Senior Director, Experience Strategy & Performance

GuideWell; Jacksonville (FL); On-site; USD 180,000 - 293,000; Full time

Benefits offered by this job

Medical, dental, vision

Life and disability insurance

Retirement plan with employer match

Paid time off and holidays

Well-being days

Job summary

GuideWell's Florida Blue division seeks an experienced leader to own the complete experience advisory portfolio across Health Services, Commercial and Government Markets, and Shared Services. You will define the why, how, and what for enterprise experience initiatives and drive activation with measurable ROI.

You will lead and develop a high-performing team, ensure solutions scale enterprise-wide, and partner with academia to build a strong talent pipeline while aligning with travel needs across

Qualifications

• 10+ years in customer experience, service design, or strategic advisory roles.
• Proven enterprise-wide experience initiatives across multiple business lines.
• Expertise in journey mapping, service design, and customer-centric methods.
• Strong track record translating improvements into measurable ROI.
• Experience building and scaling high-performing teams in complex environments.
• Excellent communication skills with stakeholders at all levels.
• 5+ years direct supervisory/management experience.
• Bachelor's degree or equivalent work experience.

Responsibilities

• Own the complete experience advisory portfolio across Health Services, Commercial and Government Markets, and Shared Services.
• Define and communicate the why, how, and what for experience initiatives.
• Establish ROI expectations and accountability for outcomes.
• Maintain a cohesive portfolio of current, future, and net-new work.
• Lead a high-performing agile team of experience advisors and operations leads.
• Mentor growth through capability development and cross-functional pairing.
• Ensure focus on member/customer/patient perspective in all work.
• Develop partnerships to build a strong talent pipeline.

Skills

Experience leadership

Journey mapping

Service design

ROI & measurement

Stakeholder influence

Communication skills

Supervisory/management experience

Matrixed environment experience

Education

Bachelor's degree or equivalent work experience

Tools

CX platforms

Analytics tools

Job description

GuideWell's Florida Blue division seeks an experienced leader to own the complete experience advisory portfolio across Health Services, Commercial and Government Markets, and Shared Services. You will define the why, how, and what for enterprise experience initiatives and drive activation with measurable ROI.

You will lead and develop a high-performing team, ensure solutions scale enterprise-wide, and partner with academia to build a strong talent pipeline while aligning with travel needs across