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 company's end-to-end customer experience strategy. This senior leader is responsible for building a customer-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 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
• 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

• Bachelor's degree required; MBA or advanced degree preferred (or equivalent experience)
• 10+ years in customer experience or customer care leadership; healthcare experience (within orthotics, prosthetics, or home infusions) strongly preferred

• 5+ years in senior leadership roles

• 4+ years of Brightree experience; conversion experience

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

• Strong analytical, communication, and executive presence

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.