Senior Director, Pharmacy Experience and Transformation

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?

Reporting to the VP, Pharmacy Operations, Clinical Excellence and Transformation , the Senior Director, Pharmacy Experience and Transformation will lead the strategy and execution of transformational initiatives shaping the future of pharmacy at Shoppers Drug Mart.

This role will own the pharmacy AI, technology, automation and optimization agenda , while ensuring that the patient and pharmacy team experience remains at the centre of transformation. The successful candidate will identify and scale opportunities that improve how patients access and experience pharmacy care, simplify pharmacy workflows, enhance team member experience and deliver measurable operational and business value.

Working closely with Pharmacy Operations, Technology, Digital, Clinical Excellence, and other cross-functional partners, this leader will translate emerging capabilities, patient and team insights, and business opportunities into a clear transformation strategy and roadmap. They will be comfortable operating at both the strategic and execution level, taking initiatives from early-stage discovery and business case development through implementation, adoption, and scale.

What You’ll Do

- Define and lead the Pharmacy Experience and Transformation strategy and roadmap, with a strong focus on AI, automation, technology and the evolving needs of patients and pharmacy teams.

- Own the pharmacy AI agenda, identifying and prioritizing opportunities to apply AI and emerging technologies to improve patient experience, pharmacy workflows, team member experience and operational performance.

- Lead a portfolio of key transformation initiatives, including Experience Insights & Analysis, Pharmacy Experience Program (PEP), Rx Delivery, AI Call Agent and Assisted Data Entry.

- Translate strategic opportunities into scalable solutions, leading initiatives from discovery, concept development and business case through implementation, adoption and value realization.

- Champion a patient- and team-centred approach to transformation, ensuring new technology and process changes make pharmacy interactions simpler, more seamless and more meaningful.

- Identify opportunities to redesign, simplify and automate pharmacy workflows, reducing administrative burden and enabling pharmacy teams to spend more time supporting patients and delivering care.

- Use patient feedback, pharmacy team insights, operational data, market trends and emerging technology to identify opportunities and shape the future pharmacy experience.

- Partner closely with Pharmacy Operations, Technology, Digital, Clinical Excellence and other teams to align business priorities, technology capabilities and investment against the transformation roadmap.

- Lead experience discovery and analysis to better understand patient and team member pain points, unmet needs and emerging expectations, and translate those insights into actionable transformation priorities.

- Establish clear success measures across patient experience, pharmacy team experience, operational performance and financial value, and monitor outcomes to ensure initiatives are delivering meaningful impact.

- Build alignment across senior stakeholders and cross-functional teams, bringing clarity and structure to complex transformation opportunities and driving decisions required to move initiatives forward.

- Lead and develop a high-performing team with a strong culture of strategic thinking, innovation, experimentation, accountability and execution.

What You’ll Need

- Senior leadership experience in strategy, AI, digital transformation, technology, customer experience or large-scale business transformation.

- Demonstrated ability to develop transformation strategies and take complex initiatives from concept and business case through implementation and scale.

- Strong understanding of AI, automation and emerging technologies, and how they can be applied to improve customer or patient experience, frontline workflows and operational efficiency.

- Strong strategic thinking and problem-solving skills, with the ability to bring structure and direction to complex or ambiguous opportunities.

- A strong human-centred mindset, with demonstrated ability to translate patient, customer and frontline team needs into meaningful experience improvements.

- Strong business acumen, including the ability to assess opportunities, build compelling business cases and connect transformation investments to measurable value.

- Proven ability to lead complex, cross-functional initiatives across operations, technology, digital and business teams.

- Strong executive communication, stakeholder management and influencing skills, with the ability to align senior leaders around a transformation agenda.

- Experience using data, insights and performance measures to inform strategy, prioritize opportunities and assess impact.

- Experience in pharmacy, healthcare, retail, technology, consulting or another complex operating environment.

- Demonstrated ability to lead and develop high-performing teams through significant change and transformation.

- Post-Secondary education in Industrial or Process Engineer / Technology / Business/ Healthcare or Operations

- 7-10 years' experience, retail preferred

- MBA or relevant advanced degree is an asset.

- Must be available to travel across Canada as required.

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.

Hiring Range / Échelle salariale à l’embauche :

$145,000.00 - $195,000.00 / 145.000,00$ - 195.000,00$ (per year / par an)

A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.

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