[Hiring] CX Strategy Director @Lumeris

Role Description

The CX Strategy Director is the principal architect of our member journey, responsible for how member interactions are mapped, orchestrated, and optimized across all products and touchpoints. This role owns our end-to-end journey management practice, establishing the standard enterprise-wide framework for how we build, manage, and track member pathways.

• Build & Scale the Journey Management Practice
• Unified Journey Framework: Build and operationalize a standardized, enterprise-wide framework for how member journeys are mapped, tested, deployed, and tracked.
• Journey Governance & Standards: Define and enforce journey campaign structures, channel hierarchies, and communication standards to ensure a highly consistent and brand-aligned member experience.
• Friction & Drop-Off Analysis: Audit active journeys and touchpoints to identify drop-off points, operational bottlenecks, or messaging friction.
• Lifecycle Management: Move journeys from initial strategic design to live, operational pathways, ensuring continuous performance monitoring and iterative refinement.
• Cross-Functional Collaboration & Journey Execution
• Collaborative Prioritization: Partner with leaders to analyze data, identify systemic pain points, and collaboratively align on target experience areas and strategic priorities.
• Operational Journey Delivery: Take end-to-end operational ownership of designing, building, integrating, and delivering prioritized journeys.
• Operational Orchestration: Act as the master coordinator across siloed business units to ensure seamless member transitions.
• Matrixed Leadership: Indirectly guide and orchestrate the work of cross-functional Managers and contributors across the enterprise.
• Digital Experience & Self-Service Optimization
• Digital Front Door Roadmap: Lead the strategic feature prioritization and operational rollout of our member portal and mobile app.
• Hands-On Technical Translation: Serve as the hands-on business architect for our digital tools.
• Self-Service Adoption: Design and execute scalable strategies that accelerate digital registration and benefit navigation.
• Feedback-to-Product Loops: Bridge direct member feedback and technical UX/product development.
• Member 360 Data & Analytics Enablement
• Member 360 Partnership: Act as the primary business sponsor for the "Member 360" initiative.
• Listening Ecosystem: Build and manage real-time feedback mechanisms to capture raw member sentiment.
• Executive Narrative & Insights: Translate complex member behavior and operational data into clear insights for executive decision-making.
• Quality, STARS & Performance Alignment
• STARs Experience Strategy: Directly link member experience enhancements to key quality metrics.
• Service Recovery & Continuous Improvement: Build standard protocols to resolve escalated member issues.
• Provider & Partner Engagement: Align experience strategies with provider relations and network operations.

Qualifications

• 12+ years of experience in customer/member experience strategy, journey management, customer success, or product strategy.
• Deep understanding of healthcare operations, managed care, or health plan ecosystems.
• Demonstrated comfort operating in a high-ownership, lean team environment.
• Strong proficiency with digital product road mapping and modern CX platforms.
• Outstanding ability to influence senior cross-functional leaders.
• Bachelor’s degree in Healthcare Administration, Business, Marketing, or a related field (Master’s or relevant certifications preferred).

Requirements

• Experience must demonstrate a strong capability to execute in a senior individual contributor capacity.
• Understanding of data systems, CRM tools, and analytics tools required to build "Member 360" views.

Benefits

• Medical, Vision and Dental Plans
• Tax-Advantage Savings Accounts (FSA & HSA)
• Life Insurance and Disability Insurance
• Paid Time Off (PTO, Sick Time, Paid Leave, Volunteer & Wellness Days)
• Employee Assistance Program
• 401k with company match
• Employee Resource Groups
• Employee Discount Program
• Learning and Development Opportunities
• And much more...