VP, Experience

Medica•Minnetonka, MN

6d•$264,000 - $396,000•Onsite

About The Position

Medica is a nonprofit health plan serving over a million members across multiple states, focusing on personalized healthcare experiences and provider partnerships. They are seeking a Vice President of Experience to define and advance a unified, end-to-end experience strategy for key stakeholders including members, providers, brokers, and employer groups. This role involves establishing vision, principles, journey frameworks, standards, governance, and metrics to ensure consistent, high-quality experiences across all touchpoints (physical, digital, operational, service). The VP will operate in a matrixed environment, leading through influence and partnering with various departments like Growth, Operations, Clinical, Product, Digital, and Technology to align priorities, remove barriers, and achieve experience outcomes supporting engagement, conversion, retention, and loyalty. The role also defines the digital experience strategy in collaboration with Technology, guides content and communication requirements with established experience standards, and embeds customer-centered thinking into business processes and culture. The VP will also build measurement and reporting mechanisms for continuous improvement and perform other duties as assigned.

Requirements

Bachelor’s degree in business, marketing, healthcare administration, or related field
12+ years of progressive experience in customer experience, digital strategy, marketing, or related discipline
5+ years of senior leadership experience in a complex, matrixed organization
Health plan experience
Demonstrated success driving enterprise-wide experience or transformation initiatives
Proven ability to lead through influence without direct authority
Strong experience with experience measurement frameworks (e.g., NPS, CSAT, journey analytics)
Must be legally authorized to work in the United States at the time of application.

Nice To Haves

Experience in healthcare, health insurance, or highly regulated industries
Advanced degree (MBA, MHA, or related)
Experience leading multi-segment (B2B and B2C) experience strategies

Responsibilities

Define and lead the enterprise-wide experience strategy across members, providers, brokers, and employer groups.
Establish a cohesive end-to-end journey framework spanning acquisition, onboarding, service, and retention.
Develop and maintain experience principles, standards, and governance to ensure consistency across all touchpoints.
Serve as the organizational expert on experience design and journey optimization.
Define and implement enterprise KPIs, SLAs, and experience metrics (e.g., NPS, CSAT, effort, conversion, retention).
Build a measurement and reporting framework to provide actionable insights to senior leadership.
Monitor performance across journeys and hold partners accountable for achieving experience outcomes.
Drive continuous improvement through data, insights, and feedback loops.
Partner across Growth, Operations, Clinical, Product, Digital, and Technology to align on priorities and outcomes.
Lead through influence to ensure teams are executing work that improves the end-to-end customer experience.
Clarify ownership and accountability for experience delivery across functions.
Identify and remove barriers to delivering a seamless and integrated experience.
Lead the development of an organizational culture that positions experience at the center of everything we do, embedding shared accountability and ensuring every employee understands their role in delivering exceptional experiences.
Define the digital experience vision and roadmap across stakeholder groups.
Identify and prioritize capabilities, features, and enhancements to improve digital engagement.
Partner with Technology to translate strategy into execution, ensuring alignment while Technology owns delivery (“how”).
Ensure digital channels are intuitive, consistent, and integrated into the broader experience.
Lead a centralized content team, including content writers and communications consultants.
Oversee development of clear, consistent, and audience-specific messaging across all touchpoints.
Facilitate communications across journeys and key moments to ensure alignment, timing, and effectiveness.
Establish enterprise standards for voice, tone, and communication strategy.
Define and maintain end-to-end journey maps for all key stakeholder segments.
Identify critical moments that matter and prioritize improvements to reduce friction and enhance experience.
Drive cross-functional initiatives that improve handoffs, coordination, and overall journey performance.
Embed a customer-first mindset into business processes and decision-making.
Sets clear expectations, provides ongoing coaching and feedback, and supports employees’ professional growth.
Ensures compliance with company policies, employment laws, and HR programs.
Promotes engagement, collaboration, and accountability while aligning team outcomes with organizational goals.
Provides strategic leadership and people direction by setting vision, developing talent, and ensuring organizational effectiveness, compliance, and alignment with enterprise priorities.