Your role as VP, Member Experience
In this newly positioned role, the Vice President of Member Experience will be critical in shaping and driving the company’s member experience strategy. Initially reporting directly to CEO and Co-Founder Cherif Habib, this leader will collaborate closely with the team to design and implement an industry-leading experience program aligned with Dialogue’s growth objectives to enhance member satisfaction.
What you’ll be doing:
- Develop and execute a comprehensive strategy to enhance member experience enterprise-wide.
- Lead and grow a diverse, cross-functional team of product, technology, service operations, data, and design professionals, fostering a collaborative, high-performance culture.
- Work closely with product, engineering, clinical and service operations teams to identify and implement opportunities for service and experience improvements.
- Drive initiatives that demonstrate a deep commitment to the customer, ensuring every decision considers and prioritizes member needs and expectations.
- Implement processes and practices that improve member experience KPIs, such as response time, resolution rates, and member satisfaction, striving to achieve a consistent 5/5 rating from members.
- Use data and insights to drive experience enhancements, ensuring that initiatives are measurable and aligned with business objectives.
- Advocate for and implement continuous improvements, fostering a culture that seeks to exceed member expectations.
- Act as the member voice champion within Dialogue, ensuring every department understands and proactively addresses member needs.
We'd love to hear from you if you have:
- Demonstrated hands-on commitment to customer experience, with a proven track record of enhancing member satisfaction, loyalty, and lifetime value by mapping and improving end-to-end journeys.
- Strong tech-enabled services background with a tech-savvy approach to digital products; experienced in driving measurable outcomes across KPI improvements and P&L management.
- Data-driven and results-focused, skilled at leveraging insights to inform strategy, track progress, and refine the member experience.
- Experienced in managing seamless, multi-channel member experiences (digital, phone, in-person) and fostering a customer-centric culture that champions the voice of the customer organization-wide.
- Strategic and detail-oriented leader with success in large-scale transformations; adept at navigating fast-paced environments and resolving complex member issues to drive loyalty.
- Exceptional track record of collaboration with cross-functional influence, especially across product, technology, service operations, and clinical teams; committed to building high-performing teams focused on mentorship and growth.
- Given Dialogue’s active presence in Montreal and Toronto, proficiency in English and French is a big plus.
Please note that as we serve customers across Canada, bilingualism is essential for this position. You may be required to communicate in French and English.
At Dialogue, your well-being is our priority
Taking care of others also means taking care of our team. We’ve got you covered!
- A fully funded benefits plan, including a wellness reimbursement program
- Unlimited access to a variety of Dialogue’s programs for you and your immediate family
- 4 weeks of vacation, 9 wellness days and 1 paid volunteer day
- A hybrid work approach that involves 3 days per week in our beautiful Montreal or Toronto offices
- Access to a custom learning program, including an allocated budget for continuous external training
- Short and long-term incentive plans
- An optional parental benefits program
- Qualifying permanent and part-time employees are eligible for a Group Retirement Savings Program (GRSP) with a matching employer contribution from their first day at Dialogue, in accordance with policy terms
About Dialogue
Dialogue, founded in 2016, is Canada's leading provider of virtual healthcare services, specializing in online health and wellness programs designed to support organizations in enhancing the well-being of their employees and their families. As the top telemedicine provider in Canada and a prominent player globally, Dialogue leverages a user-centric approach to deliver high-quality, convenient, and compassionate healthcare to millions of Canadians.
At the core of Dialogue’s services is its Integrated Health Platform™, which offers a unified experience across its primary care, mental health, internet-based cognitive behavioural therapy (iCBT), and Employee Assistance Program (EAP) services. This platform is designed to deliver a comprehensive and cohesive healthcare experience that enhances the health and satisfaction of Canadian workers.
Through its partnership with Sun Life, Dialogue is able to expand its impact and introduce innovative healthcare solutions to a vast array of clients across Canada and the U.S., helping to shape the future of accessible, high-quality care for all. Guided by a mission to enhance well-being through technology, Dialogue fosters a collaborative, purpose-driven environment where employees are empowered to excel and innovate.
When it comes to our work, we set the bar high. Together, we’re transforming health and helping millions improve their well-being. We’re firm believers that great people don’t settle on:
Impact
Community
Growth
Excellence
Feel like you can make a difference? Good news, we saved you a seat!
additional Info
Come as you are. As a proud equal-opportunity employer, Dialogue is dedicated to creating a diverse and inclusive workplace for everyone. Qualified applicants will be considered regardless of citizenship, ethnicity, race, colour, religion, gender, gender identity or expression, sexual orientation, disability, age, or veteran status. Applicants who require specialized accommodation are encouraged to contact [email protected].
