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.

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.

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

1
Earn HIPAA for Leaders training and pursue CCXP or CPXP to validate CX and healthcare expertise.
2
Build a portfolio: implement a small-scale VOC program (e.g., Qualtrics/Medallia), analyze results, and present a CX roadmap with quantified ROI.
3
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.