Director, Customer Experience

WPS—A health solutions company; Indiana (PA); Remote; USD 140,000 - 160,000; Full time

Job summary

A leading health solutions company is seeking a Director of Customer Experience in Indiana to lead strategic customer interactions and enhance service quality. The ideal candidate will have a strong background in healthcare operations and compliance, with at least 7 years of relevant experience. This role offers the opportunity to make a meaningful impact on customer satisfaction and service improvements while working in a flexible environment.

Benefits

401(k) with company match

Competitive paid time off

Comprehensive health benefits

Qualifications

• 7+ years in customer experience, operations, or compliance.
• 5+ years in a leadership role.
• Excellent communication skills.

Responsibilities

• Define and execute strategic vision for customer experience.
• Leading customer experience initiatives.
• Monitor performance metrics to drive improvements.

Skills

Leadership

Customer Experience Management

Strategic Thinking

Project Management

Education

Bachelor’s degree in Business Administration or related field

Job description

Role Snapshot

The Director of Customer Experience (CX) is responsible for shaping, leading, and optimizing how customers interact across all touchpoints. This strategic leadership role will be responsible for developing and delivering the vision and roadmap for customer experience. Focus will be placed on operational execution, ensuring alignment across business functions, measuring outcomes, and continuous improvement. This role will define key processes, goals, and performance metrics in alignment with CMS requirements, with a focus on meeting CMS standards. Success in this role will be measured by level of service quality, accuracy, efficiency, and stakeholder satisfaction, while also ensuring compliance, fostering team collaboration, and consistently driving excellent customer experience.

Salary Range: $140,000 - $160,000

The base pay offered for this position may vary within the posted range based on your job-related knowledge, skills, and experience.

Work Location: We are open to remote work in the following approved states: Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, North Carolina, Ohio, South Carolina, Texas, Virginia, Wisconsin

In This Role You Will

• Define and execute a comprehensive vision and strategy for a seamless customer experience across all lines of business, aligned with CMS and organizational goals.
• Lead the development and implementation of customer experience initiatives, ensuring strategic alignment and delivering measurable improvements in service quality, accuracy, and efficiency.
• Leverage customer data, feedback, and analytics to identify trends, measure satisfaction, and continuously optimize the customer journey.
• Define, monitor, and enhance customer-facing processes to ensure compliance with CMS standards and optimize service delivery.
• Map the end-to-end customer journey, partner with internal departments to share information, identify root causes of friction points, and implement solutions that enhance customer experience.
• Establish, track, and report on performance metrics, customer satisfaction scores, and other KPIs to inform decisions, demonstrate compliance, and drive continuous improvement.
• Build, mentor, and foster a customer-first culture across the division, ensuring employees are engaged and aligned with CX goals.
• Lead and mentor the Customer Experience team, fostering collaboration, accountability, and continuous improvement. Support career development, performance feedback, and drive capacity planning and management.

How do I know this opportunity is right for me?

• Understand how Customer Experience (CX), culture, and process are connected.
• Have a passion for creating meaningful and exceptional customer experiences.
• Have strong strategic mindset and project management skills
• Are a visionary leader who cultivates and inspires high-performing teams through insightful mentorship and engagement strategies.
• Communicate with confidence, clarity, and sound reasoning when discussing concerns, ideas, and suggestions with all levels of staff and management.

What will I gain from this role?

• Working in an environment that serves our nation’s military, veterans, guard, reserves, and Medicare beneficiaries!
• Be a voice for our customers and promote a great customer experience.
• An opportunity to have a significant impact within a thriving organization.
• Working in a continuous performance feedback environment.

Minimum Qualifications

• Bachelor’s degree in Business Administration, Healthcare Administration, or related field.
• 7 or more years of progressive experience in customer experience, operations, or compliance within healthcare, insurance, or government contracting with experience focused on handling Medicare provider inquiries and education of those customers.
• 5 or more years in a leadership role.
• 2 or more years of Home Health and Hospice experience with customer service and/or provider outreach and education.
• Deep comprehension of customer experience methodologies, customer journey mapping, and customer analytics.
• Strong understanding of CMS regulations and customer experience requirements.
• Demonstrated success in implementing enterprise or division-wide customer experience strategies.
• Proven ability to lead cross-functional teams, manage complex projects, and deliver measurable improvements to meet short-term and long-term goals.
• Exceptional verbal and written communication skills, with the ability to influence and engage stakeholders at all levels.
• Excellent strategic thinking, analytical, and problem-solving abilities.
• Knowledge of call center workforce management technology tools, such as CRM and Portal.

Preferred Qualifications

• Master’s degree in Business Administration, Healthcare Administration, or related field.

Remote Work Requirements

• Wired (ethernet cable) internet connection from your router to your computer
• High-speed cable or fiber internet
• Minimum of 10 Mbps downstream and at least 1 Mbps upstream internet connection (can be checked at https://speedtest.net)
• Please review Remote Worker FAQs for additional information

Benefits

• Remote and hybrid work options available
• Performance bonus and/or merit increase opportunities
• 401(k) with a 100% match for the first 3% of your salary and a 50% match for the next 2% of your salary (100% vested immediately)
• Competitive paid time off
• Health insurance, dental insurance, and telehealth services start DAY 1
• Professional and Leadership Development Programs
• Review additional benefits: (https://www.wpshealthsolutions.com/careers/fulltime_benefits.shtml)

Who We Are: WPS, a health solutions company, is a leading not-for-profit health insurer and federal government contractor headquartered in Madison, Wisconsin.

Culture Drives Our Success: WPS’ culture is where the great work and innovations of our people are seen, fueled and rewarded.

This position supports services under Centers for Medicare & Medicaid Services (CMS) contract(s). As such, the role is subject to all applicable federal regulations, CMS contract requirements, and WPS internal policies, including but not limited to standards for data security, privacy, confidentiality, and program integrity.