Director Product Delivery - Customer Experiences
About The Position
The Product Delivery Director, Customer Experiences role is accountable for driving adoption, engagement, and usability across enterprise digital and assisted service channels. This area ensures customers, brokers, providers, and group administrators can effectively self‑serve through intuitive, reliable, and consistent experiences that reduce friction and improve outcomes across digital and contact center touchpoints. This spans member, provider, broker, and group experiences across portals and platforms such as Microsoft 365, Nuance, Genesys, IVR, PEGA, and supporting workflow solutions. Accountability includes improving channel effectiveness, optimizing end‑to‑end journeys, and ensuring experiences are measurable, scalable, and aligned to enterprise standards, enabling a cohesive, self‑service‑forward ecosystem across digital and assisted channels.
Requirements
- Requires background check.
- Proof of eligibility to work in the United States must be provided if selected for hire.
- Delta Dental will not sponsor applicants for work visas for this position.
Responsibilities
- Driving adoption, engagement, and usability across enterprise digital and assisted service channels.
- Ensuring customers, brokers, providers, and group administrators can effectively self‑serve through intuitive, reliable, and consistent experiences.
- Reducing friction and improving outcomes across digital and contact center touchpoints.
- Improving channel effectiveness.
- Optimizing end‑to‑end journeys.
- Ensuring experiences are measurable, scalable, and aligned to enterprise standards.
- Enabling a cohesive, self‑service‑forward ecosystem across digital and assisted channels.
Benefits
- Competitive base and incentive pay
- 401(k) with robust matching and non-matching contributions
- Rich medical & pharmacy benefits
- 100% employer-paid dental and vision benefits
- Holistic wellbeing program with deep financial incentives
- Generous paid time off plus 12 paid holidays and your birthday off
- Culture of growth and learning: career development; tuition reimbursement; recognition program
- Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
- Social responsibility and volunteer opportunities
- Employee discount program
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
