Director, Digital Strategy

CareSource•Dayton, OH

3d•$113,000 - $197,700•Onsite

About The Position

The Director, Digital Strategy is responsible to drive innovation and next generation of digital solutions that go beyond typical health plan services. This role involves defining and developing personalized programs to increase engagement among members, providers, and influencers, establishing clear objectives and success metrics, and directing performance measurement. The position requires strong collaboration across business areas, directing and developing the digital team, and aligning technology with business needs to deliver best-in-class digital experiences. A key aspect is defining the omni-channel customer experience and driving adoption of self-serve channels. The role also supports digital transformation by influencing mindset, behavior, and culture, and building a high-performing digital strategy team. Managing external vendor partners and optimizing end-to-end customer experiences are also core responsibilities.

Requirements

Bachelor of Arts/Science (BA/BS) degree in Marketing, IT, Business, Communication or other related field or equivalent years of relevant work experience is required
A minimum of ten (10) years of experience in successfully managing and delivering digital solutions and/or services is required
Experience in digital strategy, social media, digital design customer facing solutions (web, mobile) is required
Expertise in creating and promoting a digital experience road map that balances user needs with business objectives
Strong partnership skills and ability to seamlessly work across reporting lines with cross functional groups
Excellent analytical and communication skills, particularly in the ability to analyze data
Successful track record of managing large projects, under tight timelines
Experience tracking emerging trends in user behaviorand developing customer-centric solutions
Big picture thinking complimented by detail orientation
Strong problem-solving skills
Superb presentation skills. Ability to communicate vision and insights to create a compelling call to action
Ability to demonstrate innovative approaches to complex problems, including how technologies can be applied in practice to solve business challenges
Interpersonal and communication skills, and ability to effectively interact with senior executives and work independently
Empathy, understanding and a passion for user centered design of our customers’ experiences
Experience overseeing budgets

Responsibilities

Work cross-functionally to create a digital strategy and roadmap; define clear audience segmentation and promote digital evolution
Define, develop and deploy personalized programs that drive engagement and increased engagement among key stakeholders including members, providers and influencers
Establish clear objectives and success metrics; direct performance measurement, reporting and analysis
Ensure strong collaboration and partnership across business areas
Direct and develop digital team
Provide direction to align technology with business needs to deliver best-in-class member and provider digital experiences across all markets and products
Define our omni-channel customer experience, driving customer adoption of, and continued engagement with, self-serve channels for day-to-day transactions. This will require partnership with stakeholders across the business.
Support digital transformation within the business, strongly influencing the mindset, behavior and culture of the organization
Hire and develop a digital strategy team that is recognized as delivering best practice for digital transformation
Manage external vendor partners to support digital initiatives
Define exceptional experiences for our customers through the optimization of their end-to-end experiences of our products and associated support, care and adoption journeys
Perform any other job duties as requested