Director of Customer Experience & Journey Innovation

Navia Benefit Solutions, Inc.; Renton (WA); Sur place; USD 150 000 - 210 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Leadership

Customer Experience Strategy

Cross-functional Collaboration

Regulatory Experience

Formation

Bachelor’s degree

MBA or JD preferred

Description du poste

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