Sr Director Performance Advisory Services
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 end-to-end improvement, design, and co-execution of personalized, relevant, consistent experiences and signature moments; sets organizational standards for experience practice; and ensures initiatives produce measurable business results. The leader is responsible for improving publicly reported outcomes such as MA-CAHPS and HOS, as well as business priorities such as retention, NPS, and trust. The role matures human-centered design principles and practice to help teams adopt future-leaning skills and deliver a world-class experience. The leader builds and develops a high-performing team operating as a core function in a shared service model, supporting enterprise-wide strategic efforts across business units and shared services. The role matures the team across people, process, and technology; creates conditions for experience-focused teams; and works closely with stakeholders to pioneer new work. The function sits within the business product team and partners with technology product teams. This senior leadership position reports to the Vice President, Enterprise Customer Experience & Engagement. The role owns the experience advisory portfolio and its prioritization, defines and communicates the rationale and approach for experience initiatives, and establishes ROI expectations and accountability for measured outcomes. It sets design and delivery standards for journey design, service design, and touchpoint redesign; promotes solutions that can be deployed and scaled enterprise-wide; and co-develops a centralized capability hub of tools, templates, and resources. The leader manages experience advisors and experience operations leads, develops team capabilities and talent pipelines, and promotes the consistent use of human-centered design across business and frontline teams. The role also oversees CX business unit pods, quality standards, operational seams, work prioritization, and work-in-progress limits, tying improvements to measurable business outcomes.
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 record of 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 the enterprise experience advisory portfolio across Health Services, Commercial and Government Markets, and Shared Services, including prioritization of customer journeys and their value-at-stake.
- Define and communicate the rationale, approach, and deliverables for experience initiatives and enterprise-wide activation efforts.
- Establish ROI expectations and accountability for measured outcomes across deliverables.
- Maintain a portfolio of current work, future work, and new innovations.
- Set design and delivery methodology and standards, including 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.
- Lead experience advisors and experience operations leads as a high-performing, nimble, and agile team.
- Build team capability and depth through mentoring, development, and cross-functional pairing.
- Ensure team members advocate for the member, customer, and patient perspective.
- Develop partnerships with MBA and BA schools for internships and fellowships.
- Promote a culture of experience obsession and enable business and frontline teams to use human-centered design methods and tools consistently.
- Oversee Customer Experience business unit pods, quality standards, and operational seams.
- Apply disciplined time-to-value prioritization and work-in-progress caps to experience work.
- Ensure experience improvements are tied to measured results and business outcomes.
Benefits
- Medical, dental, vision, life, and global travel health insurance.
- Short- and long-term disability programs.
- Leave programs to support personal circumstances.
- Retirement Savings Plan with employer match.
- Paid time off, volunteer time off, 10 holidays, and 2 well-being days.
- Additional voluntary benefits.
- Comprehensive wellness program.
- Competitive pay and opportunities for incentive or commission compensation.
- Regular annual reviews with pay-for-performance considerations for base pay increases.
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What This Job Offers
Job Type
Full-time
Career Level
Director
