VP, Enterprise Experience & Journey Strategy

Medica Services Company LLC; Minnetonka (MN); On-site; USD 264,000 - 396,000; Full time

Benefits offered by this job

Short Term Incentive plan

Long Term Incentive plan

Supplemental Executive Retirement Plan

Generous benefits package

Job summary

Medica, a leading nonprofit health plan, seeks a senior leader to define and execute an enterprise-wide experience strategy across members, providers, brokers, and employers. You will shape a cohesive end-to-end journey framework covering acquisition, onboarding, service, and retention while governing standards and metrics.

You will partner with Growth, Operations, Clinical, Product, Digital, and Technology to translate strategy into action, driving a customer-first culture and measurable

Qualifications

• Bachelor's degree in business, marketing, healthcare administration, or related field.
• 12+ years of progressive experience in customer experience, digital strategy, marketing, or related discipline; 5+ years in senior leadership.
• Proven ability to lead through influence without direct authority.
• Strong experience with experience measurement frameworks (e.g., NPS, CSAT, journey analytics).

Responsibilities

• Define and lead the enterprise-wide experience strategy across members, providers, brokers, and employer groups.
• Establish cohesive end-to-end journey framework spanning acquisition, onboarding, service, and retention.
• Develop and maintain experience principles, standards, and governance for consistency across touchpoints.
• Lead cross-functional collaboration across Growth, Operations, Clinical, Product, Digital, and Technology.
• Define the digital experience vision and roadmap; identify prioritized capabilities and enhancements.
• Oversee development of clear, consistent messaging and content across all journeys.
• Embed customer-first mindset and ensure accountability for experience delivery.

Skills

Customer experience

Digital strategy

Marketing

Leadership

Influence without authority

Experience measurement

Education

Bachelor's degree

Advanced degree

Job description

Medica, a leading nonprofit health plan, seeks a senior leader to define and execute an enterprise-wide experience strategy across members, providers, brokers, and employers. You will shape a cohesive end-to-end journey framework covering acquisition, onboarding, service, and retention while governing standards and metrics.

You will partner with Growth, Operations, Clinical, Product, Digital, and Technology to translate strategy into action, driving a customer-first culture and measurable