Senior Director, Experience Strategy & Transformation

WEB-TPA, Inc.; Jacksonville (FL); On-site; USD 180,000 - 293,000; Full time

Benefits offered by this job

Comprehensive benefits

Paid time off

Job summary

WEB-TPA, Inc. seeks an experienced Experience Advisory Leader to own and shape a comprehensive experience portfolio across Health, Commercial, Government, and Shared Services.

You will set narratives, drive ROI-focused initiatives, and ensure scalable enterprise solutions with a strong emphasis on customer-centric design. Lead a high-performing team, establish design standards, and collaborate across business lines to translate experience improvements into measurable business results.

Qualifications

• 10+ years related work experience in customer experience, service design, or related strategic advisory roles.
• Demonstrated success leading enterprise-wide experience or transformation initiatives across multiple business lines.
• Proven expertise in journey mapping, service design, and customer-centric methodologies.
• Strong track record of translating experience improvements into measurable business results and ROI.
• Experience building and scaling high-performing teams in complex, matrixed environments.
• Excellent communication skills with ability to influence stakeholders at all levels.
• 5+ years direct supervisory/management experience.
• Related Bachelor's degree or additional related equivalent work experience.

Responsibilities

• Own the complete experience advisory portfolio across Health Services, Commercial and Government Markets, and Shared Services, including the prioritized book of member/customer/provider/broker journeys and their associated value-at-stake.
• Define and communicate the “why, how, what” narrative for all experience initiatives and enterprise-wide activation efforts.
• Establish and enforce ROI expectations on all deliverables, ensuring accountability for measured outcomes rather than recommendations alone.
• Maintain a cohesive portfolio of current work, future work, and net-new innovations.
• Set the design-and-delivery methodology and standards for the practice, including journey design, service design, and touchpoint redesign.
• Ensure that solutions are designed once, deployed, and then scaled across the enterprise.
• Co-develop the capability hub—a centralized repository of best-in-class tools, templates, and resources—to enable enterprise-wide adoption and consistency.
• Oversee Customer Experience (CX) business unit pods, quality standards, and operational seams.
• Maintain disciplined 2×2 prioritization (time to value) for all experience work and enforce work-in-progress caps to prevent overload.
• Ensure experience improvements are tied to measured results and business outcomes.

Skills

Leadership

Stakeholder management

Journey mapping

Service design

Customer experience

Education

Bachelor's degree in related field

Tools

CX platforms

Analytics tools

Job description

WEB-TPA, Inc. seeks an experienced Experience Advisory Leader to own and shape a comprehensive experience portfolio across Health, Commercial, Government, and Shared Services.

You will set narratives, drive ROI-focused initiatives, and ensure scalable enterprise solutions with a strong emphasis on customer-centric design. Lead a high-performing team, establish design standards, and collaborate across business lines to translate experience improvements into measurable business results.