CX Strategy Director

Job Summary

Driving the optimization of member interactions, the full-time CX Strategy Director will manage the end-to-end journey management practice, collaborating with cross-functional teams to enhance member experiences across all products and touchpoints in a remote setting.

Key Responsibilities

• Build and operationalize a standardized framework for mapping, testing, and tracking member journeys
• Collaborate with various departments to identify and prioritize experience gaps and oversee the delivery of optimized journeys
• Lead the strategic development and rollout of digital tools, ensuring they meet member needs and drive retention

Required Qualifications

• 12+ years of experience in customer/member experience strategy or journey management, with a proven ability to manage complex projects
• Deep understanding of healthcare operations and experience with CX strategies that impact regulatory and quality metrics
• Strong proficiency in digital product road mapping and familiarity with data systems and analytics tools
• Outstanding ability to influence cross-functional leaders and align stakeholders without direct reporting lines
• Bachelor's degree in Healthcare Administration, Business, Marketing, or a related field; Master's or relevant certifications preferred