Customer Experience Manager

About Science & Humans

Science & Humans is Canadas largest hormone health platform, delivering personalized, end-to-end digital care for hormone health, aging, longevity, and sexual wellness. Our mission is to transform access to preventative, personalized healthcare, and we are growing rapidly.

The Role
The Customer Experience Manager is an individual contributor role at the
heart of how Science & Humans delivers care and builds relationships, across
every touchpoint, from first consultation to long-term support. This is a high-
ownership role designed for someone who thrives in the details, thinks
strategically, and wants to grow their expertise across clinical operations,
customer success, and organizational quality. It is built for someone with the
ambition to eventually step into a leadership role as the organization scales.

Key Responsibilities
Customer Journey & Experience
Support and improve the full B2C and B2B customer lifecycle, from onboarding
and first consultation through ongoing care and retention
Contribute to a CX strategy that differentiates S&H through empathy, clinical
trust, and seamless digital delivery
Track and report on experience metrics including NPS, CSAT, retention, and
time-to-value
Gather patient and partner feedback and translate it into actionable
recommendations for product, clinical, and operational teams
Clinical Operations & NP Coordination
Support the scheduling, coordination, and follow-up of Nurse Practitioner
consultations across B2C and B2B channels
Maintain NP tracker integrity, monitor appointment availability, and ensure
follow-up assessments are completed to service-level standards
Work closely with clinical leadership to uphold care quality and protocol
adherence
B2B Partner & Employer Success
Support the management of employer and corporate wellness partnerships
Assist in building a customer success function that drives B2B partner retention,
utilization, and satisfaction
Contribute to reporting and ROI frameworks that communicate program value
to employer partners
Process, Quality & Technology
Identify opportunities to improve CX workflows, tools, and automation to
enhance responsiveness and personalization
Partner with product and tech teams to improve the digital patient experience
on the S&H platform
Contribute to quality management efforts across the organization, supporting a
culture of continuous improvement
Risk & Compliance
Ensure customer-facing interactions comply with relevant healthcare
regulations and privacy standards (PIPEDA, provincial health authorities)
Flag and help mitigate risks in patient experience and clinical coordination
workflows

What You Bring
36 years of experience in Customer Experience, Patient Experience, Health
Services, or a related operational role
Background in digital health, telehealth, wellness, or regulated healthcare is a
strong asset
Comfortable working across both B2C and B2B environments in a fast-paced,
high-growth setting
Analytical mindset with experience working with CX data, dashboards, and
turning insights into action
Deep empathy for patients navigating health journeys, with a genuine passion
for accessible, human-centered care
Self-starter who takes ownership, works well without a large team around them,
and is motivated by the opportunity to grow into a broader leadership role over
time