Vice President, Customer Experience & Digital Innovation

Who We Are

Point32Health is a leading health and wellbeing organization, delivering an ever-better personalized health care experience to everyone in our communities. At Point32Health, we are building on the quality, nonprofit heritage of our founding organizations, Tufts Health Plan and Harvard Pilgrim Health Care, where we leverage our experience and expertise to help people find their version of healthier living through a broad range of health plans and tools that make navigating health and wellbeing easier.

We enjoy the important work we do every day in service to our members, partners, colleagues and communities. To learn more about who we are at Point32Health, click here.

Job Summary

Reporting to the Senior Vice President of Service and Experience, the Vice President, Customer Experience and Digital Innovation is responsible for leading Point32Health’s goal to create best in class member experience and digital first service experience across the enterprise, putting members at the center of everything Point32Health does. The Vice President, Customer Experience and Digital Innovation is a change agent and is responsible for leading Digital Strategy and Transformation, Customer Experience, Member Communications, and Internal Business Consulting and Transformation Service functions. This role is highly collaborative and requires strong partnership and integration with leadership across the enterprise.

Key Responsibilities/Duties – what you will be doing

Digital Transformation:

• Drive digital and CX innovation and serve as a change agent throughout the organization.
• Set and implement digital strategy by working with cross-functional partners to map and transition analog processes to digital ones.
• Be an evangelist, championing the use of digital technology and practices to engender a digital mindset from the top down.
• Ensure collaboration, knowledge sharing and digital best practices among partners and colleagues to help establish a robust digital ecosystem.
• Measure ROI for digital projects, fine-tuning approaches as needed to ensure that we are investing in the appropriate tools and resources.
• Establish KPIs to monitor digital experience and adoption.
• Oversee Point32Health’s portals and create strategies to drive constituent adoption.
• Partner with IT and implement new functionality to support digital strategy.

Member Communications:

• Oversee enterprise Member Communications functions ensuring that all communications are written in plain language and create an enterprise governance process to approve and track all member communications ensuring a member-centric approach.

• Establish an enterprise Member Preference Center, a truth source of member demographic information, accessibility/accommodations requirements and communication channel preferences.

Customer Experience:

• Develop and maintain the short and long-term Point32Health enterprise CX strategy that delivers revenue growth through member retention and enrollment.
• Translate the concepts of service excellence, customer experience, and consumer engagement into actions that build the systems and culture to deliver truly member centered care and service at Point 32Health.
• Align functional and market leaders around strategy and priorities, and drive implementation and improvement across all markets. Support and champion the needs of frontline teams in delivering an optimal CX.
• Partner with Human Resources leadership to identify and develop change management, communication, and ongoing learning and development strategies that build and sustain a customer-centric organizational culture that embodies the values of caring and respect, equity, problem solving, and teamwork.
• Partner with clinical leadership to ensure that all elements of the model of care are designed and consistently implemented with a focus on responsiveness, ease of access and engagement, and timeliness that meets every member where they are in their health journey.
• Partner with Provider leadership to ensure that Point32Health’s provider experience strategy supports network providers’ ability to effectively deliver timely, responsive, patient-centered care.
• Partner with Marketing and Quality Teams to develop, implement, and report market level, and enterprise-wide member experience measures to assess ongoing performance and drive opportunities to improve measures to achieve Point32Health’