Description

• Drive implementation of MedVet’s Client and Referral Partner Experience strategies with consistent, measurable outcomes informed by market insights and enterprise priorities.
• Build and maintain the Experience roadmap, including milestones, metrics, and accountability across both journeys.
• Deploy best practices for listening to, interpreting, and acting on Client and Referral Partner feedback to drive continuous improvement.
• Identify market gaps and implement solutions to strengthen MedVet’s position as the preferred specialty and emergency provider while increasing loyalty among key audiences.
• Support marketing and branding initiatives that reinforce the Client and Referral Partner Experience.

• Lead the Experience Manager, overseeing Client and Referral Partner surveying, analytics, experience reporting, LMS administration, and RACE credit applications.
• Oversee the Referral Partner Liaison program, including staffing, operations, performance, and reporting.
• Own the Compassionate Communication Skills curriculum, leveraging Experience team and SME contributions for content development while partnering with the Experience Manager for LMS administration and RACE credit applications.
• Develop direct reports and the broader Experience team in communication, relationship management, and data-informed practices.

• Lead through influence with healthcare, clinical services, and operations teams to embed experience insights into behaviors and decision-making.
• Partner with the Director of Social Work and healthcare leaders on Client Experience strategy execution.
• Collaborate with Marketing to align communications, campaigns, and initiatives with the Client and Referral Partner Experience strategy.

• Minimum of 10 years of experience in Customer Experience, Client Experience, healthcare operations, or a related field required. Master’s degree preferred; healthcare experience required.
• Additional qualifications include:
• Demonstrated success leading CX programs and driving measurable experience improvement.
• Proven ability to lead through influence with clinical, operational, and executive stakeholders.
• Strong analytical skills with the ability to translate data into strategy and action.
• Deep communication expertise with the ability to train and coach teams to communicate with clarity and empathy.
• Ability to develop a working knowledge of the veterinary and specialty/emergency care environment.
• Excellent interpersonal, organizational, written, and verbal communication skills.
• Strong public speaking and presentation skills.
• Ability to work effectively across all levels of the organization.
• Highly professional, self-directed, and possessing a strong work ethic.
• Ability to travel up to 30% to MedVet hospital locations nationwide.
• Ability to lift and carry up to 30 pounds occasionally.