Director of Client Experience

Role Overview

• Design and own the enterprise client experience strategy, encompassing every stage of the client lifecycle: awareness, first visit, ongoing care, end-of-life and loyalty.
• Build scalable, replicable programs that Hospital Directors and Client Experience Managers can execute consistently regardless of hospital size, specialty mix or team maturity.
• Develop and maintain enterprise-wide service standards, client communication frameworks and experience blueprints that reflect Veritas values.
• Lead end-to-end journey mapping to identify friction points, gaps in care communication and unmet client needs; translate findings into prioritized improvement initiatives.
• Partner with Marketing, Operations and Medical leadership to ensure the client experience strategy aligns with clinical excellence, brand identity and business objectives.
• Develop and maintain the enterprise framework for end-of-life and bereavement communication, including structured protocols for euthanasia conversations, aftercare coordination and follow-up outreach, and ensure Hospital Directors and Client Experience Managers are trained and supported to execute them consistently.
• Establish and maintain enterprise standards for accessible client communication, including language access resources, accommodation protocols for clients with disabilities and plain-language guidelines for medical communication.
• Create, own and continuously refine the enterprise client experience training curriculum, covering service standards, client communication, empathy-based techniques, service recovery and end-of-life conversations.
• Design training in formats that are role-appropriate and scalable across all hospitals, including in-person, virtual and on-demand delivery.
• Partner with Hospital Directors and People and Culture Operations to embed training into onboarding programs for all client-facing roles, ensuring new hires reach proficiency benchmarks consistently across the network.
• Develop coaching toolkits and peer-learning resources that empower Client Experience Managers to facilitate ongoing development within their own teams.
• Track training effectiveness through pre/post assessments, client satisfaction data and observational audits; revise curriculum based on results.
• Develop and maintain enterprise standards for inbound telephone communication, including call handling protocols, service standard execution and scheduling efficiency; partner with Hospital Directors and Client Experience Managers to ensure consistent application across all client-facing teams.
• Serve as the enterprise resource for client experience innovation, continuously scanning veterinary, human healthcare and hospitality sectors for emerging practices, tools and technologies.
• Identify and pilot new approaches to client communication, wait-time management, digital touchpoints and post-visit engagement; scale successful pilots across the network.
• Establish and monitor client experience KPIs including client satisfaction scores, Net Promoter Score, service recovery rates and retention metrics; present regular performance reviews to executive leadership.
• Lead root-cause analysis on persistent service failures and client dissatisfaction trends; develop network-wide corrective action plans with clear ownership and timelines.
• Champion the adoption of technology solutions, including practice management enhancements, client communication platforms and feedback tools, that improve the client and team experience.
• Own the enterprise client feedback governance policy, including standards for online review monitoring and response, complaint documentation, resolution timelines and escalation thresholds that trigger involvement from hospital or enterprise leadership.
• Partner with Hospital Directors at each location to assess client experience performance, identify gaps and co-develop improvement plans tailored to each hospital.
• Support Hospital Directors in leveraging client experience as a driver of diversion reduction, increased compliance with recommended care and capture of ancillary revenue opportunities.
• Provide consultation and data analysis to help hospital leaders connect client experience performance to business outcomes including appointment volume, average transaction value and client retention.
• Facilitate peer learning and best-practice sharing across the Hospital Director and Client Experience Manager community, fostering a network-wide culture of service excellence.
• Represent client experience perspectives in enterprise-level operational and strategic planning discussions, ensuring the client voice informs decisions across the network.
• Partner with Medical Directors and hospital leadership to develop and monitor communication standards for referring veterinarians, including case update protocols, discharge summary timeliness and referral relationship follow-up, recognizing that the referring DVM experience directly affects hospital reputation and case volume.
• Develop and maintain enterprise standards for client experience staffing models, including role definitions, span-of-control benchmarks and minimum coverage requirements for client-facing positions.
• Partner with Hospital Directors and People and Culture Operations to support workforce planning for client experience teams, including headcount recommendations, succession planning and pipeline development for the Client Experience Manager role.
• Analyze scheduling data across hospitals to identify patterns affecting client wait times, phone response rates and discharge efficiency; recommend and support implementation of improved scheduling frameworks.
• Build staffing benchmarking tools that allow hospitals to calibrate client experience team size to patient volume, service mix and client satisfaction targets.
• Support Hospital Directors in managing peak-demand periods, including surge staffing strategies and cross-training programs that increase scheduling flexibility.
• Travel to Partner Hospitals approximately 50% of the time, conducting site visits that include team observations, leadership coaching, workflow assessments and program implementation support.
• Build trusted relationships with Hospital Directors, Client Experience Managers, clinical leaders and frontline team members to remain grounded in operational realities.
• Facilitate enterprise-level client experience forums, workshops and leadership retreats that build network cohesion and align the organization around shared service standards.
• Serve as the primary point of escalation for complex, network-wide client experience issues that require enterprise-level response or policy clarification.

Requirements

• Minimum seven years of progressively responsible experience in client experience, patient experience or service excellence roles, with at least three years in a multi-site or enterprise-level capacity.
• Demonstrated experience designing and deploying scalable client or patient experience programs across multiple locations, business units or service lines.
• Proven ability to build, facilitate and evaluate training programs that improve frontline service performance at scale.
• Strong analytical skills with the ability to interpret client satisfaction data, identify trends and translate findings into actionable recommendations.
• Experience supporting revenue growth through client experience strategy, including retention, loyalty and compliance-to-care initiatives.
• Excellent communication, facilitation and presentation skills; comfortable presenting to hospital and enterprise leadership.
• Ability to travel approximately 50% of the time to Partner Hospital locations across the Veritas network.

Benefits

• Highly competitive salary based on experience
• Mental health support with Talkspace
• Paid time off
• Reimbursement of professional membership and licensure fees
• 401k retirement plan options with company match
• Medical, vision, and dental insurance options
• Basic life insurance provided and other voluntary insurance options available for full-time team members
• 6 weeks paid parental leave for full-time team members
• Pet insurance and discount program
• Employee Assistance Programs