Job Description
Head of Member Experience Research & Innovation
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...