Own and evolve the U.S. Employer CX delivery roadmap, ensuring strong alignment across products, portfolios, lines of business, and enterprise initiatives
Create a clear line of sight between CX priorities and business outcomes, translating strategy into in‑year impact
Represent CX as a trusted business input in portfolio planning and enterprise forums
Partner closely with Product, Operations, Digital, Finance/Affordability, and Marketing to coordinate and scale CX initiatives
Align CX work across teams to reduce friction, improve efficiency, and strengthen trust
Influence without authority in a matrixed environment, bringing clarity and momentum to complex work
Design and govern a CX measurement framework tied to business value, including KPIs, scorecards, and progress tracking
Establish and maintain a single, credible source of truth for CX metrics across the organization
Ensure CX investments are measurement‑led, with clear targets, accountability, and value realization
Champion innovation that improves customer experience while supporting affordability, growth, and operational excellence
Balance near‑term delivery with alignment to longer‑term health plan evolution and enterprise priorities
Lead and develop team members focused on CX metrics, reporting, and portfolio integration
Establish clear operating rhythms, expectations, and accountability
Foster a culture of curiosity, ownership, and continuous improvement

Minimum of 10 years of experience in customer experience, product management, innovation, or related leadership roles
Demonstrated success leading complex, cross‑functional initiatives in large, matrixed organizations
Proven ability to translate strategy into measurable business outcomes
Strong analytical, financial, and strategic planning capabilities
Experience building credibility and influencing senior stakeholders
Experience within health insurance, healthcare, healthcare technology, or highly regulated industries (preferred)
Deep understanding of customer journeys, operating models, and regulatory environments (preferred)
Hands‑on experience with design thinking, agile methodologies, or structured innovation frameworks (preferred)
Bachelor’s degree or equivalent experience (degree preferred, not required)

Customer Experience & Innovation Director

Key skills