Toronto, Ontario, Canada · Hybrid
WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her heal…
Skills: Customer Experience Strategy, Voice of Customer, Service Design, Journey Mapping, Human-Centered Design
Toronto, Ontario, Canada · Hybrid
$94k–$142k/yr
WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her heal…
Skills: Application Development Management, Agile Methodology, Resource Allocation, Software Architecture, Test-Driven Development
Toronto, Ontario, Canada · Hybrid
WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her heal…
Skills: Content Development, Stakeholder Collaboration, Project Coordination, Strategic Communications, Adobe Illustrator
Toronto, Ontario, Canada · Hybrid
$51k–$79k/yr
WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her heal…
Skills: Underwriting, Financial Auditing, Plan Design Costing, ASO Reconciliations, Microsoft Excel
Toronto, Ontario, Canada · Hybrid
$104k–$131k/yr
WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her heal…
Skills: Data Governance, Data Architecture, Enterprise Architecture, Cloud Data Architecture, DAMA-DMBOK
Windsor, Ontario, Canada · Hybrid
WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her heal…
Skills: Financial Modelling, Acquisitions, Cash Flow Management, Capital Management, Financial Analysis
Toronto, Ontario, Canada · Hybrid
WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her heal…
Skills: Pricing Negotiations, Contract Management, Drug Pricing Strategy, Stakeholder Management, Financial Modeling
Toronto, Ontario, Canada · Hybrid
$60k–$91k/yr
WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her heal…
Skills: Regulatory Compliance Management, Privacy Management, Risk Assessment, Corporate Governance, Anti-Money Laundering
Toronto, Ontario, Canada · Hybrid
$94k–$142k/yr
WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her heal…
Skills: Corporate Law, Commercial Law, Contract Negotiation, Regulatory Compliance, Legal Research
Toronto, Ontario, Canada · Hybrid
$73k–$109k/yr
WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her heal…
Skills: Corporate Communications, Internal Communications, Executive Communications, Stakeholder Management, Writing and Editing
Ottawa, Ontario, Canada · On-site
$73k–$109k/yr
WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her heal…
Skills: Staff Supervision, Credentialing, Provider Onboarding, Clinical Operations, Stakeholder Management
Calgary, Alberta, Canada · On-site
$51k–$79k/yr
WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her heal…
Skills: Case Oversight, Mental Health Support, Substance Use Disorder Treatment, English Communication, Organization
Toronto, Ontario, Canada · Hybrid
$58k–$73k/yr
WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her heal…
Skills: Benefit Administration, Client Relationship Management, Problem Solving, Verbal Communication, Written Communication
Toronto, Ontario, Canada · Hybrid
$74k–$93k/yr
WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her heal…
Skills: Strategic Relationship Management, Business Development, Enterprise Sales, Capture Lifecycle Management, Cross-selling
Calgary, Alberta, Canada · On-site
$74k–$111k/yr
WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her heal…
Skills: Account Management, Sales, Marketing, Customer Service, Presentation Skills
Toronto, Ontario, Canada · Hybrid
$74k–$109k/yr
WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her heal…
Skills: Process Engineering, Continuous Improvement, AI Transformation, Operating Model Design, Value Stream Mapping
Toronto, Ontario, Canada · Hybrid
$74k–$109k/yr
WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her heal…
Skills: Lean, Six Sigma, Process Analytics, Stakeholder Management, Data Analysis
Canada · On-site
$39k–$54k/yr
WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her heal…
Skills: Patient Communication, Prescription Billing, Insurance Claims Processing, Documentation, Problem Solving
Toronto, Ontario, Canada · Hybrid
$74k–$109k/yr
WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her heal…
Skills: Root Cause Analysis, Data Interpretation, Stakeholder Management, Project Coordination, KPI Monitoring
Burnaby, British Columbia, Canada · On-site
$39k–$54k/yr
WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her heal…
Skills: Patient Communication, Prescription Billing, Insurance Claims Processing, Documentation, Problem Solving
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Lead the development and execution of customer experience practices to create simpler and more connected experiences for stakeholders. This includes strengthening Voice of Customer disciplines and leading journey and service design across key customer groups.
Requires 10+ years of progressive experience in CX, service design, or strategy, with a proven track record in complex cross-functional environments. A bachelor's degree is required, with advanced degrees or CX certifications considered an asset.
WHO WE ARE
When it comes to health, we’re always looking for ways
to push for better. It’s why we were founded in the first place. In 1957, our
founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health
by forgoing her own medicine to pay for her sick daughter’s prescription. He
knew there had to be a better way. So, he introduced North America’s first
prepaid drug plan, and GreenShield was born as a non-profit with a mission
to support better health for all Canadians.
