Journey Transformation Lead

CenterWell

1d • $126,300 - $173,700 • Remote

About The Position

The Journey Transformation Lead is an essential part of the CenterWell Customer Experience Team. This role partners with business, clinical, operations, and experience strategy partners to transform critical journeys that impact patient outcomes and associate experiences. You will report to the Director, Experience Strategy & Transformation. You will apply research, journey analysis, service design, experience strategy, and human-centered design methods, including design thinking and the desirability, viability, and feasibility framework. You will uncover unmet patient needs, identify causes of experience challenges, and guide teams in improving the patient, consumer, and associate experience. You will operate as a strategic consultant and practice leader, in translating journey-level insights into applicable recommendations that inform experience roadmaps, shape investment decisions, and influence organizational priorities. It integrates patient and associate experiences across journeys and channels, grounding transformation in human insights and aligning it with measurable business and clinical outcomes.

Requirements

• At least 8 years of experience in customer journey mapping, experience strategy, research consulting, service design, or human-centered design.
• Bachelor's degree in social science, industrial design, experience design, or health.
• Qualitative research and insight synthesis skills.
• Experience analyzing and improving complex patient journeys.
• Experience facilitating collaboration and influence decision-making.
• Experience translating insights into recommendations.
• Experience with design thinking or comparable iterative design methodologies.
• Knowledge of social science, behavior change, perception, and cognition.
• Flexibility working on an inter-disciplinary team.
• Passionate about improving the patient and associate experience.
• Working knowledge of Net Promoter Score (NPS).
• The ability to practically apply evidence-based interventions.
• Lead service design and service blueprinting.
• Familiarity with healthcare service ecosystems and regulatory environments.
• Experience working in healthcare delivery.

Nice To Haves

• Master's degree in social science or healthcare (e.g., anthropology, health services research, psychology, public health, or social work).

Responsibilities

• Conduct discovery research and summarize multiple insight sources to understand current-state patient, consumer, and associate experiences.
• Map end-to-end journeys across channels and assets, identifying moments that matter, the main interactions that most significantly influence patient outcomes, loyalty, and organizational performance.
• Identify friction points, gaps, and inconsistencies across journeys, channels, and assets that erode experience quality or create barriers to care.
• Translate findings into clear insights, themes, unmet needs, and prioritized opportunity areas that connect human experience to business and clinical outcomes.
• Communicate findings and possible effects to partners across the organization with strategic relevance.
• Analyze experience challenges across people, processes, technology, and policy to distinguish symptoms from systemic causes.
• Identify systemic barriers that impact access, understanding, care coordination, health outcomes, and operational efficiency.
• Facilitate working sessions using design thinking methods to build shared understanding of causes.
• Lead the development of improved future-state journeys that address patient and associate needs while accounting for operational and business realities.
• Apply the desirability, viability, and feasibility framework to evaluate and prioritize experience interventions — ensuring solutions are meaningful to people, sustainable for the business, and executable by our company.
• Define experience interventions that strengthen medication understanding, care adherence, and coordination of care across the patient journey.
• Develop service blueprints that connect patient and associate interactions with the operations that promote them.
• Guide teams in translating insights into applicable experience improvements that are grounded in evidence and designed for systemic impact.
• Collaborate with partners to align journey transformation work with priorities like patient outcomes, quality, satisfaction, and loyalty.
• Provide journey-level evidence and insight that informs experience roadmaps and portfolio prioritization, providing strategy and planning partners with the human context needed to sequence, resource, and invest in transformation work.
• Shape investment decisions by surfacing the human cost of experience gaps and the potential value of proposed improvements — translating qualitative insight into evidence that supports prioritization and business case development.
• Partner with experience strategy and measurement teams to validate proposed interventions, define success metrics, and connect transformation outcomes to clinical performance.
• Apply the desirability, viability, and feasibility framework to assess and communicate the readiness and influence potential of experience interventions — supporting informed decision-making by partners and leadership.
• Lead a team of journey and experience practitioners, establishing standards.
• Shape the practice's methods, tools, and deliverable frameworks to ensure quality, consistency, and strategic relevance across engagements.
• Build human-centered design literacy across partner teams and partners, advancing our capacity to understand and invest in experience as a strategic driver.
• Advocate for the value of journey transformation work internally, connecting practice outcomes to measurable business, clinical, and experience results.

Benefits

• medical
• dental
• vision benefits
• 401(k) retirement savings plan
• time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
• short-term and long-term disability
• life insurance

What This Job Offers

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