AIM 28 Business Modernization Director

McKesson•Irving, TX

1d•Remote

About The Position

McKesson is seeking to add an AIM 28 Business Modernization Director. The AIM 28 Business Modernization Director for Customer Experience will shape how AI transforms McKesson’s end-to-end customer journey. This role focuses on driving outcomes that enhance customer engagement, streamline processes, and deliver measurable improvements in experience. The ideal candidate has experience in AI, transformation work, and strategic implementation, with a strong ability to craft strategy and execute for results.

Requirements

Bachelor’s degree in business, engineering, technology, or related field or equivalent experience; advanced degree preferred.
Typically requires 7+ years of relevant experience. Less years required if has relevant Master’s or Doctorate qualifications.
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.
Skilled at challenging assumptions, probing ideas, and fostering innovative approaches to achieve better business outcomes.
Proven ability to create frameworks and synthesize insights across programs, ensuring consistency, alignment, and integration across multiple initiatives.
Strong financial acumen, including understanding of financial modeling (e.g., ROI, NPV, IRR, capital allocation).
Exceptional communication skills with the ability to craft compelling narratives that influence executive decision-making and alignment.
Demonstrated success in driving organizational change, resolving complex issues, and influencing senior stakeholders.
Ability to build credibility and rapport with senior leaders, influence without direct authority, and drive cultural and organizational transformation.
Thrives in dynamic, evolving environments, quickly adjusting to shifting priorities and taking on new responsibilities to deliver business impact.
Must be authorized to work in the US unrestricted – This position is not eligible for sponsorship.

Responsibilities

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.
Collaborate with customer-facing teams to ensure consistent and impactful customer experiences.
Monitor KPIs related to customer satisfaction, retention, and engagement, and adjust strategies to drive measurable improvements.
Partner with Finance to develop and maintain robust business cases for initiative.
Track KPIs and ensure value realization for customer experience initiatives and provide actionable insights to ensure delivery of expected financial and strategic outcomes.
Champion a customer-first mindset across the organization, promoting adoption of AI-enabled tools that improve service quality.
Communicate process changes and AI impacts clearly to stakeholders at all levels.
Promote adoption of new processes and foster a culture of continuous improvement.
Engage and influence top executives, building trust and credibility to drive adoption of modernization initiatives.
Contribute to enterprise process improvement frameworks and best practices.
Ensure compliance with data governance, privacy, and ethical AI standards.
Stay current on emerging AI technologies and process improvement methodologies.
Recommend innovative solutions and pilot new approaches.
Share insights and lessons learned across the organization.
Support evaluation of build / buy / partner approaches across technology landscape.
Other duties as assigned.