Director of Customer Experience

Job Summary

Leading the end-to-end provider experience strategy, the full-time remote Director of Customer Experience will manage provider onboarding, workflow improvements, and cross-functional alignment to enhance the overall provider journey.

Key Responsibilities

• Own the provider experience strategy and improvement roadmap across key value streams
• Develop insights into provider needs and pain points using research and operational data
• Lead cross-functional collaboration to ensure alignment on provider-facing workflows and initiatives

Required Qualifications

• Bachelor's degree or equivalent experience in customer experience, business, marketing, or a related field
• Eight or more years of experience in customer experience, journey management, or program management
• At least three years of experience leading complex cross-functional initiatives
• Proven ability to develop end-to-end journey strategies and manage improvement roadmaps
• Strong skills in stakeholder influence, communication, and change management