Director, Member Experience

VNS Health • New York, NY

28d

About The Position

Leads the operational execution of the Health Plan Member Experience strategy, ensuring consistent delivery of a high-quality, member-centric experience across all products and touchpoints. This role partners closely with Health Plan leadership and shared services teams to translate strategic priorities into actionable initiatives that improve member satisfaction, loyalty, retention, and CAHPS performance. The Director drives cross-functional implementation of member experience programs, service model enhancements, journey improvements, and feedback mechanisms. Using data and member insights, this role identifies opportunities to optimize processes, reduce friction, and strengthen engagement across the member lifecycle. The Director serves as a champion of the member perspective, fostering a culture of accountability, continuous improvement, and service excellence within operational teams. This position leads and develops a high-performing team and collaborates broadly to ensure member experience initiatives are executed efficiently, measured effectively, and aligned with VNS Health's mission, values, and strategic objectives.

Requirements

• Bachelor's Degree Healthcare Administration, Public Health, Health Policy, Communications, or a Related Field required
• Minimum of eight years hands-on experience leading, developing and conducting qualitative employee and consumer research and employee training programs and consumer communication strategies required
• Demonstrated success implementing member experience initiatives that improve satisfaction, CAHPS, retention, and operational performance required
• Demonstrated experience in the development and implementation of adult education and training programs required
• Experience leading cross-functional initiatives and change management efforts in complex healthcare environments required
• Demonstrated ability to influence leaders and operational teams without direct authority required
• Strong working knowledge of Medicare Advantage preferred
• Experience working with and advocating for vulnerable populations preferred
• Experience interfacing directly with patients in a healthcare setting preferred

Nice To Haves

• Master's Degree Healthcare Administration, Public Health, Health Policy, Communications, or a Related Field preferred

Responsibilities

• Serves as a champion and advocate for the member perspective, ensuring member insights inform operational improvements and experience design.
• Leads analysis of member data, journey mapping, complaints, CAHPS, and operational metrics in partnership with BIA and shared services to identify improvement opportunities and trends.
• Drives cross-functional implementation of member-centric processes and service improvements across Health Plans and operational teams.
• Oversees development of member-facing communication standards, scripting, digital content alignment, and service protocols to ensure clarity, compliance, and consistency.
• Oversees development and deployment of training and reinforcement programs that enable member-facing teams to deliver a consistent, high-quality member experience.
• Leads change management initiatives tied to member experience improvements, ensuring adoption of new processes, tools, and behaviors across teams.
• Leads member journey redesign initiatives and improvement projects, establishing goals, timelines, and measurable outcomes.
• Builds and leads a high-performing team that models VNS Health core values and reinforces a member-centric culture across operational teams.
• Implements feedback mechanisms and dashboards to monitor member satisfaction, operational performance, and initiative impact; regularly reports progress to senior leadership.
• Collaborates across Health Plans and operational departments to proactively identify risks to member experience and implement mitigation strategies.
• Participates in special projects and performs other duties as assigned.

Benefits

• Referral bonus opportunities
• Generous paid time off (PTO), starting at 30 days of paid time off and 9 company holidays
• Health insurance plan for you and your loved ones, Medical, Dental, Vision, Life and Disability
• Employer-matched retirement saving funds
• Personal and financial wellness programs
• Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care
• Generous tuition reimbursement for qualifying degrees
• Opportunities for professional growth and career advancement
• Internal mobility, generous tuition reimbursement, CEU credits, and advancement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Director