Head of Customer Experience, Health Tech

Career Guide

Leads the customer experience for digital health products, aligning support, onboarding, and service design across patients, providers, and enterprise clients. Oversees feedback programs, metrics, and process improvements while ensuring privacy and regulatory compliance.

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Key Responsibilities

Define CX strategy and roadmap across patient, provider, and enterprise journeys
Build and run feedback programs (NPS/CSAT) and turn insights into action
Design and optimize service processes, SLAs, and escalation pathways
Oversee support/contact center operations, tools, QA, and workforce management
Partner with Product, Clinical, and Compliance to embed CX into releases and workflows
Implement and manage CX tech stack (CRM, ticketing, telephony, survey/analytics)
Ensure HIPAA/privacy compliance in data collection, communications, and training

Career Progression

Can Lead To

Vice President, Customer Experience

Chief Customer Officer

Chief Experience Officer (CXO)

Transition Opportunities

Head of Customer Success (Health Tech)

Director of Product Management (Health Tech)

Director of Operations (Digital Health)

Patient Experience Director (Health System)

Common Skill Gaps

Often Missing Skills

HIPAA and healthcare regulatory knowledgeContact center operations and WFM at scaleVoice-of-customer program design and survey analyticsIntegrating CX with clinical workflows and EHRsJourney mapping and service blueprinting

Development SuggestionsComplete HIPAA/privacy training and CPXP/CCXP prep; design a pilot VOC program and journey map for a health product, then report impact using NPS/CSAT and retention metrics.

Market Intelligence Report

Head of Customer Experience, Health Tech is part of the Customer Success category.Explore our market intelligence report to see how AI and hiring demand are shifting for these roles.

See the market intelligence report

Salary & Demand

Median Salary Range

Entry Level$120,000–$160,000

Mid Level$160,000–$210,000

Senior Level$210,000–$300,000

Growth Trend

growing — Digital health expansion and higher patient expectations boost CX demand

Companies Hiring

Major Employers

Teladoc HealthAmwellUnitedHealth Group (Optum)

Industry Sectors

Digital Health & Health TechTelehealth ServicesHealth Insurance & Managed CareElectronic Health Records (EHR)

Recommended Next Steps

Earn HIPAA for Leaders training and pursue CCXP or CPXP to validate CX and healthcare expertise.

Build a portfolio: implement a small-scale VOC program (e.g., Qualtrics/Medallia), analyze results, and present a CX roadmap with quantified ROI.

Shadow a clinical support/contact center for 2–4 weeks and lead a pilot to improve first-response time and CSAT using Service Cloud or Zendesk.