CX Strategy Director

Lumeris

4d•$133,200 - $180,900•Remote

About The Position

The CX Strategy Director is the principal architect of our member journey, responsible for how member interactions are mapped, orchestrated, and optimized across all products and touchpoints. Reporting directly to the Vice President, Marketing and Experience, this role owns our end-to-end journey management practice, establishing the standard enterprise-wide framework for how we build, manage, and track member pathways. Operating at the intersection of high-level strategic systems thinking and hands-on operational execution, this leader acts as a central operational partner to cross-functional teams (including Quality, Care Management, Network, Provider Engagement, Clinical, and Technology). In this unique capacity, they collaboratively partner with business leaders to identify and prioritize strategic experience gaps, while taking ownership of designing, building, delivering, and measuring those journeys. Operating as a highly specialized senior individual contributor, this role drives enterprise-wide execution through advanced cross-functional influence and matrixed leadership. The ideal candidate is an audience-obsessed systems thinker who serves as the primary business sponsor, orchestrator, and consumer of our Member 360 data strategy—partnering closely with Enterprise Data as the technical builders and architects—to leverage unified member insights, drive our digital portal and mobile app roadmaps, and serve as our ultimate champion to elevate health plan quality and clinical outcomes.

Requirements

12+ years of experience in customer/member experience strategy, journey management, customer success, or product strategy, with a track record of building and operationalizing experience frameworks from scratch. Experience must demonstrate a strong capability to execute in a senior individual contributor capacity, managing highly complex, multi-dimensional projects.
Deep understanding of healthcare operations, managed care, or health plan ecosystems, with direct experience utilizing CX strategies to move regulatory and quality metrics (STARS, CAHPS, HEDIS, HOS).
Demonstrated comfort operating in a high-ownership, lean team environment. Must possess the ability to write executive-level strategy slides on one day, and draft front-line scripts or build tracking sheets the next.
Strong proficiency with digital product road mapping (portals, apps) and modern CX platforms. Understanding of data systems, CRM tools (e.g., Salesforce), and analytics tools (e.g., Tableau, Power BI) required to build "Member 360" views.
Outstanding ability to influence senior cross-functional leaders (clinical, technical, operations) and align stakeholders around a single execution plan without direct reporting lines.
Bachelor’s degree in Healthcare Administration, Business, Marketing, or a related field

Nice To Haves

Master’s or relevant certifications like CCXP or Six Sigma preferred

Responsibilities

Build and operationalize a standardized, enterprise-wide framework from the ground up for how member journeys are mapped, tested, deployed, and tracked.
Define and enforce journey campaign structures, channel hierarchies, and communication standards to ensure a highly consistent and brand-aligned member experience.
Continually audit active journeys and touchpoints to identify drop-off points, operational bottlenecks, or messaging friction, executing structured interventions to optimize paths. Analyze and optimize the senior member journey, specifically accounting for the unique digital literacy levels, age-in transitions, and accessibility needs of our Medicare Advantage population.
Move journeys from initial strategic design to live, operational pathways, ensuring continuous performance monitoring and iterative refinement.
Partner with Quality, Clinical, Care Management, Network, and Provider Engagement leaders to analyze data, identify systemic pain points, and collaboratively align on target experience areas and strategic priorities.
Take absolute, end-to-end operational ownership of designing, building, integrating, and delivering these prioritized journeys across internal departments.
Act as the master coordinator across siloed business units to ensure seamless member transitions, digital tracking, and clean operational handoffs.
Indirectly guide and orchestrate the work of cross-functional Managers and highly skilled contributors across the enterprise, successfully managing complex workstreams without reliance on a direct reporting structure.
Lead the strategic feature prioritization and operational rollout of our member portal and mobile app, ensuring our digital tools exceed member expectations and drive retention.
Serve as the hands-on business architect for our digital tools, directly writing business requirements and translating raw member feedback and user behavior into technical UX user stories and digital tagging requirements for product development teams.
Design and execute scalable strategies that accelerate digital registration, benefit navigation, and digital self-resolution of common member inquiries.
Bridge direct member feedback and technical UX/product development, translating user behavior and complaints into product enhancements and digital tagging requirements.
Act as the primary business sponsor and partner to Enterprise Data for the "Member 360" initiative. Define the critical business and experience requirements, ensuring that the enterprise data ecosystem empowers personalized digital touchpoints, journey orchestration, and frontline empathy.
Build and manage real-time feedback mechanisms (digital intercept surveys, NPS, focus groups, and complaint analytics) to capture raw member sentiment.
Translate complex member behavior and operational data into clear, plain-language insights and dashboards for executive decision-making.
Directly link member experience enhancements to key quality metrics, driving targeted experience campaigns that elevate CAHPS, HEDIS, and HOS outcomes. Ensure all member journey frameworks and digital touchpoints strictly adhere to CMS marketing and communications regulations, while deploying targeted interventions that directly elevate MA-specific CAHPS and HOS outcomes.
Build standard, high-velocity protocols to resolve escalated member issues, and lead deep-dive root-cause analyses to prevent future systemic failures.
Align experience strategies with provider relations and network operations, ensuring that external clinical partners are supported in delivering frictionless member care navigation.