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The Journey Transformation Lead is an essential part of the CenterWell Customer Experience Team. This role partners with business, clinical, operations, and experience strategy partners to transform critical journeys that impact patient outcomes and associate experiences. You will report to the Director, Experience Strategy & Transformation.
You will apply research, journey analysis, service design, experience strategy, and human-centered design methods, including design thinking and the desirability, viability, and feasibility framework. You will uncover unmet patient needs, identify causes of experience challenges, and guide teams in improving the patient, consumer, and associate experience.
You will operate as a strategic consultant and practice leader, in translating journey-level insights into applicable recommendations that inform experience roadmaps, shape investment decisions, and influence organizational priorities. It integrates patient and associate experiences across journeys and channels, grounding transformation in human insights and aligning it with measurable business and clinical outcomes.

Responsibilities:

Journey Discovery & Insight Development:

• You will conduct discovery research and summarize multiple insight sources to understand current-state patient, consumer, and associate experiences.
• You will map end-to-end journeys across channels and assets, identifying moments that matter, the main interactions that most significantly influence patient outcomes, loyalty, and organizational performance.
• You will identify friction points, gaps, and inconsistencies across journeys, channels, and assets that erode experience quality or create barriers to care.
• You will translate findings into clear insights, themes, unmet needs, and prioritized opportunity areas that connect human experience to business and clinical outcomes.
• You will communicate findings and possible effects to partners across the organization with strategic relevance.

Root Cause Diagnosis:

• You will analyze experience challenges across people, processes, technology, and policy to distinguish symptoms from systemic causes.
• You will identify systemic barriers that impact access, understanding, care coordination, health outcomes, and operational efficiency.
• You will facilitate working sessions using design thinking methods to build shared understanding of causes.

Journey Transformation:

• You will lead the development of improved future-state journeys that address patient and associate needs while accounting for operational and business realities.
• You will apply the desirability, viability, and feasibility framework to evaluate and prioritize experience interventions — ensuring solutions are meaningful to people, sustainable for the business, and executable by our company.
• You will define experience interventions that strengthen medication understanding, care adherence, and coordination of care across the patient journey.
• You will develop service blueprints that connect patient and associate interactions with the operations that promote them.
• You will guide teams in translating insights into applicable experience improvements that are grounded in evidence and designed for systemic impact.

Strategy, Roadmap & Investment Influence:

• You will collaborate with partners to align journey transformation work with priorities like patient outcomes, quality, satisfaction, and loyalty.
• You will provide journey-level evidence and insight that informs experience roadmaps and portfolio prioritization, providing strategy and planning partners with the human context needed to sequence, resource, and invest in transformation work.
• You will shape investment decisions by surfacing the human cost of experience gaps and the potential value of proposed improvements — translating qualitative insight into evidence that supports prioritization and business case development.
• You will partner with experience strategy and measurement teams to validate proposed interventions, define success metrics, and connect transformation outcomes to clinical performance.
• You will apply the desirability, viability, and feasibility framework to assess and communicate the readiness and influence potential of experience interventions — supporting informed decision-making by partners and leadership.

Practice Leadership & Capability Building:

• You will lead a team of journey and experience practitioners, establishing standards.
• You will shape the practice's methods, tools, and deliverable frameworks to ensure quality, consistency, and strategic relevance across engagements.
• You will build human-centered des