Senior Director, Enterprise Consumer Experience Programs - Remote

Overview

The Senior Director, Enterprise Consumer Experience Programs is responsible for coordinating an enterprise-wide strategy designed to deliver exceptional service to the CareSource membership and its affiliates.

In Short

• Leads the team to identify key patient friction points.
• Develops strategies to close service gaps and opportunities.
• Collaborates with executive stakeholders to communicate service expectations.
• Oversees the development of patient experience dashboards and scorecards.
• Initiates measurements to understand the impact of key member experience initiatives.
• Supports leaders through service changes and acts as a liaison.
• Develops strategies for regulatory surveys and customer experience initiatives.
• Maintains awareness of trends and best practices in consumer experience.
• Creates baseline measures and ROI estimates for programs.
• Acts as a difference-maker in improving consumer experience.

Requirements

• Bachelor’s degree or equivalent leadership experience in healthcare.
• Minimum of seven years of Consumer Insights experience.
• Five years of strategic leadership or healthcare management experience.
• Two years of leadership experience related to patient experience improvement.
• Experience with low-income demographics is desired.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Excellent communication and presentation skills.
• Ability to work independently and in teams.
• Strong analytical and process skills.
• Time management and decision-making skills.

Benefits

• Comprehensive total rewards package.
• Opportunity for bonuses tied to performance.
• Supportive work environment focused on well-being.
• Inclusive culture that welcomes diverse backgrounds.
• Opportunities for personal and professional development.
• Engagement in meaningful work that makes a difference.
• Access to innovative tools and resources.
• Flexible work arrangements.
• Collaboration with passionate teams.
• Chance to influence positive change in the community.