About TELUS Health – Care Centres
At TELUS Health, we’re on a mission to empower every person to live their healthiest life. Guided by this vision, we’re harnessing the power of cutting-edge technology and embracing the individuality of every patient to shape the future of health.
TELUS Health – Care Centres is a growing, connected network of 14 best-in-class medical clinics across Canada. Our passionate, multidisciplinary care teams are supported by innovative digital platforms that enable them to deliver:
Highly personalized, data-informed care Seamless and exceptional patient experiences Effortless access to a comprehensive range of services in preventive health, primary care, mental health, wellness, and occupational health
We are reimagining how care is delivered—integrating clinical excellence with service innovation to improve the lives of Canadians.
Our team and what we’ll accomplish together
The Head of Patient Journey & Service Excellence is responsible for defining and optimizing the full end-to-end patient journey across our clinic network—from first contact to follow-up and beyond. This role applies service design, systems thinking, and programmatic leadership to build a unified, high-performing experience that supports our vision for personalized, preventative, and accessible care.
What you'll do
End-to-End Journey Ownership
Map the entire patient lifecycle, identifying friction points and experience gaps across both in-person and digital interactions Define and maintain a clear target state blueprint spanning scheduling, diagnostics, care delivery, billing, and post-visit communication
Service Design & Program Development
Apply design thinking and service design methodologies to co-create improved workflows and experience standards Develop standardized patient experience playbooks and lead experience-focused improvement programs across the network
Experience Innovation & Initiatives
Launch initiatives to improve key journey points: seamless access, communication, wait time transparency, and care continuity Ensure our experience design reflects inclusivity, personalization, and patient empowerment principles
Clinical Partnership & Alignment
Partner closely with clinical leaders, physicians, and care teams to co-design patient experience improvements that enhance—not disrupt—clinical effectiveness Ensure that service standards and journey improvements are clinically sound, realistic, and aligned with scope of practice, safety, and regulatory guidelines Support the embedding of patient experience principles into clinical touchpoints, including consults, care transitions, diagnostic handoffs, and follow-ups
Digital Experience Alignment
Collaborate with digital product, engineering, and UX teams to align patient-facing platforms with ideal experience flows Ensure that online booking, virtual visits, portals, and follow-up tools reflect and reinforce service excellence
Voice of the Patient & Feedback Loops
Build and manage a structured Voice of the Patient program (surveys, interviews, sentiment analysis) to capture actionable insights Create feedback loops with frontline staff and leadership to inform priorities and close experience gaps
Change Management & Adoption
Lead change management initiatives to embed experience standards across clinics and functional teams Collaborate with training leads to integrate service expectations into onboarding, SOPs, and ongoing education
Measurement & Reporting
Define and report on key experience metrics such as Net Promoter Score (NPS), Customer Effort Score (CES), issue resolution time, and first contact resolution Benchmark internal performance and ensure continuous improvement across sites
Qualifications
What you bring
5+ years of experience in healthcare service delivery, patient experience leadership, or service design roles Proven success mapping and improving end-to-end healthcare or customer journeys in complex or multi-site settings Expertise in service design and journey mapping methodologies (e.g., blueprinting, touchpoint audits) Deep understanding of healthcare operations including clinical workflows, scheduling, billing, and care coordination Demonstrated experience leading cross-functional collaboration with clinical, operational, and digital product teams Strong background in managing Voice of the Patient or Voice of the Customer programs Skilled in change management and cultural transformation related to service excellence Experience in private healthcare, concierge medicine, or technology-enabled care settings preferred
Why Choose TELUS Health?
At TELUS Health, you'll join a team that's genuinely committed to making healthcare more accessible and effective for everyone. You'll have the opportunity to:
Make a real impact on thousands of patients across our network Work with cutting-edge technology and innovative digital health solutions Collaborate with passionate healthcare professionals who share your vision Shape the future of preventive and personalized medicine Grow your career in a supportive, innovation-focused environment
Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.
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