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(US) Customer Experience Director



Customer Service
United States · Remote
Posted on Friday, April 26, 2024
For more than 20 years, PointClickCare has been the backbone of senior care. We’ve amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform.
With Collective Medical & Audacious Inquiry, we’ve become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient’s journey.
For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.
Position Summary:
As the Customer Experience Director, your main responsibility will be to develop and execute a comprehensive CX strategy that ensures our customers have an exceptional experience with our solutions. You will collaborate closely with cross-functional teams, including sales, product, and support, to drive the success of our CX initiatives.

Key Responsibilities:

  • Leads the CX Team to develop and implement a holistic CX strategy that aligns with our company's vision and objectives. Leads cross-functional design teams and facilitates group discussions.
  • Creates customer journey maps and persona profiles to identify touchpoints for improvement and optimization. Teaches methodology across functional groups to unify efforts and enable understanding of how each role has an important part to play in driving total results.
  • Defines the end-to-end Customer Experience framework that evaluates and measures customer perception in a consistent manner. Drives executive support and engagement in CX metrics and results, influencing leaders across the organization and holding them accountable.
  • Utilizes customer data and feedback to identify trends and actionable insights to continuously enhance the customer experience. Collaborates with internal stakeholders to define and implement CX improvement initiatives across all customer-facing touchpoints.
  • Stays up-to-date with industry trends, best practices, and emerging technologies related to customer experience and healthcare software solutions. Engages, designs and facilitates the CX Center of Excellence to deliver on the strategy.

Qualifications & Skills:

  • BA / BS and/or minimum of 8 years experience in customer experience strategy and enablement.
  • Understands and can teach CX methods and tools (e.g. NPS, CES, closed-loop systems, mapping).
  • System Thinker - able to see the big picture as well as the details.
  • Well-developed collaboration and negotiation skills; able to influence without direct authority.
  • Proven track record driving positive change in a complex environment.

Preferred Experience:

  • Certified Customer Experience Professional (CCXP).
  • Understanding of the healthcare industry.
  • Previous experience working successfully in a SaaS organization.
  • Deep B2B experience
It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact should you require any accommodations.
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