Senior Director of Enterprise Experience & Transformation

Florida Blue Group; Jacksonville (FL); On-site; USD 180,000 - 293,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Life and disability insurance

Retirement Savings Plan with employer

Paid time off and holidays

Wellness program

Job summary

Florida Blue seeks a senior leader to own the experience advisory portfolio across Health Services, Commercial, Government Markets, and Shared Services. You will define the narrative for experience initiatives and activation, set ROI expectations, and ensure outcomes are measured.

You will maintain a cohesive portfolio of current and future innovations while leading a high-performing, agile team. You will also establish design standards, co-develop a capability hub, and partner with top programs

Qualifications

• 10+ years in customer experience, service design, or related strategic advisory roles.
• Proven enterprise-wide experience leading experience initiatives across multiple lines of business.
• Expertise in journey mapping, service design, and customer-centric methodologies.
• Strong track record translating experience improvements into measurable ROI.
• Experience building and scaling high-performing teams in complex environments.
• Excellent communication with stakeholders at all levels.

Responsibilities

• Own the complete experience advisory portfolio across Health Services, Commercial and Government Markets, and Shared Services.
• Define the why, how, what narrative for all experience initiatives and enterprise activation.
• Set ROI expectations and ensure outcomes are measured, not just recommendations.
• Maintain a cohesive portfolio of current, future, and net-new innovations.
• Set design-and-delivery standards for the practice including journey and service design.
• Co-develop a capability hub to enable enterprise-wide adoption.
• Lead agile team of experience advisors and operations leads; mentor and develop talent.
• Oversee CX pods, enforce prioritization, and tie improvements to business outcomes.
• Develop partnerships with MBA/BA programs to create a pipeline of talent.
• Champion human-centered design across the enterprise and ensure cross-functional application.

Skills

Leadership

Strategic thinking

Communication

Education

Bachelor's degree or equivalent

Job description

Florida Blue seeks a senior leader to own the experience advisory portfolio across Health Services, Commercial, Government Markets, and Shared Services. You will define the narrative for experience initiatives and activation, set ROI expectations, and ensure outcomes are measured.

You will maintain a cohesive portfolio of current and future innovations while leading a high-performing, agile team. You will also establish design standards, co-develop a capability hub, and partner with top programs