Define and execute a roadmap for AI-driven improvements to the customer journey, from onboarding to service delivery.
Identify pain points and opportunities to enhance customer interactions using predictive analytics, personalization, and automation.
Align customer experience initiatives with broader business objectives and digital transformation goals.
Lead projects that integrate AI into customer-facing processes, such as self-service tools, support workflows, and proactive engagement.
Monitor KPIs related to customer satisfaction, retention, and engagement, and adjust strategies to drive measurable improvements.

Bachelor’s degree in business, engineering, technology, or related field or equivalent experience; advanced degree preferred.
Typically requires 7+ years of relevant experience.
5+ years of experience in customer experience strategy, digital transformation, or related roles.
Demonstrated expertise in business transformation, strategy, or relevant healthcare industry roles.
Excellent communication and stakeholder management skills, with a focus on influencing cross-functional teams.
Strong ability to craft strategies that improve customer satisfaction and drive measurable outcomes.
Familiarity with AI technologies and their application to customer engagement and service delivery.
Proven ability to lead complex projects and workstreams, collaborating with diverse stakeholders to drive results.
Strong financial acumen, including understanding of financial modeling (e.g., ROI, NPV, IRR, capital allocation).

Business Modernization Director

Key skills