VP, Experience

Medica•Minnetonka, MN

6d•Onsite

About The Position

Medica is a nonprofit health plan serving over a million members across several states, focusing on personalized healthcare experiences and provider partnerships. The Vice President of Experience is responsible for developing and implementing a comprehensive, end-to-end experience strategy for all key stakeholders, including members, providers, brokers, and employer groups. This role involves establishing the vision, principles, journey frameworks, standards, governance, and metrics to ensure consistent and high-quality experiences across all touchpoints (physical, digital, operational, and service). Operating in a matrixed environment, the VP will lead through influence, fostering alignment and shared accountability. Key partnerships will be across Growth, Operations, Clinical, Product, Digital, and Technology to define ownership, prioritize improvements, and ensure the delivery of defined experience outcomes that drive engagement, conversion, retention, and loyalty. The VP will define the digital experience strategy ('what') in collaboration with Technology ('how'), and guide content and communication standards for clarity, consistency, voice, tone, timing, and audience relevance. This senior leadership role aims to embed customer-centered thinking into business processes, investment decisions, and organizational culture, establishing mechanisms for continuous improvement. The role also includes people leadership responsibilities, setting expectations, providing coaching, and supporting professional growth, while ensuring compliance and alignment with organizational goals. For senior leaders, this includes strategic direction, talent development, and organizational effectiveness.

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)
Eligibility to work in the US (no visa sponsorship offered)
Must be legally authorized to work in the United States at the time of application
Employment is contingent on verification of identity and eligibility to work in the United States

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.
Set clear expectations, provide ongoing coaching and feedback, and support employees’ professional growth.
Ensure compliance with company policies, employment laws, and HR programs.
Promote engagement, collaboration, and accountability while aligning team outcomes with organizational goals.
Provide strategic leadership and people direction by setting vision, developing talent, and ensuring organizational effectiveness, compliance, and alignment with enterprise priorities.