Head of Member Experience, Research & Innovation

Head of Member Experience, Research & InnovationAbout DialogueDialogue is the #1 virtual care provider in Canada. By developing our Integrated Health Platform🅫, we provide exceptional online health and wellness programs (primary care, mental health, iCBT, EAP, and wellness) to organizations that want to improve the wellness of their employees and families.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:ImpactCommunityGrowthExcellenceFeel like you can make a difference? Good news, we saved you a seat! 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 accessibility@dialogue.co.AI Disclosure StatementTo ensure an efficient and fair review process, we utilize artificial intelligence tools to assist in the initial screening and assessment of applicants for this role.⚠️ Recruitment Fraud Notice Dialogue only contacts candidates through official @dialogue.co email addresses. We never request payment, gift cards, or personal financial information at any stage of hiring, and we never extend an offer without a structured interview process. All open roles are listed exclusively at dialogue.co/en/careers. If you receive a suspicious communication claiming to be from Dialogue, do not respond — report it to jobs@dialogue.co and verify the role on our official careers page.Your role as  Head of Member Experience Research & InnovationOur winning aspiration is to provide a 5-star care experience in every pocket, while improving Canadians’ access to care. Reporting to our VP of Member Experience, you will lead Aurora — Dialogue's dedicated Member Experience research and strategy team. Aurora's mission is to identify and de-risk the most impactful opportunities to improve the experience of our members, serve as Dialogue's source of truth for member insight, and opportunistically take direct action to improve our Member Experience (MX) score.This role sits at the intersection of research leadership, service innovation, and organizational strategy. You will lead a multidisciplinary team (service design, analytics, PM, clinical, engineering) to deeply understand our members, surface the root causes of experience breakdowns, and design the next wave of service journeys that will shape how Canadians experience care, in collaboration with our clinical team. You will also own Aurora's role as the insight engine of the broader Dialogue organization, ensuring that the right questions are being asked, the answers drive confident investment decisions, and we enable the entire organization to participate in the pursuit of our MX vision.Our focus is not shifting behaviour from traditional physical or high-cost channels to digital self-serve experiences to save on cost. We are crafting new service experiences that intentionally combine the best of human-delivered care with our amazing member application and emerging technologies to deliver the most delightful care experience possible.What you'll be doingDefine and lead Aurora's research and discovery agenda, ensuring the team is consistently pursuing the highest-leverage member experience research and translating insights into prioritized, de-risked opportunities for Dialogue to execute onChampion a systems-level view of the member experience: connect findings across qualitative research, analytics, clinical data, and operational signals to build coherent narratives about what’s broken and what should come next.Drive our innovation & enablement roadmap, making it possible for more team members to drive MX improvements...