VP, Member Experience & Journey Strategy

Medica; 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

Job summary

Medica, a nonprofit health plan, seeks a Vice President of Experience to define and advance a unified, end-to-end experience strategy across members, providers, brokers, and employer groups. This senior leader will shape the vision and governance for experience across physical, digital, and service touchpoints, partnering across Growth, Operations, Clinical, Product, Digital, and Technology.

The role embeds customer-centered thinking into processes and investment decisions, building measurement

Qualifications

• 12+ years of progressive experience in customer experience, digital strategy, marketing, or related discipline
• 5+ years of senior leadership experience in a complex, matrixed organization
• Health plan experience
• Demonstrated success driving enterprise-wide experience or transformation initiatives
• 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 a cohesive end-to-end journey framework spanning acquisition, onboarding, service, and retention
• Develop and maintain experience principles, standards, and governance to ensure consistency across all touchpoints
• Serve as the organizational expert on experience design and journey optimization
• Define and implement enterprise KPIs, SLAs, and experience metrics (e.g., NPS, CSAT, effort, conversion, retention)
• Build a measurement and reporting framework to provide actionable insights to senior leadership
• Monitor performance across journeys and hold partners accountable for achieving experience outcomes
• Drive continuous improvement through data, insights, and feedback loops
• Partner across Growth, Operations, Clinical, Product, Digital, and Technology to align on priorities and outcomes
• Lead through influence to ensure teams are executing work that improves the end-to-end customer experience
• Clarify ownership and accountability for experience delivery across functions
• Identify and remove barriers to delivering a seamless and integrated experience
• Lead the development of an organizational culture that positions experience at the center of everything we do, embedding shared accountability and ensuring every employee understands their role in delivering exceptional experiences
• Define the digital experience vision and roadmap across stakeholder groups
• Identify and prioritize capabilities, features, and enhancements to improve digital engagement
• Partner with Technology to translate strategy into execution, ensuring alignment while Technology owns delivery (how)
• Ensure digital channels are intuitive, consistent, and integrated into the broader experience
• Lead a centralized content team, including content writers and communications consultants
• Oversee development of clear, consistent, and audience-specific messaging across all touchpoints
• Facilitate communications across journeys and key moments to ensure alignment, timing, and effectiveness
• Establish enterprise standards for voice, tone, and communication strategy
• Define and maintain end-to-end journey maps for all key stakeholder segments
• Identify critical moments that matter and prioritize improvements to reduce friction and enhance experience
• Drive cross-functional initiatives that improve handoffs, coordination, and overall journey performance
• Embed a customer-first mindset into business processes and decision-making
• Sets clear expectations, provides ongoing coaching and feedback, and supports employees' professional growth
• Ensures compliance with company policies, employment laws, and HR programs
• Promotes engagement, collaboration, and accountability while aligning team outcomes with organizational goals
• For Senior Leaders: Provides strategic leadership and people direction by setting vision, developing talent, and ensuring organizational effectiveness, compliance, and alignment with enterprise priorities

Skills

Experience in CX leadership

Senior leadership experience

Health plan experience

Transformation initiatives

Lead through influence

Experience measurement frameworks

Education

Bachelor's degree in business/marketing/healthcare administration

Advanced degree (MBA/MHA)

Job description

Medica, a nonprofit health plan, seeks a Vice President of Experience to define and advance a unified, end-to-end experience strategy across members, providers, brokers, and employer groups. This senior leader will shape the vision and governance for experience across physical, digital, and service touchpoints, partnering across Growth, Operations, Clinical, Product, Digital, and Technology.

The role embeds customer-centered thinking into processes and investment decisions, building measurement