Director Customer Experience & Health Outcomes
Ontario, Canada | Hybrid | National healthcare and benefits provider
Our client is a purpose-driven Canadian organization redefining how coverage and care work together to improve health outcomes at scale. With a market-leading digital platform serving millions of Canadians, the organization is entering a critical phase of growth—where product, data, and customer experience will be central to what comes next.
Reporting to the executive leadership team, the Director, Digital Customer Experience & Health Outcomes is a strategic integrator at the intersection of enterprise strategy, digital experience, and data-driven storytelling. This is not a pure CX role, nor is it purely analytics. It is a transformation role—connecting experience design, product strategy, and measurable health impact into a cohesive, outcomes-driven model.
This role is built for a leader who can translate complex strategy into clear roadmaps, measurable outcomes, and executive-ready narratives. The right individual will be energized by shaping a member-centric digital experience while proving, through data, that the platform is driving meaningful health impact.
The mandate
This role is about owning the end-to-end evolution of the digital customer experience and health outcomes model—and proving its value through evidence.
Define and advance the digital CX strategy.
Shape and evolve a personalization-driven, insight-led digital experience strategy. Translate vision into prioritized roadmaps and initiatives that measurably improve engagement, satisfaction, navigation ease, and digital adoption.
Operationalize outcomes measurement.
Establish and refine success metrics spanning engagement, utilization, experience, health impact, and commercial performance. Embed outcomes-based thinking into enterprise planning, OKRs, and investment prioritization.
Translate data into influence.
Partner with analytics and product teams to convert complex data into clear, compelling narratives, dashboards, and executive-level insights that inform strategic decisions and enterprise funding choices.
Connect strategy to execution.
Own the transformation lifecycle—from strategy and roadmap through delivery, measurement, and continuous optimization—ensuring alignment across experience, product, analytics, and senior leadership.
decision-making and investment trade-offs.
Key responsibilities
- Provide strategic leadership for digital customer experience and outcomes measurement across the enterprise
- Translate CX vision into executable roadmaps and cross-functional initiatives that drive measurable improvement
- Partner with analytics and data teams to define KPIs and produce executive-ready insights tied to health impact and business performance
- Embed member insights, behavioural data, and real-world usage patterns into experience design and prioritization
- Influence senior leadership by articulating evidence-based recommendations that shape enterprise priorities and investment decisions
- Lead cross-functional initiatives within a complex, matrixed operating environment
Required experience
- 10+ years of progressive experience in digital health, healthcare strategy, health technology, or adjacent sectors
- Demonstrated success operating at the intersection of strategy and execution, translating vision into measurable outcomes
- Deep understanding of healthcare ecosystems and digital health experience models
- Proven experience shaping or leading digital customer experience strategies at scale
- Strong track record developing and communicating data-driven insights to executive and board-level audiences
- Exceptional strategic thinking, stakeholder management, and enterprise influence capabilities
- Experience leading complex, cross-functional initiatives with enterprise-wide impact
- Credible and effective in external settings—clients, prospects, board, and partners
- Healthcare, insurance, or financial services experience strongly preferred; health tech or adjacent sectors (InsurTech, FinTech) also valued
Why This Role
- The opportunity to build and scale outcomes-driven digital experiences that materially improve health outcomes
- Direct exposure to executive leadership and the ability to influence long-term strategy and investment decision
- The chance to shape a modern, member-centric model at national scale within a mission-driven HealthTech organization
Interested candidates or referrals should contact Liz Harman, Director of Recruitment at Liz.Harman@polytechtalent.com. All inquiries held in strict confidence.
Poly Tech Talent is an equal opportunity employer and welcomes applications from all qualified candidates. Accommodations are available on request for candidates participating in the selection process
