

Nice To Haves

• A background in healthcare, digital health, or another regulated, high-stakes consumer service environment is a strong asset.
• Bilingualism is an asset for this position. You may be required to communicate in French and English.

Responsibilities

• Define and lead Aurora's research and discovery agenda, ensuring the team is consistently pursuing the highest-leverage member experience research and translating insights into prioritized, de-risked opportunities for Dialogue to execute on
• Champion a systems-level view of the member experience: connect findings across qualitative research, analytics, clinical data, and operational signals to build coherent narratives about what’s broken and what should come next.
• Drive our innovation & enablement roadmap, making it possible for more team members to drive MX improvements independently that move the needle towards our 5-star member experience vision
• Evolve our approach to new service design & delivery, introducing a co-creation model with in partnership with our clinical team that balances good methodology with speed-to-market
• Lead and develop Aurora's team, building a culture of research rigour, curiosity, and human-centred craft.
• Partner effectively with cross-functional teams to improve deliver handoffs, ensuring our research translates to impact and those teams are set up for success
• Promote member-centricity within Dialogue - educating teams on member behaviours, evolving expectations, and experience trade-offs, while building organizational appreciation for the value of deep discovery.

Benefits

• Access to the Dialogue app and virtual mental health support for you and your family
• Fully funded insurance
• a health spending account
• dental coverage
• fitness reimbursement
• 4 weeks vacation
• 9 wellness days
• 1 volunteer day
• Hybrid work: 3 days/week in our Montreal or Toronto offices, excluding remote roles
• Work abroad up to 4 weeks/year
• Incentive plans
• referral bonuses
• RRSP matching
• Learning via Coursera
• external training budget
• mentorship
• Optional parental leave top-up

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed