VP of Customer Experience

Overview

Our well-established Client is growing and in need of a VP of Customer Experience/ Patient Experience. This role will involve travel to various office/ client sites.

The Vice President of Customer Experience will lead the companys end-to-end customer and patient experience strategy across Pediatrics Resupply and Managed Care. This senior leader is responsible for building a patient-centric culture ensuring consistent high-quality experiences at every touchpoint and driving satisfaction loyalty and retention. The VP oversees Customer Experience leaders across business lines and partners closely with cross-functional teams to align experience initiatives with business goals and core values.

Key Responsibilities

Customer Experience Strategy

• Define and execute a unified customer/patient experience strategy aligned with company objectives and values
• Establish standards and best practices to ensure consistency and excellence across all lines of business

Leadership & Team Development

• Lead and develop Directors and Customer Care leaders across Pediatrics Resupply Managed Care and Field Customer Care
• Foster a culture of continuous improvement through coaching performance management and training

Patient Journey & Engagement

• Own the end-to-end customer/patient journey optimizing experiences across digital in-person and support channels
• Partner with Marketing Operations IT and Customer Service to embed patient/referral needs throughout the lifecycle

Insights Metrics & Retention

• Champion the voice of the customer through feedback loops analytics and data-driven decision-making
• Drive improvements in key metrics including Net Promoter Score (NPS) Customer Satisfaction (CSAT) retention and lifetime value

• Define KPIs and report outcomes to executive leadership

Cross-Functional Collaboration & Innovation

• Collaborate with business leaders to ensure products services and processes meet patient/referral expectations
• Identify and implement process technology and experience improvements to enhance efficiency and competitiveness

Technology & Enablement

• Support the implementation and optimization of TalkDesk functionality

• Partner with IT and SMEs to launch training and adoption initiatives

Compliance & Policy

Develop and maintain customer care policies and procedures in compliance with regulatory and company standards

Qualifications

• Bachelors degree required; MBA or advanced degree preferred (or equivalent experience)
• 10 years in customer/patient experience or customer care leadership; healthcare experience strongly preferred

• 5 years in senior leadership roles

• 4 years of Brightree experience; conversion experience a plus

• 4 years in Respiratory Care and DME

• Proven success leading large cross-functional teams and enterprise-level initiatives

• Strong analytical communication and executive presence

• Experience with customer care platforms and CX technologies

Compensation

• Base Salary: $150K-$200K/ yr DOE
• Performance Bonus up to 30%
• 401(k) with 4% match
• Unlimited PTO
• AND MORE

Employment contingent upon completion of background reference and applicable pre-employment screenings.