Sr Director Performance Advisory Services

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

Key Responsibilities

Portfolio & Strategy

• 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.

Design & Delivery Standards

• 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.

Team Leadership & Development

• Lead a high-performing, nimble, and agile team of experience advisors and experience operations leads.
• Build deep bench strength through mentoring, capability development, and cross-functional pairing.
• Hold team members accountable for advocating for the member/customer/patient perspective in all work.
• Develop partnerships with top MBA and BA schools for internships and fellowships to create a strong pipeline of talent.
• Champion a culture of experience obsession—democratizing human-centered design methods and tools so that business and frontline teams can apply them consistently across the enterprise.

Operations & Governance

• 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.

Key Requirements

• 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

Preferred

• Certification in design thinking, service design, or related disciplines.
• Experience with agile and lean methodologies.
• Familiarity with CX technology platforms and analytics tools.
• Prior experience managing cross-functional pods or business units.
• Track record of building reusable capability hubs or centers of excellence.
• Experience with healthcare, insurance, or banking administration.

General Physical Demands

Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

Physical/Environmental Activities

Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Occasionally

What We Offer

As a Florida Blue employee, you will be at the heart of GuideWell’s vision – to lead the nation in transforming health through compassionate, connected, and technology-enabled care that delivers personalized value and empowered living.

To support your wellbeing, comprehensive benefits are offered. As an employee, you will have access to:

• Medical, dental, vision, life and global travel health insurance;
• Income protection benefits: life insurance, short- and long-term disability programs;
• Leave programs to support personal circumstances;
• Retirement Savings Plan including employer match;
• Paid time off, volunteer time off, 10 holidays and 2 well-being days;
• Additional voluntary benefits available; and
• A comprehensive wellness program

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for intern, part-time and seasonal employees may differ.

To support your financial wellbeing, we offer competitive pay as well as opportunities for incentive or commission compensation. We also conduct regular annual reviews with pay for performance considerations for base pay increases.

Annualized Salary Range: $180,000 - $292,500

Typical Annualized Hiring Range: $180,000 - $236,250

Final pay will be determined with consideration of market competitiveness, internal equity, and the job-related knowledge, skills, training, and experience you bring.

We are an Equal Employment Opportunity employer committed to cultivating a work experience where everyone feels like they belong and can perform at their best in pursuit of our mission. All qualified applicants will receive consideration for employment.