Director of Customer Experience & Brand Advocacy

Mississauga, ON
Permanent
Temps-plein

Il y a 23 jours

About Us:At Myant, our mission is to help people Live Younger, Longer by transforming healthcare from episodic, reactive care to proactive, preventive health management. Through our pioneering connected textiles and continuous monitoring technology, we bridge the gap between individuals, their families, and healthcare providers, creating a world where quality healthcare is more accessible, personalized, and preventative. Powered by extensive, multidisciplinary R&D, Myant combines expertise in textile science and computing, biometrics, AI, and clinical research to develop technologies that seamlessly integrate into everyday life. Our innovation engine continuously expands the platform’s capabilities, addressing cardiovascular health, stress management, sleep optimization, and more.With global ambitions, Myant is building a worldwide presence, collaborating with healthcare systems, clinics, researchers, and partners to set a new standard in connected health. Our goal is not just to improve care, but to fundamentally redefine the relationship people have with their health, shifting the focus from sick care to lifelong wellness.By combining cutting-edge biometric sensing, AI-powered insights, and evidence-based behavioral coaching, Myant helps individuals and healthcare teams work together to prevent disease, optimize wellness, and unlock healthier, longer lives. We are an innovative medical device company at the forefront of cardiometabolic screening and assessment. Our technology empowers early detection, personalized care, and proactive disease management. With a focus on improving patient outcomes and advancing preventative care, we serve a diverse range of healthcare channels.Role:We are hiring a Director of Customer Experience & Brand Advocacy to lead a growing CX team and transform it into a strategic engine for brand trust, market differentiation, and product innovation. You’ll oversee patient support operations while also serving as a vital conduit between frontline insights and company-wide action, influencing product development, brand messaging, and marketing initiatives. This role blends operations, service excellence, and brand-building. You will oversee the offshore support team and champion a high-touch experience, particularly for less tech savvy patients and those new to digital health devices. You'll also lead efforts to capture client stories, feedback, and testimonials , turning these into marketing assets and actionable internal insights.Key Responsibilities:
1. Patient Support & Operational Excellence

Lead, train, and coach the CX team to deliver exceptional, consistent, and empathetic service across all patient touchpoints
Build and optimize CX workflows for both in-clinic and direct-to-patient models
Oversee Zendesk systems: configuration, automations, dashboards, and reporting
Manage staffing and shift planning to ensure 7-day coverage with operational efficiency
Integrate AI tools and bots to improve speed and accuracy of support

2. Customer Insights & product Feedback

Analyze support tickets and conversations to identify product issues, recurring themes, and areas for improvement
Build structured reporting mechanisms to feed insights to product, engineering, and leadership
Champion a closed feedback loop between CX, R&D, and clinical operations

3. Brand Building through Experience

Treat every patient interaction as a brand-building moment
Collect, curate, and organize testimonials, success stories, and positive feedback for use across marketing channels
Flag critical moments where the experience exceeds or falls short of brand expectations
Collaborate with marketing to ensure the voice of the patient is embedded into campaigns and messaging

4. Marketing & Advocacy

Contribute to marketing initiatives by providing input on patient personas, messaging tone, FAQs, and campaign ideas grounded in real customer experience
Develop systems to proactively collect NPS scores, satisfaction surveys, and client referrals
Assist in building marketing assets (videos, case studies, copy) using patient feedback and outcomes
Partner with the Marketing and Strategy teams to shape the brand narrative through lived patient stories

5. Compliance & Training

Ensure all CX interactions comply with healthcare data privacy and ethical standards
Design and lead regular training sessions to maintain technical proficiency and emotional intelligence in the team

Who You Are:

A strategic operator who understands that brand equity is built at every touchpoint
Skilled in building CX systems and teams that scale, with the ability to deliver both high empathy and high efficiency
Comfortable translating data and anecdotes into insights that drive product, policy, and brand decisions
Experienced in marketing collaboration, testimonial capture, and brand-aligned storytelling
Confident managing offshore or remote teams, including QA and performance coaching
Deeply familiar with patient needs in health tech, ideally with exposure to regulated environments

Requirements:

5+ years in CX or marketing leadership roles, ideally some of that time in health tech, medical devices, or regulated service delivery
Demonstrated ability to lead support teams while influencing marketing and brand decisions
Expert in Zendesk or similar CX platforms; experienced with automations, integrations, and analytics
Skilled in building feedback loops across CX, product, and marketing
Proven track record of improving customer satisfaction and brand perception through experience design
Exceptional communication, insight gathering, and training development skills

What Success Looks Like:

Patient NPS and satisfaction scores trend consistently upward
Zendesk dashboards and automation create insight, not admin burden
The support team is empowered, efficient, and low-churn
Positive testimonials and patient stories feed directly into marketing and investor assets
Engineering and product teams act on real-time customer feedback
Myant’s brand becomes synonymous with care, clarity, and cutting-edge support

Myant

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