Senior Director, Participant Experience

InnovAge•Denver, CO

9h•Onsite

About The Position

The Senior Director of Participant Experience (PX) is responsible for leading and advancing InnovAge’s end‑to‑end Participant Experience strategy across the organization. Reporting through Marketing and serving as a key leader on the newly formed Participant Experience team, this role ensures that every interaction a Participant has with InnovAge—across touchpoints, teams, and moments—feels coordinated, compliant, consistent, and personal. This leader will bring together insights, systems, and cross‑functional collaboration to strengthen how we deliver care and services from the Participant’s perspective. The role focuses on reducing friction, aligning efforts, and embedding a shared way of working that supports high‑quality, seamless experiences—without adding burden to frontline teams.

Requirements

Bachelor’s degree in Marketing, Healthcare Administration, Business, Experience Design, or a related field.
12+ years of progressive leadership experience in participant/customer experience, service design, marketing, healthcare operations, or a related discipline.
Demonstrated success leading cross‑functional, enterprise‑level initiatives that improve end‑to‑end experiences.
Strong systems thinker with the ability to see connections across people, processes, and touchpoints.
Experience working in complex, regulated environments (healthcare strongly preferred).

Nice To Haves

Master’s degree or equivalent advanced experience.
Experience designing or leading enterprise experience frameworks or journey‑based models.
Background working closely with Marketing functions, including brand, communications, or insights.
Familiarity with participant/patient experience measurement tools and qualitative research methods.

Responsibilities

Establishes and owns the enterprise Participant Experience (PX) strategy aligned to InnovAge’s mission, values, and strategic priorities.
Defines the end‑to‑end Participant journey, identifying “moments that matter” across onboarding, care delivery, communication, and ongoing engagement.
Ensures the PX strategy reflects the Participant’s perspective as one connected, seamless experience across InnovAge.
Translates experience strategy into clear principles, priorities, and practical guidance for teams.
Partners closely with Marketing, Operations, Clinical, Care Coordination, Contact Centers, Center Leadership, and Corporate functions to align work around shared PX outcomes.
Serves as a connector and integrator across teams, reducing friction, silos, and handoffs that impact the Participant experience.
Influences and leads through collaboration, shared accountability, and strong relationships rather than direct authority.
Ensures PX is embedded into how teams plan, prioritize, and execute their work.
Develops and maintains Participant Experience standards, frameworks, and guardrails that guide decision making and execution initiatives and materials align with CMS requirements and regulatory standard.
Creates scalable tools, playbooks, and workflows that enable teams to deliver consistent, high quality experiences and overseeing implementation across centers.
Ensures all PX initiatives and materials align with CMS requirements and regulatory standards.
Conduct regular audits of center materials to ensure content is current, compliant, and on-brand, and remove outdated or unsupported campaigns, including legacy or non-approved talent usage materials.
Create and manage participant experience materials and communications for use within facilities where we have a high number of participants such as Assisted Living Facilities (ALFs), and Skilled Nursing Facilities (SNFs).
Collaborate with marketing and communications teams to support social media content and localized center communications as they relate to participant experience and engagement.
Supports leaders in operationalizing PX within day to day practices, ensuring alignment without adding unnecessary complexity.
Balances consistency with flexibility to meet local, market, and Participant needs.
Champions Participant Experience as a shared responsibility across InnovAge, reinforcing that PX is how we work—not a separate initiative.
Supports change management efforts to drive adoption, understanding, and sustainment of PX ways of working.
Encourages feedback, idea sharing, and learning across the organization, including the use of dedicated PX channels and forums.
Reinforces behaviors and practices that reflect InnovAge’s commitment to Participant‑centered care.