CX Strategy Director - Member Experience (Remote)

Lumeris; United States; Remote; USD 133,000 - 181,000; Full time

Benefits offered by this job

Medical, Vision and Dental Plans

401k with company match

Paid Time Off

Employee Assistance Program

Job summary

Lumeris is seeking a CX Strategy Director to architect our member journeys across products and touchpoints. You will partner with senior leadership, driving end-to-end journey management, data-informed decisions, and a best-in-class digital experience for our Medicare Advantage population.

As a senior IC, you will influence across Quality, Care Management, Network, and Technology, delivering strategic experiences and optimizing outcomes while advancing the digital portal and mobile app roadmaps.

Qualifications

• 12+ years in customer/member experience strategy, journey management, or product strategy.
• Healthcare operations/health plan experience with CAHPS, HEDIS, HOS.
• Ability to write executive strategy slides and frontline scripts.
• Experience mapping and operationalizing member journeys.

Responsibilities

• Build and scale an enterprise-wide Journey Management framework.
• Lead governance, standards, and cross-functional collaboration for journeys.
• Own end-to-end delivery of prioritized member journeys across departments.
• Translate member feedback and data into product requirements and dashboards.

Skills

CX strategy

Stakeholder influence

Digital product roadmaps

Salesforce

Power BI

Tableau

Leadership

Education

Bachelor's degree in Healthcare Administration, Business, Marketing

Tools

Salesforce

Power BI

Tableau

Job description

Lumeris is seeking a CX Strategy Director to architect our member journeys across products and touchpoints. You will partner with senior leadership, driving end-to-end journey management, data-informed decisions, and a best-in-class digital experience for our Medicare Advantage population.

As a senior IC, you will influence across Quality, Care Management, Network, and Technology, delivering strategic experiences and optimizing outcomes while advancing the digital portal and mobile app roadmaps.