Vice President, Digital Experience

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.” 

 

This role is a senior leader responsible for shaping and driving the digital product strategy and user experience for Capital Blue Cross across all customer segments (B2C members and B2B partners such as employers, providers, and brokers). The role will define a compelling digital vision and roadmap that delivers exceptional value to our users and the business. This role oversees the end-to-end digital product lifecycle (from ideation and design through development, launch, and ongoing optimization) for all key digital platforms, including CapitalBlueCross.com and mobile applications. They ensure all digital touchpoints provide a seamless, intuitive, and high-quality experience that reflects the Capital Blue Cross brand and meets the needs of our members and partners. This leader will collaborate extensively with internal stakeholders (especially the Applications / data teams, as well as marketing, health care delivery, and operations teams) to turn strategy into action - bridging current gaps in our digital offerings, delivering innovative solutions that improve customer outcomes, and ultimately advancing Capital Blue Cross’s mission to create healthier lives and lower healthcare costs.

Responsibilities and Qualifications

• Digital Strategy & Vision: Develop and champion a forward-looking digital product strategy and vision that aligns with Capital Blue Cross’s Vision 2030 and overall business strategy.  Create a customer-centric roadmap that delivers measurable value for members, partners and the company’s growth.
• Product Roadmap & Lifecycle Management: Define and manage the digital product portfolio and roadmap for all customer-facing digital platforms (web and mobile).  Oversee the entire product lifecycle from concept and requirements through development, launch, and iterative improvements.  Prioritize initiatives based on customer needs and business impact, collaborating closely with cross-functional teams - particularly engineering/IT (Applications), as well as design, content, and marketing - to ensure timely, high-quality delivery of new features and enhancements.
• User Experience Excellence: Ensure a seamless, high-quality user experience across all digital channels.  Uphold the highest standards of usability, accessibility, and design consistency in line with the Capital Blue Cross brand.
• Market Research & Innovation: Stay attuned to market trends, emerging technologies, and competitor offerings in healthcare and digital experience.  In collaboration with our insights and data analytics teams, gather customer feedback, market research, and competitive intelligence to identify opportunities, address gaps, and mitigate threats.  Leverage these insights to keep Capital’s digital ecosystem up-to-date, data-driven, and innovative, ensuring we remain ahead of the curve in delivering value to users.
• Stakeholder Alignment & Platform Capabilities: Work with stakeholders across the organization (and, as needed, external partners) to drive alignment on digital priorities and ensure clarity around upcoming features.  This includes coordinating on critical platform capabilities such as search optimization, content strategy, and multilingual support so that our digital products meet the diverse needs of users across different regions and demographics.
• Team Leadership & Development: Lead, coach, and inspire a high-performing team of digital product managers and UX/UI design professionals.  Provide mentorship, set clear objectives, and foster professional growth to elevate the team’s performance.  Build a culture of innovation, collaboration, and accountability, where team members are empowered to experiment, stay customer-focused, and continually improve.
• Product Management Best Practices: Establish and uphold best-in-class product management practices and processes.  Advocate for agile methodologies, data-driven decision-making, and a test-and-