Sr Director Performance Advisory Services

GuideWell • Jacksonville, FL

2d

About The Position

The Principal Experience Advisor leads the enterprise experience advisory portfolio and prioritization across Health Services, Commercial and Government Markets, and Shared Services. The portfolio spans nine customer dimensions: employees, prospects, members, patients, providers, family caregivers, brokers/agents, plan sponsors, and vendor partners. The role owns the end-to-end improvement, design, and co-execution of personalized, relevant, and consistent experiences and signature moments, establishes organizational standards for experience practice, and ensures initiatives deliver measurable business results. The leader is responsible for improving publicly reported outcomes such as MA-CAHPS and HOS, as well as business priorities including retention, NPS, and trust.

The role matures human-centered design principles and practice within the team and across the organization, helping develop future-leaning skills and an unmatched, world-class experience. It builds a high-performing team operating as a core function in a shared-service model to support enterprise strategic efforts across business units and shared services. The leader advances the team’s people, processes, and technology, creates conditions for experience-obsessed teams, and partners closely with stakeholders to pioneer new work. The function sits within the business product team and works closely with technology product teams. This senior leader reports to the Vice President, Enterprise Customer Experience & Engagement.

The leader owns the experience advisory portfolio, communicates the rationale and plan for initiatives, sets ROI expectations, and maintains a balanced portfolio of current work, future work, and new innovations. The role establishes design-and-delivery methods and standards for journey design, service design, and touchpoint redesign; promotes solutions that can be designed once and scaled across the enterprise; and co-develops a centralized capability hub of tools, templates, and resources. It leads and develops experience advisors and experience operations leads, builds partnerships with MBA and BA schools for internships and fellowships, and promotes the use of human-centered design methods across the enterprise. Operational responsibilities include overseeing CX business unit pods, quality standards, operational seams, prioritization, work-in-progress limits, and measurement of business outcomes.

The position requires a related bachelor’s degree, at least 10 years of related experience, and at least five years of direct supervisory or management experience. Work is sedentary, with occasional exertion of up to 10 pounds. Occasional travel to multiple locations for meetings, events, or conferences is required.

Requirements

• 10+ years of related work experience in customer experience, service design, or related strategic advisory roles.
• Demonstrated success leading enterprise-wide experience or transformation initiatives across multiple business lines.
• Expertise in journey mapping, service design, and customer-centric methodologies.
• Strong track record translating experience improvements into measurable business results and ROI.
• Experience building and scaling high-performing teams in complex, matrixed environments.
• Excellent communication skills and ability to influence stakeholders at all levels.
• 5+ years of direct supervisory or management experience.
• Related bachelor’s degree required.

Nice To Haves

• Certification in design thinking, service design, or related disciplines.
• Experience with agile and lean methodologies.
• Familiarity with CX technology platforms and analytics tools.
• Prior experience managing cross-functional pods or business units.
• Track record of building reusable capability hubs or centers of excellence.
• Experience with healthcare, insurance, or banking administration.

Responsibilities

• Own and prioritize the complete experience advisory portfolio across Health Services, Commercial and Government Markets, and Shared Services, including prioritized journeys and their associated value-at-stake.
• Define and communicate the rationale, approach, and deliverables for experience initiatives and enterprise-wide activation efforts.
• Establish ROI expectations for deliverables and hold initiatives accountable for measured outcomes, not recommendations alone.
• Maintain a cohesive portfolio of current work, future work, and new innovations.
• Set design-and-delivery methodology and standards for journey design, service design, and touchpoint redesign.
• Ensure solutions are designed once, deployed, and scaled across the enterprise.
• Co-develop a centralized capability hub of tools, templates, and resources for enterprise-wide adoption and consistency.
• Lead a high-performing, nimble, and agile team of experience advisors and experience operations leads.
• Build team capability through mentoring, development, and cross-functional pairing; hold team members accountable for representing member, customer, and patient perspectives.
• Develop partnerships with MBA and BA schools to establish internship and fellowship talent pipelines.
• Champion experience-focused culture by making human-centered design methods and tools accessible to business and frontline teams.
• Oversee Customer Experience business unit pods, quality standards, and operational seams.
• Apply disciplined time-to-value prioritization and work-in-progress limits to experience work.
• Ensure experience improvements are connected to measured results and business outcomes.

Benefits

• Medical, dental, vision, life, and global travel health insurance.
• Short- and long-term disability programs and other income protection benefits.
• Leave programs to support personal circumstances.
• Retirement Savings Plan with employer match.
• Paid time off, volunteer time off, 10 holidays, and two well-being days.
• Additional voluntary benefits.
• Comprehensive wellness program.
• Competitive pay and opportunities for incentive or commission compensation.
• Annual pay reviews with pay-for-performance considerations for base pay increases.

What This Job Offers

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