The Director of Consumer Experience leads a high-performing team of CX professionals, fostering a culture of accountability, innovation, and results. As a key member of the Strategy & Performance Leadership Team, this role drives the development and execution of impactful consumer experience programs that improve performance metrics and elevate member satisfaction. The director partners across clinical, operational, administrative, and health plan functions to design and implement practical, member-focused solutions aligned with regional and enterprise strategies. With clear accountability for regional CX initiatives, this leader translates strategy into measurable, lasting improvements across the consumer journey while scaling team capabilities and connecting local efforts to broader organizational goals. Oversees and directs team(s) of consultants to ensure the alignment, buy-in, and coordination of diverse stakeholders to drive the implementation of successful business initiatives and projects. Directs the development and implementation of complex business initiatives, systems, and/or processes to a desired future state. Drives the development of business strategy and ensures alignment and prioritization of long-term organizational objectives and business initiatives. Oversees the management of complex projects or project components, directs large and complex change management plans, and directs team members in performing complex data analyses to drive business initiatives. Oversees vendor management as required. Monitors and takes accountability for the compliance of team work activities by ensuring business plans and team members adhere to relevant policies and procedures.