Director of Client Experience

Navia Benefit Solutions, Inc.; Renton (WA); On-site; USD 150,000 - 210,000; Full time

Job summary

Navia Benefit Solutions, Inc. seeks a Director, CX to design and oversee the end-to-end client and participant experience, integrating insights from product, operations, and compliance.

You’ll lead cross-functional teams, map journeys, and deliver secure, intuitive benefits platforms (FSA, HSA, HRA, COBRA) while driving satisfaction and retention. This role partners with executive leadership to translate market needs into compliant product features and scalable experience improvements across

Qualifications

• 12+ years of leadership in product, CX, operations, or benefits administration.
• Executive-level experience.
• Deep knowledge of FSAs, HSAs, HRAs, LSAs, and COBRA administration (HIPAA, Section 125, IRS).
• Proven track record improving customer journeys in SaaS or outsourcing environments.

Responsibilities

• Define and execute a holistic experience strategy unifying product design, customer service, and operations.
• Map the client and participant journey to identify friction points and lead cross-functional improvements.
• Align experience goals with company strategy, compliance obligations, and market differentiation.
• Partner with the Director, Member Advocacy and Fraud to ensure customer feedback informs improvements.
• Translate customer and market insights into intuitive, compliant product features.
• Ensure benefit platforms (FSA, HSA, HRA, LSA, COBRA) deliver secure, user-friendly experiences.

Skills

Leadership

Customer Experience Strategy

Cross-functional Collaboration

Regulatory Experience

Education

Bachelor’s degree

MBA or JD preferred

Job description

About Navia Benefit Solutions:
We’re a people first benefit administrator that relies on a fast-growing team of creative thinkers, problem-solvers, and go-getters to bring our participant and client experience to the next level. Our mission? To create better lives and provide a simple and amazing benefits experience. If you love providing excellent service, innovating the way benefits are administered, and being part of an inclusive workplace community, you’ll fit right in.

Description
About Navia Benefit Solutions:
We’re a people first benefit administrator that relies on a fast-growing team of creative thinkers, problem-solvers, and go-getters to bring our participant and client experience to the next level. Our mission? To create better lives and provide a simple and amazing benefits experience. If you love providing excellent service, innovating the way benefits are administered, and being part of an inclusive workplace community, you’ll fit right in.
About The Role
The Director, CX is responsible for designing, overseeing, and continuously improving the end-to-end experience of our clients, participants, and partners. This role brings together customer insights, product strategy, and operational excellence to ensure every interaction — from onboarding to claims to compliance reporting — is seamless, intuitive, and value-driven.
The Director, CX serves as a unifying executive across product, operations, compliance, and client services, aligning all teams around a single mission: creating an exceptional experience that drives satisfaction, retention, and innovation.
What You’ll Do

• Experience Strategy & Vision
• Define and execute a holistic experience strategy that unifies product design, customer service, and operational delivery.
• Map the entire client and participant journey to identify friction points and lead cross-functional improvements.
• Align experience goals with company strategy, compliance obligations, and market differentiation.
• Customer & Product Integration
• Partner with the Director, Member Advocacy and Fraud to ensure customer feedback directly informs experience improvements.
• Partner with the Executive Team to translate customer and market insights into intuitive, compliant product features.
• Ensure benefit platforms (FSA, HSA, HRA, LSA, COBRA) deliver consistent, user-friendly, and secure experience.
• Operational Excellence & Process Innovation
• Collaborate with the EVP, Operations to drive process efficiencies that improve both service delivery and participant usability.
• Oversee cross-department initiatives that enhance accuracy, compliance, and timeliness across all touchpoints.
• Leverage data and analytics to measure, monitor, and improve experience KPIs (e.g., NPS, CES, churn, adoption).
• Leadership & Culture
• Lead and mentor cross-functional teams focused on customer journey, product usability, and service design.
• Foster a company-wide culture of experience excellence that prioritizes empathy, compliance, and innovation.
• Serve as a visible thought leader in the industry, representing the company’s experience strategy with clients, partners, and regulators.
• Oversees the development and execution of Navia's client and participant training protocols, tools and key performance indicators
• Oversees the development and execution of Navia’s client onboarding protocols, tools and key performance indicators
• Oversees the development and execution of client contracting and renewal protocols, tools and key performance indicators
• Ensures the professional development of staff reports via ongoing training of relevant industry regulations, operating systems, and skill development
• Manages client/broker escalations as needed
  

Requirements
What We’re Looking For:

• 12+ years of leadership experience spanning product management, customer success, operations, or benefits administration, with at least 5 years at the executive level.
• Deep knowledge of FSAs, HSAs, HRAs, LSAs, and COBRA administration, with proven ability to navigate regulatory and compliance requirements (HIPAA, Section 125, IRS).
• Demonstrated track record of improving customer journeys and product usability in SaaS or outsourcing environments.
• Strong ability to unite cross-functional teams (product, compliance, operations, client services) around common experience goals.
• Bachelor’s degree required; advanced degree (MBA, JD, or related) preferred.

Key Competencies

• Experience Architect: Designs seamless journeys across product and service.
• Customer-Centric: Advocates for clients and participants at every stage.
• Innovative Mindset: Identifies opportunities to simplify, modernize, and differentiate experiences.
• Operational Integrator: Skilled at aligning people, process, and product around shared outcomes.
• Data-Driven Leader: Uses insights and metrics to drive continuous improvement.