Digital Experience Taxonomy & Optimization Lead

Job description

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the “12 Angry Seniors.” Their mission continues to guide everything we do. Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults. Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity. At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve. The Job The Digital Experience Taxonomy & Optimization Lead serves as SCAN’s enterprise authority for taxonomy, metadata, digital intelligence, measurement standards, and experience optimization. This is a specialized enterprise leadership role focused on the operating models, decision rights, standards, and performance measures that make digital content findable, measurable, reusable, and ready for personalization and AI-enabled experiences—not a traditional content production management role. Operating as a strategic advisor to Digital Product, Analytics, Marketing, Technology, Customer Experience, and senior leadership, this role owns enterprise taxonomy and measurement operating models; establishes metadata, instrumentation, and optimization standards; and translates behavioral, content, search, and customer insight into strategic recommendations, business cases, and prioritized roadmaps. The role partners closely with teams leading Voice of the Customer efforts to ensure Sitecore, website analytics, search, and content performance data are accurately represented within a broader view of member needs and digital performance. This position is accountable for enterprise adoption, data quality, findability, search effectiveness, content health, and measurable experience outcomes tied to SCAN’s digital ecosystem. It provides decision authority over taxonomy, metadata, analytics instrumentation, optimization standards, exception approvals, and escalation resolution while directing vendors and cross-functional delivery teams to execute against enterprise priorities. You Will Enterprise Taxonomy & Content Intelligence Strategy: Establish and govern enterprise taxonomy, metadata, content modeling, classification, and content intelligence strategies across SCAN’s digital channels. • Develop multi-year roadmaps that advance content discoverability, reuse, personalization readiness, AI readiness, site search performance, and scalable omnichannel delivery. • Evaluate emerging technologies and capabilities related to AI-driven content, search, analytics, and optimization, and make strategic investment and implementation recommendations to senior leadership. • Define enterprise standards for structured content, metadata, tagging, classification, and reuse that support web, member portal, search, personalization, virtual assistants, and future digital experiences; approve exceptions and resolve taxonomy disputes where enterprise standards are at risk. • Own the enterprise taxonomy operating model, including governance forums, decision rights, intake, prioritization, adoption expectations, quality controls, and standards management. Digital Analytics & Optimization Leadership Lead the integration, implementation strategy, governance, and enterprise adoption of Freshpaint and other website analytics, behavioral monitoring, experimentation, and digital intelligence platforms. • Define the measurement strategy for member-facing digital experiences, including event taxonomy, data quality expectations, performance indicators, experience health measures, and executive reporting requirements. • Partner with Product, UX, Marketing, Analytics, and Technology leaders to identify journey friction, conversion barriers, engagement opportunities, and experience improvements; set portfolio priorities and recommend resource allocation based on measurable value, risk, and enterprise impact. • Translate behavioral analytics, search data, content performance, and member feedback into prioritized recommendations, optimization roadmaps, and business cases. • Lead measurement approaches for site search, navigation, personalization, content effectiveness, experimentation, and member journey optimization. Website Experience Data & Voice of the Customer Partnership Partner with the teams leading Voice of the Customer, Customer Experience, Analytics, Digital Product, and Technology initiatives to help connect website experience data to enterprise experience measurement. • Ensure Sitecore monitoring, website analytics, and digital experience performance data are represented clearly and accurately within broader Voice of the Customer reporting, journey analytics, and experience priorities. • Translate Sitecore analytics, Freshpaint behavioral data, search patterns, and content performance into practical inputs that complement qualitative member feedback and support cross-functional improvement efforts. • Contribute to digital experience scorecards and leadership reporting by providing website-specific insight into strategic opportunities, emerging risks, and measurable experience outcomes. Executive Consultation & Cross-Enterprise Influence Provide strategic consultation to senior leaders on digital experience performance, taxonomy, content intelligence, discoverability, analytics, and optimization priorities. • Influence cross-enterprise leaders and teams to adopt common standards, strengthen measurement maturity, and prioritize improvements that advance member and business outcomes. • Present findings, recommendations, business cases, and strategic roadmaps to executive and cross-functional audiences. • Facilitate alignment across Digital Strategy & Experience, Marketing, Product, Member Experience, Analytics, Technology, Compliance, and other business areas. • Serve as the escalation point and enterprise subject matter expert for complex taxonomy, content architecture, digital analytics, search, and experience optimization decisions. Governance & Operational Excellence Establish and own governance models, decision rights, operating processes, documentation, and quality standards for taxonomy, metadata, analytics instrumentation, and digital optimization. • Lead enterprise content and experience audits, maturity assessments, gap analyses, and continuous improvement programs. • Define, monitor, and be accountable for adoption, data quality, content health, findability, search performance, experience KPIs, and optimization measures across digital channels. • Direct vendors, consultants, cross-functional contributors, and delivery teams against approved standards, priorities, roadmaps, and quality expectations; provide resource and sequencing recommendations to leadership based on enterprise value and delivery capacity. • Approve exceptions to enterprise taxonomy, metadata, instrumentation, and optimization standards; resolve cross-functional disputes where competing priorities create risk to findability, measurement integrity, content reuse, or experience consistency. Other We seek Rebels who are curious about AI and its power to transform how we operate and serve our members. Actively support the achievement of SCAN’s Vision and Goals. Other duties as assigned. Your Qualifications Experience Required: Bachelor's Degree or equivalent experience in Information Science, Library Science, Digital Strategy, Analytics, User Experience, Marketing, Communications, Computer Science, or a related field. 8+ years of progressive experience in digital strategy, taxonomy, information architecture, metadata management, digital analytics, content intelligence, optimization, customer experience, or a related discipline. Demonstrated experience leading enterprise-wide initiatives and influencing senior leaders and cross-functional teams without direct authority. Experience owning or leading the implementation and adoption of website analytics, behavioral analytics, customer journey analytics, experimentation, or digital experience monitoring platforms. Experience developing executive recommendations, business cases, strategic roadmaps, measurement frameworks, and decision-ready presentations. Experience working with enterprise CMS, digital experience, search, or personalization platforms. Experience Preferred: Hands-on leadership experience with Freshpaint and working knowledge of Sitecore analytics, Sitecore Search, Adobe Analytics, GA4, FullStory, or comparable platforms. Experience partnering with Voice of the Customer teams to align website behavioral data, member feedback, journey analytics, and experience measurement. Experience in Medicare Advantage, healthcare, financial services, or another regulated environment. Experience with SEO, GEO, AEO, AI search readiness, structured content, personalization, experimentation, and consent-aware digital measurement. What's in it for you? Base salary range: $120,400 to $150,000 per year Internal title: Manager Content Producer Work Mode: Mostly Onsite An annual employee bonus program Robust Wellness Program Generous paid-time-off (PTO) Eleven paid holidays per year, plus 1 floating holiday, plus 1 birthday holiday Excellent 401(k) Retirement Saving Plan with employer match and contribution Robust employee recognition program Tuition reimbursement An opportunity to become part of a team that makes a difference to our members and our community every day! We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now! At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required. #LI-MS1 #LI-Hybrid Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)