About the Role
This role is responsible for shaping and executing strategies that improve how users interact with services, ensuring experiences are seamless, effective, and centered on real needs.
Responsibilities
- Lead the development of holistic experience strategies aligned with user needs and business goals
- Translate customer insights into actionable journey improvements
- Collaborate with cross-functional teams to implement experience enhancements
- Oversee end-to-end execution of key experience initiatives
- Define success metrics and track performance of implemented changes
- Identify friction points in customer and client interactions
- Design scalable solutions that balance user needs with operational realities
- Manage timelines and deliverables for strategic projects
- Facilitate workshops to align stakeholders on experience vision
- Champion user-centered design principles across departments
- Develop frameworks for consistent experience delivery
- Evaluate new tools and technologies to enhance service quality
- Communicate progress and results to senior leadership
- Ensure alignment between product, service, and support experiences
- Guide pilot programs and scale successful prototypes
- Integrate feedback loops to inform continuous improvement
- Partner with research teams to uncover unmet needs
- Maintain documentation of experience standards and playbooks
- Support change management during experience transitions
- Coordinate with external partners on joint experience efforts
Nice to Have
- Master’s degree in a relevant discipline
- Certification in service design, project management, or change leadership
- Direct experience in patient or caregiver support programs
- Background in health technology implementation
- Experience working with clinical or care teams
- Familiarity with HIPAA or healthcare compliance standards
- Prior success scaling national or enterprise-level programs
- Proficiency in design thinking methodologies
- Experience with journey analytics platforms
- Knowledge of behavioral science principles applied to health
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with flexibility based on role and location
Team
Collaborative environment focused on innovation in health and well-being solutions
About the Team
The team focuses on reimagining how individuals access and engage with support services, combining empathy with evidence-based design to create meaningful impact.
Growth Opportunities
This position offers leadership exposure, direct influence on product evolution, and the chance to shape emerging practices in experience innovation.
Available for qualified candidates
