Head of Digital Experience & AI

Presbyterian Healthcare Services

5d•Remote

About The Position

Presbyterian Healthcare Services seeks a visionary executive to lead the modernization of patient and member experiences through consumer-centered digital platforms. The role oversees patient- and member-facing digital capabilities, with the goal of expanding access, simplifying interactions, and strengthening engagement across the integrated delivery system and health plan. It is a key enterprise leadership role advancing the organization’s strategic digital transformation. The leader will oversee enterprise digital operations, including the unified digital platform, member and patient portals, digital front door, digital intake and scheduling, virtual care, and omnichannel communication. The role also oversees digital middleware and integration capabilities, including API orchestration, identity management, CRM integration, and interoperability between Epic and health plan platforms. It partners with Enterprise Architecture and Integration teams to ensure secure, scalable, API-first digital design. The position leads strategy, governance, and deployment of AI capabilities for member-facing applications, including self-service, virtual assistants and chatbots, personalization, next-best-action, navigation, and triage. It is responsible for responsible-use guardrails for digital AI, but not the full enterprise AI strategy. The work arrangement is remote for applicants in the United States, excluding Illinois, North Dakota, New York, Washington, and Wyoming. Hybrid work is strongly preferred for individuals within 60 miles of Albuquerque, with in-office presence required Tuesday through Thursday.

Requirements

Significant experience leading digital platforms in healthcare, health plan, or consumer-focused industries.
Demonstrated ability to drive measurable improvements.
Experience operating in complex, matrixed healthcare environments.
Commitment to improving the health and experience of the communities served.
18 or more years in digital product leadership within healthcare, health plan, or adjacent consumer-driven industries.
Strong executive presence and cross-functional leadership capability.

Nice To Haves

Experience operating in integrated payer-provider environments.
Demonstrated success scaling digital platforms and consumer engagement tools.
Experience deploying AI in consumer-facing contexts.

Responsibilities

Lead the strategy and execution of a unified digital platform for patients and members.
Oversee member portals and mobile experiences, patient portals and the digital front door, digital intake, scheduling and access, virtual care platforms, and digital communication and omnichannel engagement.
Align digital investments with organizational KPIs related to access, growth, retention, and experience.
Oversee product-oriented teams responsible for roadmap delivery, vendor partnerships, platform adoption, and performance.
Serve as a systemwide leader driving digital transformation initiatives aligned with organizational strategy.
Oversee digital middleware, including API orchestration, identity management, CRM integration points, and interoperability between Epic and health plan platforms.
Partner with Enterprise Architecture and Integration teams.
Ensure secure, scalable, API-first design for digital capabilities.
Lead the strategy, governance, and deployment of AI capabilities for member-facing applications.
Establish guardrails to ensure AI is deployed responsibly and aligned with organizational priorities.