[Hiring] Director, Consumer Experience Relationship Intelligence @Teladoc Health

Role Description

Join the team leading the next evolution of virtual care. At Teladoc Health, you are empowered to bring your true self to work while helping millions of people live their healthiest lives. Here you will be part of a high-performance culture where colleagues embrace challenges, drive transformative solutions, and create opportunities for growth. Together, we’re transforming how better health happens.

The Director, Operations & CX Intelligence will define and manage the operating rhythm, experiment portfolio, and customer experience intelligence model for Teladoc NeXT Studio. This role combines Studio operating discipline with a modern Voice of Customer and relationship intelligence capability, ensuring that rapid experiments, customer signals, research findings, and cross-functional insights are translated into clear priorities, executive decisions, and measurable experience improvements.

This position operates in a startup-minded environment within a large enterprise, requiring flexibility, iterative development, strong cross-functional coordination, and the ability to shape solutions as the problem space continues to evolve.

Essential Duties and Responsibilities

• Own the NeXT Studio operating model, including experiment intake, prioritization, planning, portfolio tracking, decision logs, readouts, and cross-functional operating rhythms.
• Manage the NeXT Studio experiment portfolio in partnership with Executive Leaders, Product, Clinical, Operations, Marketing, Analytics, Legal, and external partners.
• Improve CX Intelligence models that transform traditional VOC into an integrated system for sensing customer needs, trust gaps, emotional friction, operational pain points, and opportunity areas.
• Establish and maintain a single VOC strategy and insight intake model to reduce redundant research and create a clearer enterprise view of customer, provider, buyer, and partner experience.
• Partner with Director of CX Strategy & Enablement to translate customer insights and experiment learnings into journey maps, service blueprints, personas, playbooks, templates, governance recommendations, and experience standards.
• Develop experiment charters, success measures, ROI assumptions, risks, dependencies, and learning agendas to ensure NeXT Studio experiments produce decision-quality evidence.
• Synthesize research findings, operational signals, and experiment results into executive-level narratives.
• Maintain an insight and learning repository that connects VOC findings, experiment outcomes, customer pain points, and Teladoc priorities.
• Identify and escalate systemic experience risks when customer signals, research findings, or experiment evidence are ignored or contradicted by delivery decisions.
• Support internal storytelling, publishing, client-facing innovation updates, and leadership communications.
• Continuously evolve the Studio Operations and CX Intelligence model in alignment with changes in Teladoc’s products, populations, operating model, customer expectations, and business priorities.

Supervisory Responsibilities

Yes. This role may directly or indirectly manage research, insight, project coordination, and Studio operations contributors as the NeXT Studio and CX functions scale.

Qualifications

• 10+ years experience in customer experience, operations, research, insights, service design, innovation, product strategy, program management, or related fields.
• Demonstrated experience building operating models, innovation programs, and insight programs in fast-changing environments.
• Strong qualitative and quantitative research fluency with a bias toward synthesis, decision support, and executive storytelling.
• Experience managing complex cross-functional initiatives across Product, Operations, Clinical, Marketing, Analytics, Legal, and external partners.
• Ability to translate ambiguous business questions into clear learning agendas, experiment charters, research plans, success measures, and decision-ready recommendations.
• Experience influencing senior leaders through evidence, structured narratives, customer insights, and operational recommendations.
• Strong portfolio management, facilitation, communication, and prioritization skills.
• Background in healthcare is helpful but not required; experience in hospitality, consumer services, subscription-based models, digital health, or enterprise transformation is strongly valued.
• Comfort operating in ambiguity and iterating as the organization learns.

Requirements

• The base salary range for this position is $170,000- $185,000.
• This position is eligible for a performance bonus and benefits (subject to eligibility requirements).
• We follow a Flexible Vacation Policy, with 80 hours of Paid Sick, Safe, and Caregiver Leave annually.
• Applicants must be currently authorized to work in the United States without the need for visa sponsorship.

Benefits

• Inclusive benefits program centered around you and your family.
• Tailored programs that address your unique needs.