Director of Member Experience - Hybird (Irvine, CA)

OneDigital•Irvine, CA

22d•Hybrid

About The Position

Employee Benefits is the core of our business and at our heart we are a people-focused organization. Every day, we help over 100,000 employers give their employees peace of mind by providing health, pharmacy, long and short-term disability, vision, dental and other insurance solutions. What makes us unique is that we can surround our clients with more services and more technology-based tools and a team of advisors that simply cares more than anyone else. If you want a career giving people the reassurance that they can have access to the health care they need for themselves and their loved ones, join OneDigital. Our Newest Opportunity: The Employee Experience Leader is responsible for leading the end-to-end employee-facing benefits experience across OneDigital’s client portfolio. This role owns the full employee journey — from pre-enrollment education through benefits technology enablement, enrollment execution, and post-enrollment advocacy — ensuring employees understand, value, and effectively use their benefits. This is a senior leadership role that blends strategy with hands-on leadership. The Member Experience Leader sets direction and operating models, while also working closely with teams to solve problems, improve processes, and deliver high-quality outcomes for employees and clients. The role partners closely with Market and Corporate Leadership to design scalable service models, lead key transformation initiatives, and ensure the employee experience is a core driver of client satisfaction, retention, and growth. General Responsibilities: Responsible for driving a consistent, high-quality employee experience across the Employee Benefits division. Lead and develop cross-functional teams focused on Client Advocacy, Benefits Technology, and Employee Engagement & Education. Serve as a key member of the Market Leadership Team, contributing to strategic decision-making and organizational growth. Own the employee experience operating model and ensure alignment across Account Management, Consulting, Client Success, Advocacy, and Technology. Represent the employee experience strategy in client, prospect, and internal leadership conversations. Develop and strengthen the leadership bench within the Member Experience organization, including mentoring emerging people managers and maintaining direct reports as needed to support team growth and performance. Leadership & Scope Operating Model The Member Experience Leader is a strategic, hands-on people leader who operates as both a leader of leaders and a builder of future leaders. This role sets vision, priorities, and standards for the Employee Experience organization, while remaining actively engaged in team development, execution, and day-to-day problem solving. This leader is expected to: Maintain a strong understanding of the full employee benefits lifecycle. Speak fluently to the employee experience model in client and prospect meetings. Work closely with team leads and managers to coach, develop, and shape future people leaders. Maintain direct reports and provide hands-on leadership where teams are still maturing. Stay close enough to the work to identify gaps, remove obstacles, and continuously improve delivery models. As the organization evolves, this role will intentionally focus on: Building leadership capability across Client Advocacy, Benefits Technology, and Employee Engagement. Developing team leads into effective people managers and strategic operators. Gradually shifting from direct people management to a broader leader-of-leaders model over time, as teams and leaders mature. This role does not require deep technical expertise in every functional area, but does require the ability to roll up sleeves, engage directly with teams, and lead through influence, coaching, and example. Direct Reporting Teams The following functions report directly to the Employee Experience Leader: Client Advocacy Benefits Technology Employee Engagement & Education Essential Duties and Responsibilities (include but are not limited to): Member Experience Strategy & Lifecycle Leadership Define and own the employee experience vision and operating model across the benefits lifecycle. Lead pre-enrollment education, enrollment enablement, and post-enrollment advocacy strategies. Ensure seamless handoffs, accountability, and service quality across the employee journey. Organizational Design & Team Leadership Lead and develop cross-functional teams across Client Advocacy, Benefits Technology, and Employee Engagement & Education. Establish role clarity, accountability, and service standards. Mentor and develop talent, building strong future people leaders. Operating Model Transformation Partner with Account Management to redesign the Open Enrollment delivery model. Lead the transition of OE deliverable production to Account Managers. Re-evaluate Engagement team structure and future-state scope. Strategic Leadership: Avante Partnership & AI Enablement Serve as senior internal leader for the Avante strategic partnership. Align Avante capabilities to employee experience strategy and key client accounts. Drive high-impact use cases, adoption, and continuous improvement. Technology, Automation & Systems Integration Partner with Benefits Technology to transition from manual enrollment to live carrier connections. Lead year-end readiness and ensure technology improves employee outcomes. Advocacy Service Standards & Stewardship Define service standards and stewardship frameworks for Advocacy. Establish dashboards and feedback loops to drive continuous improvement. Client & Strategic Relationships Serve as a senior employee experience leader in client and internal conversations. Build strong partnerships across Consulting, Sales, Account Management, Client Success, and Technology. Cultivate strategic relationships with carrier and technology partners. Market Analysis and Strategy Monitor experience trends and service performance. Use data and feedback to refine service models and improve scalability.

Requirements

Strong verbal and written communication skills with the ability to influence and collaborate across teams.
Proven experience leading cross-functional service, operations, or technology-enabled teams.
Solid understanding of employee benefits, employee advocacy, and HR technology.
Strategic thinker with a practical, hands-on leadership style.
Comfortable working in ambiguity and leading teams through change.
Ability to work with clients and partners at a strategic level
Ability to travel within assigned region and to corporate office as needed.
Bachelor’s degree
10+ years’ experience in employee benefits, HR technology, service operations, or related field.
5+ years’ experience leading and developing teams.
Current life and health insurance license required
Proficiency in Microsoft Office and enterprise business systems.

Responsibilities

Responsible for driving a consistent, high-quality employee experience across the Employee Benefits division.
Lead and develop cross-functional teams focused on Client Advocacy, Benefits Technology, and Employee Engagement & Education.
Serve as a key member of the Market Leadership Team, contributing to strategic decision-making and organizational growth.
Own the employee experience operating model and ensure alignment across Account Management, Consulting, Client Success, Advocacy, and Technology.
Represent the employee experience strategy in client, prospect, and internal leadership conversations.
Develop and strengthen the leadership bench within the Member Experience organization, including mentoring emerging people managers and maintaining direct reports as needed to support team growth and performance.
Define and own the employee experience vision and operating model across the benefits lifecycle.
Lead pre-enrollment education, enrollment enablement, and post-enrollment advocacy strategies.
Ensure seamless handoffs, accountability, and service quality across the employee journey.
Lead and develop cross-functional teams across Client Advocacy, Benefits Technology, and Employee Engagement & Education.
Establish role clarity, accountability, and service standards.
Mentor and develop talent, building strong future people leaders.
Partner with Account Management to redesign the Open Enrollment delivery model.
Lead the transition of OE deliverable production to Account Managers.
Re-evaluate Engagement team structure and future-state scope.
Serve as senior internal leader for the Avante strategic partnership.
Align Avante capabilities to employee experience strategy and key client accounts.
Drive high-impact use cases, adoption, and continuous improvement.
Partner with Benefits Technology to transition from manual enrollment to live carrier connections.
Lead year-end readiness and ensure technology improves employee outcomes.
Define service standards and stewardship frameworks for Advocacy.
Establish dashboards and feedback loops to drive continuous improvement.
Serve as a senior employee experience leader in client and internal conversations.
Build strong partnerships across Consulting, Sales, Account Management, Client Success, and Technology.
Cultivate strategic relationships with carrier and technology partners.
Monitor experience trends and service performance.
Use data and feedback to refine service models and improve scalability.