CX Strategy Director

Job description

Your Future is our Future At Lumeris, we believe that our greatest achievements are made possible by the talent and commitment of our team members. That's why we are actively seeking talented and collaborative individuals who are passionate about making a difference in the healthcare industry. Join us today as we strive to create a system of care that every doctor wants for their own family and become part of a community that values its people and empowers you to make an impact. We're excited to consider every qualified candidate authorized to work in the United States, although we are unable to sponsor visas for this role at this time. Position: CX Strategy Director Position Summary: The CX Strategy Director is the principal architect of our member journey, responsible for how member interactions are mapped, orchestrated, and optimized across all products and touchpoints. Reporting directly to the Vice President, Marketing and Experience, this role owns our end-to-end journey management practice, establishing the standard enterprise-wide framework for how we build, manage, and track member pathways. Operating at the intersection of high-level strategic systems thinking and hands-on operational execution, this leader acts as a central operational partner to cross-functional teams (including Quality, Care Management, Network, Provider Engagement, Clinical, and Technology). In this unique capacity, they collaboratively partner with business leaders to identify and prioritize strategic experience gaps, while taking ownership of designing, building, delivering, and measuring those journeys. Operating as a highly specialized senior individual contributor, this role drives enterprise-wide execution through advanced cross-functional influence and matrixed leadership. The ideal candidate is an audience-obsessed systems thinker who serves as the primary business sponsor, orchestrator, and consumer of our Member 360 data strategy—partnering closely with Enterprise Data as the technical builders and architects—to leverage unified member insights, drive our digital portal and mobile app roadmaps, and serve as our ultimate champion to elevate health plan quality and clinical outcomes. Job Description: Key Responsibilities Build & Scale the Journey Management Practice Unified Journey Framework: Build and operationalize a standardized, enterprise-wide framework from the ground up for how member journeys are mapped, tested, deployed, and tracked. Journey Governance & Standards: Define and enforce journey campaign structures, channel hierarchies, and communication standards to ensure a highly consistent and brand-aligned member experience. Friction & Drop-Off Analysis: Continually audit active journeys and touchpoints to identify drop-off points, operational bottlenecks, or messaging friction, executing structured interventions to optimize paths. Analyze and optimize the senior member journey, specifically accounting for the unique digital literacy levels, age-in transitions, and accessibility needs of our Medicare Advantage population. Lifecycle Management: Move journeys from initial strategic design to live, operational pathways, ensuring continuous performance monitoring and iterative refinement. Cross-Functional Collaboration & Journey Execution Collaborative Prioritization: Partner with Quality, Clinical, Care Management, Network, and Provider Engagement leaders to analyze data, identify systemic pain points, and collaboratively align on target experience areas and strategic priorities. Operational Journey Delivery: Take absolute, end-to-end operational ownership of designing, building, integrating, and delivering these prioritized journeys across internal departments. Operational Orchestration: Act as the master coordinator across siloed business units to ensure seamless member transitions, digital tracking, and clean operational handoffs. Matrixed Leadership : Indirectly guide and orchestrate the work of cross-functional Managers and highly skilled contributors across the enterprise, successfully managing complex workstreams without reliance on a direct reporting structure. Digital Experience & Self-Service Optimization Digital Front Door Roadmap: Lead the strategic feature prioritization and operational rollout of our member portal and mobile app, ensuring our digital tools exceed member expectations and drive retention. Hands-On Technical Translation: Serve as the hands-on business architect for our digital tools, directly writing business requirements and translating raw member feedback and user behavior into technical UX user stories and digital tagging requirements for product development teams. Self-Service Adoption: Design and execute scalable strategies that accelerate digital registration, benefit navigation, and digital self-resolution of common member inquiries. Feedback-to-Product Loops: Bridge direct member feedback and technical UX/product development, translating user behavior and complaints into product