CX Strategy Director

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and implement a standardized enterprise-wide framework for mapping, testing, deploying, and tracking member journeys.

• Establish and uphold journey campaign structures, channel hierarchies, and communication standards.

• Conduct audits of journeys and touchpoints to pinpoint drop-off areas, operational bottlenecks, and messaging inconsistencies.

• Enhance the senior member journey for Medicare Advantage populations, focusing on digital literacy, age-in transitions, and accessibility requirements.

• Oversee journeys from strategic design to live operational pathways, ensuring ongoing monitoring and improvement.

• Collaborate with leaders in Quality, Clinical, Care Management, Network, and Provider Engagement to identify challenges and set priorities.

• Take full ownership of the design, construction, integration, and delivery of prioritized journeys.

• Coordinate across isolated business units to guarantee smooth member transitions, digital tracking, and operational handoffs.

• Manage cross-functional workstreams without direct reporting authority.

• Direct feature prioritization and operational deployment for the member portal and mobile application.

• Compose business requirements and convert member feedback and user behavior into UX user stories and digital tagging specifications.

• Develop strategies to expedite digital registration, benefit navigation, and self-resolution of member inquiries.

• Collaborate with Enterprise Data on the Member 360 initiative and outline business and experience requirements.

• Create and oversee feedback mechanisms such as digital intercept surveys, NPS, focus groups, and complaint analytics.

• Convert member behavior and operational data into insights and dashboards for executives.

• Connect enhancements in member experience to CAHPS, HEDIS, and HOS outcomes while ensuring compliance with CMS regulations.

• Establish service recovery protocols and perform root-cause analyses.

• Align experience strategies with provider relations and network operations.

⛳️ Requirements

• Minimum of 12 years of experience in customer/member experience strategy, journey management, customer success, or product strategy.

• Proven history of developing and operationalizing experience frameworks from the ground up.

• Experience working in a senior individual contributor role and managing complex, multi-faceted projects.

• Comprehensive understanding of healthcare operations, managed care, or health plan ecosystems.

• Direct experience applying CX strategies to influence STARS, CAHPS, HEDIS, and HOS metrics.

• Capability to thrive in a high-ownership, lean team environment.

• Strong skills in digital product road mapping for portals and applications.

• Familiarity with data systems, CRM tools such as Salesforce, and analytics platforms like Tableau and Power BI.

• Ability to influence senior cross-functional leaders and align stakeholders without direct reporting lines.

• Bachelor’s degree in Healthcare Administration, Business, Marketing, or a related field.

• Authorization to work in the United States is required; visa sponsorship is not available.

🏝️ Benefits

• Medical, Vision, and Dental Plans.

• Tax-Advantage Savings Accounts (FSA & HSA).

• Life and Disability Insurance.

• Paid Time Off (PTO, Sick Time, Paid Leave, Volunteer & Wellness Days).

• Employee Assistance Program.

• 401k with company match.

• Employee Resource Groups.

• Employee Discount Program.

• Learning and Development Opportunities.

• Performance-based incentive and/or equity may be available depending on the position.