Vice President, Customer Experience & Engagement

Position Description

Base pay is influenced by several factors including a candidate’s qualifications, relevant experience, and anticipated contributions to meet the needs of the business, along with internal pay equity and external market driven rates. The salary range displayed has not been adjusted for geographical location. This range has been created in good faith based on information known to Capital Blue Cross at the time of posting and may be modified in the future. Capital Blue Cross offers a comprehensive benefits packaging including Medical, Dental & Vision coverage, a Retirement Plan, generous time off including Paid Time Off, Holidays, and Volunteer time off, an Incentive Plan, Tuition Reimbursement, and more.At Capital Blue Cross, we promise to go the extra mile for our team and our community. This promise is at the heart of our culture, and it’s why our employees consistently vote us one of the “Best Places to Work in PA.” 

 

The is an enterprise-wide leadership role created to transform how Capital & its subsidiaries engage with the people and organizations that depend on us. Reporting to the Chief Marketing and Experience Officer, this VP of CX/ME will build and lead the function from the inside out — establishing strategy, governance, capability, and culture for best-in-class customer engagement and experience.

Responsibilities and Qualifications

Enterprise Leadership & Governance

• Develop and own an enterprise CX strategy aligned to overall business goals and differentiated from competitors across Capital’s experience stakeholders—members, employer groups, producers (brokers/consultants), providers, and employees.

• Establish a shared CX vision and framework that creates consistency across business units while honoring market-specific contexts, including various commercial and government segments.

• Serve as an executive-level champion for the customer perspective in business planning, product development, operational design, and clinical program strategy.

• Lead a cross-functional CX governance structure, including executive stakeholder alignment, steering committees, center of excellence, and accountability frameworks.

• Effectively partner with IT&D, Operations, Healthcare Delivery, Sales and Product, and Government Programs to continually improve end-to-end customer journeys and reduce friction across key interactions.

Health Journey & Clinical Experience

• Lead the design of experiences that reflect the reality that most member interactions are connected to health — getting care, managing a condition, navigating a care transition, or working toward better well-being. Ensure those interactions are designed with that context in mind, not just as transactional service moments.

• Partner with Clinical, Medical Management, Population Health, and Pharmacy teams to design engagement strategies for members managing chronic conditions or complex care needs — ensuring that the experience of being supported feels proactive, personal, and connected.

• Develop experience models that move members from passive coverage-holders to active participants in their own health — leveraging data, behavioral science, and community connection to drive meaningful engagement.

• Identify and redesign the friction points that occur when members move between care settings, coverage changes, or life stages — moments where disengagement is most likely and the cost of failure is highest.

Journey Design & Experience Innovation

• Partner with IT&D to co-lead the human-centered design of end-to-end member, customer, and provider journeys across digital and non-digital channels — prioritizing the highest-impact moments across the full arc of a member’s health and coverage experience.

• Partner with Product, Technology, Operations, and Clinical teams to translate journey insights into concrete improvements in processes, platforms, and policies.

• Design specific interventions for critical milestones — enrollment, first use of benefits, a significant diagnosis, care completion, renewal — to reduce friction and increase both loyalty and health engagement.

• Champion the application of AI and automation to reduce friction and surface timely, relevant health support — while ensuring that human connection remains accessible and high-quality for members who need it most.

• AI for predictive personalization, ensuring members receive the right support — whether that’s a service resolution, a care reminder, or a connection to a community resource — before a breakdown occurs. 

• Partner on the implementation of AI-enabled service channels, including intelligent routing and advanced self-service tools, calibrated