Director, Customer Experience Strategy & Enablement

Teladoc Health

1d • $160,000 - $180,000

About The Position

Join the team leading the next evolution of virtual care. At Teladoc Health, you are empowered to bring your true self to work while helping millions of people live their healthiest lives. Here you will be part of a high-performance culture where colleagues embrace challenges, drive transformative solutions, and create opportunities for growth. Together, we’re transforming how better health happens. Summary of Position The Director, Customer Experience Strategy & Enablement is responsible for shaping the human elements of the customer experience, including tone, continuity, empathy, follow‑through, and trust, and ensuring they become part of how the organization operates day to day. This role is focused on designing the systems, language, rituals, and enablement that allow teams across Teladoc to deliver experiences that feel personal, empowering, and human at scale. This role sits within TeladocNext Studio, a labs environment working on product and experience acceleration. This leader partners with customer experience, product, design, operations, clinical, marketing, and support teams. The Director will turn CX vision into practical tools, such as playbooks, operating standards, measures, training, and change‑adoption mechanisms, that can be leveraged across the enterprise. Over time, this role helps formalize the organization’s experience model, establish repeatable ways of working, and embed customer‑centric practices into new initiatives and future roadmaps, ultimately creating a scalable and durable CX capability across the enterprise.

Requirements

• 10+ years experience in customer experience design, service design, enablement, hospitality, healthcare, or premium service environments.
• Proven experience building operating systems, not just concepts or frameworks.
• Strong bias toward action, testing, and iteration.
• Comfortable leading influence-based change without direct ownership of delivery teams.
• Experience working in startup or transformation environments.

Nice To Haves

• Healthcare experience is helpful but not required.
• Hospitality, premium retail, fitness, or member- based service backgrounds are strongly valued.
• Preference for experience with dedicated service design tools like Smaply or similar.

Responsibilities

• Work with the CX stakeholders to define and continuously evolve the Teladoc CX standards, including the principles, service expectations, and signature behaviors that should shape the end-to-end customer experience.
• Partner with Product, Design, Clinical, Operations, Service, and Analytics leaders to embed CX expectations into workflows, tools, policies, and delivery models.
• Build the CX operating system for Teladoc, including standards, playbooks, design criteria, service blueprints, language guidance, governance, and working rituals.
• Translate CX strategy into practical assets that teams can apply in day-to-day work, including enablement materials, toolkits, journey frameworks, and decision support.
• Drive CX enablement and change adoption across a matrixed organization, helping teams understand what is changing, why it matters, and how to operationalize it effectively
• Partner closely with TeladocNext Studio teammates to ensure rapid experiments inform CX standards and that CX insights shape future experimentation priorities.
• Define how Teladoc should deliver trust, continuity, confidence, clarity, and a sense of “having your back” across key customer moments.
• Establish a practical measurement framework for CX, including standards adherence, experience quality, adoption of new practices, and leading indicators tied to customer trust, engagement, and business outcomes.
• Create lightweight governance mechanisms that drive alignment, accelerate execution, and maintain high standards without adding unnecessary process burden
• Support executive storytelling and organizational alignment by making the Teladoc One experience model clear, tangible, and actionable.
• Help shape the long-term roadmap for CX capabilities beyond Teladoc One, using this work as the foundation for broader Teladoc experience maturity.

Benefits

• In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2026.
• We follow a Flexible Vacation Policy, intended for rest, relaxation, and personal time.
• You will also receive 80 hours of Paid Sick, Safe, and Caregiver Leave annually.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed