Empower Pharmacy · 13 hours ago
Vice President, Customer Experience & Strategy
United States
Full-time
Remote
Director/Executive
12+ years expEmpower Pharmacy is seeking a Vice President of Customer Experience and Strategy who will design and evolve the end-to-end customer experience across patient-direct and institutional segments. This role focuses on translating customer insights into effective service offerings and operational practices to drive loyalty and enterprise value, while collaborating with various departments to ensure consistent execution at scale.
Health CarePharmaceutical
Responsibilities
Lead end-to-end journey architecture across customer segments, identifying moments of truth, defining experience KPIs, and prioritizing improvements supported by data and business cases
Design tiered service offerings and success models aligned to outcomes, service levels, and economics, validating adoption and value through experimentation and analytics
Partner with Sales, Product, Support, and Operations to ensure journeys and offers are clearly understood, implemented, and measured across the organization
Establish and govern a closed-loop Voice of the Customer system using surveys, interviews, behavioral analytics, and AI-driven insights to surface opportunities and risks
Translate insight into prioritized initiatives with clear owners, timelines, and success metrics, tracking delivery and post-launch performance
Use dashboards and regular operating forums to guide decisions, allocate resources, and continuously refine experience strategy
Build and operate an experience governance model, including standards, quality gates, and readiness checks, to ensure fidelity between design intent and execution
Create enablement, training, and communication plans that drive adoption of new journeys and offers across teams
Monitor execution quality and prevent backsliding by reinforcing standards and accountability at scale
Apply AI and advanced analytics to identify friction, predict experience risk, and prioritize improvement opportunities across the customer lifecycle
Integrate predictive insights into decision-making cadences to improve speed, consistency, and effectiveness of actions
Ensure responsible, interpretable use of AI that supports trust, regulatory confidence, and long-term scalability
Build, develop, and retain a high-performing customer experience organization with strong judgment and execution discipline
Partner closely with executive and functional leaders to align experience strategy with enterprise priorities
Model customer-centric, data-driven decision-making and reinforce accountability for outcomes
Qualification
Required
12+ years of progressive leadership experience in customer experience, product, strategy, or adjacent roles
Demonstrated success designing and scaling customer journeys, service models, and insight-to-action systems
Experience leading cross-functional initiatives and influencing executive stakeholders
Bachelor's degree required
Preferred
Advanced degree preferred
Healthcare or life sciences experience is beneficial but not required
Benefits
Medical
Dental
Vision coverage
Paid time off
401(k) matching
Wellness perks
IV therapy
Compounded medications
Company
Empower Pharmacy
Compounding Pharmacy and Outsourcing Facility
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
LO3 Capital
2023-09-19Debt Financing
Leadership Team
Shaun Noorian
Founder, CEO & Executive Chairman
Dr. Scott Leuchter - PsyD, SPHR, SHRM SCP
Chief People Officer
Recent News
PR Newswire UK
2025-10-20
2025-08-13
Seattle TechFlash
2025-08-04
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