We aren’t just a health and benefits company. We’re
the only non-profit social enterprise that brings worlds of coverage and
care together, all in one place.
We’re noble challengers, purposefully building a better
way and we need the best people to help us create a more holistic approach that
takes care of the mind and body.
Our mission is to create better health for all
Canadians, and we know that starts with our employees.
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.
WHO WE'RE LOOKING FOR
THE CULTURE
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. Because that’s what it takes
to create better health for all. We dare to challenge the status quo. And we’re
driven by people who have challenged theirs. We believe that your
workplace should empower you to be the best version of yourself. That’s why we provide a
place where you can be inspired, challenged, and rewarded.
Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.
We believe our people are
critical to our overall success. Inclusivity makes us a stronger, smarter and
more informed organization. Being intentionally inclusive of diverse
backgrounds, perspectives and experiences will enhance our company culture to
positively impact how we support our communities. A career at GreenShield isn’t just about personal
achievements, it's about making a
difference together.
Here’s to Better Health for All!
A
FEW MORE DETAILS
Proficiency in English is required
for this position. As part of this role, you will be required to communicate
with colleagues or customers who use English as their primary language. By requiring English proficiency for this
position, we aim to ensure that our employees can excel in their roles,
collaborate, and communicate effectively, and contribute to the success of our
organization.
GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through [email protected]. Information received relating to accommodation will be addressed confidentially.
Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification).
AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.
Better Health for All.
As Canada's only national non-profit health care and insurance organization, GreenShield believes health care is a right, not a privilege. We're dedicated to improving health outcomes, driving systemic change, and building a future where every Canadian can reach their full health and well-being potential. We are revolutionizing the health care and insurance experience by bringing coverage and care together in one place. Through our unique integrated payer-provider ("payvider") model, we offer insurance, administer benefits, and pay claims as a ‘payer’ while offering health care services such as mental health, pharmacy, telemedicine, and chronic disease management as a ‘provider’. As a non-profit social enterprise without shareholders, we reinvest our excess earnings to directly support underserved communities. Through GreenShield Cares, we positively impacted the health and well-being of over one million Canadians between 2020 and 2025. What’s driving us now is the commitment to measurably impact an additional three million Canadians by 2030 – across mental health, essential medicines, and chronic disease management – through scalable initiatives that deliver meaningful change in pursuit of our mission of Better Health for All. GreenShield is proud to be recognized multiple times as one of Canada's Most Admired Corporate Cultures, certified annually as a leading Imagine Canada Caring Company, and honoured with repeat placement on Fortune’s prestigious Change the World list – a testament to our sustained commitment to purpose-driven innovation and impact.
Offices: 8677 Anchor Drive, P.O. Box 1606, Windsor, Ontario N9A 6W1, CA · 5140 Yonge St, Toronto, ON M2N 6L7, CA · Bow Valley Square 4, 250 6 Avenue Southwest Suite 1220, Calgary, AB T2P 3H7, CA · 255 Queens Ave, London, ON N6A5R8, CA · 595 Burrard St., Suite 833, Vancouver, BC V7X 1L2, CA
Better Health for All.
As Canada's only national non-profit health care and insurance organization, GreenShield believes health care is a right, not a privilege. We're dedicated to improving health outcomes, driving systemic change, and building a future where every Canadian can reach their full health and well-being potential. We are revolutionizing the health care and insurance experience by bringing coverage and care together in one place. Through our unique integrated payer-provider ("payvider") model, we offer insurance, administer benefits, and pay claims as a ‘payer’ while offering health care services such as mental health, pharmacy, telemedicine, and chronic disease management as a ‘provider’. As a non-profit social enterprise without shareholders, we reinvest our excess earnings to directly support underserved communities. Through GreenShield Cares, we positively impacted the health and well-being of over one million Canadians between 2020 and 2025. What’s driving us now is the commitment to measurably impact an additional three million Canadians by 2030 – across mental health, essential medicines, and chronic disease management – through scalable initiatives that deliver meaningful change in pursuit of our mission of Better Health for All. GreenShield is proud to be recognized multiple times as one of Canada's Most Admired Corporate Cultures, certified annually as a leading Imagine Canada Caring Company, and honoured with repeat placement on Fortune’s prestigious Change the World list – a testament to our sustained commitment to purpose-driven innovation and impact.
Offices: 8677 Anchor Drive, P.O. Box 1606, Windsor, Ontario N9A 6W1, CA · 5140 Yonge St, Toronto, ON M2N 6L7, CA · Bow Valley Square 4, 250 6 Avenue Southwest Suite 1220, Calgary, AB T2P 3H7, CA · 255 Queens Ave, London, ON N6A5R8, CA · 595 Burrard St., Suite 833, Vancouver, BC V7X 1L2, CA
