Director, Digital Patient Experience

Location:

243 Consumers Road, Toronto, Ontario, M2J 4W8

At Shoppers Drug Mart, we’re innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, we’re caring and supporting our customers in new ways every day.
With more than 1,300 locally owned and operated stores from coast to coast, the Shoppers Drug Mart network is more than a great place to shop, it’s a great place to work. We’re committed to building our talented team who champion collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career and for all Canadians.

Why this role is important?

Director, Digital Patient Experience

Location: Toronto, ON (4 days per week in office)

Reports To: VP, Digital Health

Why This Role Matters

Digital health is at a transformative stage, and Shoppers Drug Mart, as Canada’s largest pharmacy chain, is at the forefront of this innovation. With the PC Health app and other initiatives, we aim to bridge the gap between in-person care and digital solutions, empowering Canadians to manage their health more seamlessly.

As Director, Digital Patient Experience, you will lead the strategic development and execution of our virtual care platform, ensuring seamless integration with our provider network and enhancing patient engagement for chronic disease management. This is an opportunity to shape the future of digital healthcare by creating solutions that empower patients and improve health outcomes.

What You’ll Do

Product Strategy & Leadership

• Own and drive the virtual care platform roadmap, aligning with business and healthcare goals.
• Develop a strategy to integrate different providers including nurses and dieticians into the platform, ensuring a seamless provider-patient experience.
• Identify and implement innovative virtual care solutions for chronic disease management, such as obesity, menopause, and other long-term health needs.
• Collaborate with internal stakeholders across pharmacy, operations, technology, and analytics to drive execution.
• Lead the end-to-end digital product lifecycle, from concept to execution, ensuring a high-quality, patient-focused experience.

Execution & Delivery

• Oversee product development and enhancements, ensuring smooth technical integrations between across our various systems and the virtual care platform.
• Drive user engagement and adoption through thoughtful design, patient feedback, and data-driven optimizations.
• Work with analytics teams to measure impact, tracking KPIs such as patient retention, satisfaction, and health outcomes.
• Ensure compliance with healthcare regulations and data privacy standards.

Cross-Functional Collaboration

• Serve as the bridge between clinical, operations and technology teams, ensuring alignment of business and patient needs.
• Influence senior leaders and stakeholders without direct authority, navigating a complex, matrixed organization to drive impact.
• Advocate for the patient experience, ensuring solutions are user-friendly, accessible, and scalable.

What You’ll Need

Must-Have Qualifications

• 5+ years of experience in digital health product management, experience in digital health or chronic disease management is preferred.
• Strong background in product strategy, execution, and analytics in a healthcare setting.
• Experience working in a matrixed organization, influencing cross-functional teams without direct authority.
• Familiarity with healthcare regulations, privacy, and compliance in digital health.
• Ability to navigate clinical and technical teams, ensuring alignment between digital product capabilities and healthcare service delivery.
• Strong analytical skills, with the ability to use data and insights to drive product decisions.

Why Join Us?

• Lead a high-impact digital health initiative that supports patients managing chronic conditions.
• Collaborate with top clinical teams and technology experts to innovate digital health.
• Work in a fast-growing, transformative healthcare space, making a measurable difference in patient outcomes.

Why work at Shoppers Drug Mart?

Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand. Benefit from a purchase discount program, competitive pay and online learning through Academy.

Take ownership of your work and find more ways to care about your work, co-workers, customers and community.

How You’ll Succeed:

At Shoppers Drug Mart Inc., we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections.

If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today.

Employment Type:

Full time

Type of Role:

Regular

Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.