enhancements and digital tagging requirements. Member 360 Data & Analytics Enablement Member 360 Partnership: Act as the primary business sponsor and partner to Enterprise Data for the "Member 360" initiative. Define the critical business and experience requirements, ensuring that the enterprise data ecosystem empowers personalized digital touchpoints, journey orchestration, and frontline empathy. Listening Ecosystem: Build and manage real-time feedback mechanisms (digital intercept surveys, NPS, focus groups, and complaint analytics) to capture raw member sentiment. Executive Narrative & Insights: Translate complex member behavior and operational data into clear, plain-language insights and dashboards for executive decision-making. Quality, STARS & Performance Alignment (CAHPS, HEDIS, HOS) STARs Experience Strategy: Directly link member experience enhancements to key quality metrics, driving targeted experience campaigns that elevate CAHPS, HEDIS, and HOS outcomes. Ensure all member journey frameworks and digital touchpoints strictly adhere to CMS marketing and communications regulations, while deploying targeted interventions that directly elevate MA-specific CAHPS and HOS outcomes. Service Recovery & Continuous Improvement: Build standard, high-velocity protocols to resolve escalated member issues, and lead deep-dive root-cause analyses to prevent future systemic failures. Provider & Partner Engagement: Align experience strategies with provider relations and network operations, ensuring that external clinical partners are supported in delivering frictionless member care navigation. Qualifications 12+ years of experience in customer/member experience strategy, journey management, customer success, or product strategy, with a track record of building and operationalizing experience frameworks from scratch. Experience must demonstrate a strong capability to execute in a senior individual contributor capacity, managing highly complex, multi-dimensional projects. Deep understanding of healthcare operations, managed care, or health plan ecosystems, with direct experience utilizing CX strategies to move regulatory and quality metrics (STARS, CAHPS, HEDIS, HOS). Demonstrated comfort operating in a high-ownership, lean team environment. Must possess the ability to write executive-level strategy slides on one day, and draft front-line scripts or build tracking sheets the next. Strong proficiency with digital product road mapping (portals, apps) and modern CX platforms. Understanding of data systems, CRM tools (e.g., Salesforce), and analytics tools (e.g., Tableau, Power BI) required to build "Member 360" views. Outstanding ability to influence senior cross-functional leaders (clinical, technical, operations) and align stakeholders around a single execution plan without direct reporting lines. Bachelor’s degree in Healthcare Administration, Business, Marketing, or a related field (Master’s or relevant certifications like CCXP or Six Sigma preferred). Working Conditions While performing the duties of this job, the employee works in normal office working conditions. #LI-REMOTE Pay Transparency: Factors that may be used to determine your actual pay rate include your specific skills, experience, qualifications, location, and comparison to other employees already in this role. In addition to the base salary, certain roles may qualify for a performance-based incentive and/or equity, with eligibility depending on the position. These rewards are based on a combination of company performance and individual achievements. The hiring range for this position is: $133,200.00-$180,900.00 Benefits of working at Lumeris Medical, Vision and Dental Plans Tax-Advantage Savings Accounts (FSA & HSA) Life Insurance and Disability Insurance Paid Time Off (PTO, Sick Time, Paid Leave, Volunteer & Wellness Days) Employee Assistance Program 401k with company match Employee Resource Groups Employee Discount Program Learning and Development Opportunities And much more... Be part of a team that is changing healthcare! Member Facing Position: No- Not Member or Patient Facing Position Drug Screen Requirement: No MVR Required: No Credit Check Required: No Location: Remote, USA Time Type: Full time Lumeris and its partners are committed to protecting our high-risk members & prospects when conducting business in-person. All personnel who interact with at-risk members or prospects are required to have completed, at a minimum, the initial series of an approved COVID-19 vaccine. If this role has been identified as member-facing, proof of vaccination will be required as a condition of employment. Disclaimer: The job description describes the general nature and level of work being performed by people assigned to this job and is not intended to be an exhaustive list of all responsibilities, duties and skills required. The physical activities, demands and working conditions represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential job duties and responsibilities. Lumeris is an EEO/AA employer M/F/V/D.