Director Customer Experience Strategy

The Director, Customer Experience Strategy is responsible for leading the development and execution of customer experience strategies that improve how Medicaid members engage with Healthfirst across key journeys and touchpoints. This role plays a critical part in advancing a more personalized, insight-driven, and equitable member experience, grounded in a deep understanding of Medicaid populations and their needs.
Reporting senior Customer Experience leadership, the Director translates member insights, operational realities, and business priorities into actionable experience strategies. The role partners with experience and service designers, the Insights and Measurement function, and cross-functional teams across Product, Digital/IT, Customer Service, Marketing, and Population Health to drive improvements in member engagement, satisfaction, retention, and outcomes.
This is a strategy and enablement role, not a customer service operations role. It requires strong experience in journey strategy, personalization, engagement, and experience transformation within complex, regulated environments.

Experience Strategy Development & Execution:

• Lead the development and ongoing evolution of the Medicaid customer experience strategy, aligned with organizational priorities, regulatory requirements, and member needs
• Establish elements of mid-term experience strategies and operational plans for the Medicaid customer experience portfolio
• Own and manage key Medicaid member journeys, identifying moments that matter, pain points, and opportunities to improve engagement, satisfaction, and outcomes
• Translate insights into actionable experience strategies, initiatives, and roadmaps that can be delivered through cross-functional teams

Personalization, Segmentation & Member Engagement:

• Lead the development and application of Medicaid member personas and segmentation frameworks to inform journey design, engagement strategies, and prioritization
• Identify opportunities to personalize experiences across channels and touchpoints based on member needs, behaviors, and life moments
• Partner with Marketing, Communications, Product, and Population Health to ensure experience strategies support engagement, retention, and quality goals

Experience, Service Design & Journey Transformation:

• Partner with experience and service designers to define future-state Medicaid member journeys rooted in member needs, behavioral insights, and operational feasibility
• Support experience transformation efforts by helping define roadmaps that align people, processes, technology, and partners around improved member journeys
• Champion human-centered, member-informed design practices across Medicaid initiatives

Insights, Measurement & Analytics:

• Collaborate with the Insights and Measurement team to leverage VOC, operational, and behavioral data to identify pain points, prioritize initiatives, and assess impact
• Lead the development of experience metrics and analytical frameworks that connect how members interact with Healthfirst, how they perceive those interactions, and resulting behaviors
• Use insights to continuously refine experience strategies and inform cross-functional decision-making

Portfolio & Initiative Management:

• Manage a portfolio of Medicaid experience improvement initiatives, engagement programs, and journey redesign efforts
• Partner with cross-functional teams to define objectives, success metrics, and delivery approaches for experience initiatives
• Track progress, risks, and outcomes; escalate issues as needed and support continuous improvement

Cross-Functional Collaboration & Stakeholder Engagement:

• Partner with Product teams to inform benefit and program design decisions from a member experience perspective
• Collaborate with Digital and IT teams to shape requirements for member-facing tools, portals, and self-service capabilities
• Work with Customer Service leadership to align service standards, training priorities, and performance measures with experience goals
• Represent the Medicaid member experience in cross-functional working groups, planning sessions, and initiative reviews

People Leadership:

• Lead and develop a small team of customer experience strategy professionals, providing coaching, feedback, and growth opportunities
• Foster collaboration, accountability, and a shared focus on improving the Medicaid member experience

Minimum Qualifications:

• Bachelor’s degree required
• 8–12 years of experience in customer experience strategy, member engagement, personalization, marketing strategy, or related roles
• Strong understanding of Medicaid pro