VP, Marketing and Experience

Lumeris

2d•Remote

About The Position

At Lumeris, we believe that our greatest achievements are made possible by the talent and commitment of our team members. That's why we are actively seeking talented and collaborative individuals who are passionate about making a difference in the healthcare industry. Join us today as we strive to create a system of care that every doctor wants for their own family and become part of a community that values its people and empowers you to make an impact. Position Summary: Lead a high-impact, integrated marketing and experience organization shaping how members, brokers, and providers discover, engage with, and stay connected to our services. This role drives growth and loyalty across the full member lifecycle, from acquisition and onboarding to engagement and retention, using data-driven strategy, multi-channel activation, and best-in-class customer journeys. You’ll bring together analytics, digital, creative, and compliance teams to deliver seamless, insight-led experiences that elevate satisfaction and performance within the dynamic, highly regulated Medicare Advantage environment.

Requirements

15+ years’ experience in Medicare Advantage or health-plan marketing, with at least 5 years leading CX, journey, or omni-channel experience functions.
Proven leadership in integrated marketing and CX transformation: journey mapping, multi-segment personalization, and compliance oversight.
Strong track record developing and inspiring cross-functional and matrixed teams across marketing, digital, CX, analytics, creative, and compliance.
Experience managing complex agency/vendor ecosystems and optimizing spend and performance.
Experience developing and implementing long-term (3 - 5 year) functional strategies and leading multiple teams to deliver organizational results.
Advanced expertise in analytics, segmentation, marketing automation (martech/CRM), and digital channel strategy.
Executive-level communication and influencing skills; proven ability to drive measurable impact beyond campaign performance.

Responsibilities

Leads all marketing and experience functions that drive prospective member acquisition, onboarding, engagement, retention, and satisfaction.
Architects and owns end-to-end customer journeys (member, broker, provider) using analytics and data to measure and optimize each touchpoint.
Directs multiple teams through four Director-led functional pods (Creative & Web, Strategy & Insights, CX & Content, Digital & Channel Marketing) to execute on organizational priorities and performance goals.
Directs the strategy and execution of integrated campaigns across digital, print, and in-person channels, ensuring consistent messaging and personalized engagement.
Oversees member, broker, and provider experience improvement programs, including measurement of CX metrics (NPS, CSAT, retention) and journey friction reduction.
Sets vision and direction for the Marketing & Experience function, ensuring alignment with corporate growth and compliance strategy.
Serves as executive sponsor for compliance within marketing and experience, ensuring adherence to CMS and state marketing regulations.
Drives segmentation, personalization, and martech automation strategies for targeted engagement and ROI optimization.
Approves budgets, resource allocation, and operational policies within the Marketing & Experience function to ensure organizational objectives are achieved.
Manages all agency and vendor relationships (creative, media, digital), holding partners accountable to SLAs tied to performance, compliance, and experience outcomes.
Leads and coaches cross-functional teams spanning digital, analytics, CX, compliance, creative, and communications, developing future-ready marketing and experience talent.
Presents a strategic vision to executive leadership, defining long-term experience roadmaps that align with health plan growth, member loyalty, and compliance excellence.
Owns and optimizes marketing and experience budgets, balancing in-house strategy with outsourced execution for best-in-class performance and scalability.
Develops and reports on integrated KPIs, including member/broker/provider growth, campaign ROI, retention, and compliance metrics.