AVP, Customer Experience Strategy - Medicare

Description and Requirements

The AVP, Customer Experience Strategy - Medicare is responsible for shaping and executing the experience strategy for Healthfirst's Medicare line of business. Reporting to the Vice President of Customer Experience, this role drives initiatives that enhance the end-to-end member experience, ensuring that every touchpoint aligns with the needs, preferences, and expectations of Medicare members. The AVP leads the development of strategic priorities derived from member insights, market intelligence, and organizational goals. This position partners closely with experience and service designers and the insights and measurement function, as well as leaders across Product, Digital/IT, Customer Service, and Population Health. Together, they translate data and insights into actionable strategies that improve member satisfaction, engagement, and retention. This is a strategic leadership role, not a customer service operations role. It requires working knowledge of Medicare Advantage market dynamics and the complexities of the dual-eligible, Medicare-Medicaid member base.

Principal Accountabilities

Strategy Development and Execution:

• Lead the creation and implementation of the Medicare customer experience strategy aligned with business objectives and regulatory requirements
• Own and evolve the Medicare member journey portfolio, identifying key moments that matter and opportunities for differentiation
• Translate member insights and business priorities into actionable experience initiatives that enhance value, satisfaction, and loyalty

• Partner closely with experience and service designers to translate strategy and member insights into tangible journey improvements, service blueprints, and design prototypes
• Collaborate with the Insights and Measurement team to interpret Voice of the Customer (VOC) and behavioral data to identify pain points, quantify impact, and guide prioritization
• Ensure that design and insights outputs inform benefit design, digital product development, service enhancements, and communication strategies
• Promote human-centered design and data-driven decision-making across Medicare programs to foster empathy, innovation, and accountability

• Oversee a portfolio of experience improvement initiatives, engagement campaigns, and service transformation programs
• Collaborate with allied teams to define clear goals, success metrics, and governance structures for each initiative
• Manage a small team of professionals, providing leadership, coaching, and development opportunities

• Partner with Product teams to influence benefit and plan design decisions that support member experience goals
• Collaborate with Digital and IT teams to guide requirements for portals, apps, and self-service tools
• Work with Customer Service to define service standards, training, and experience-focused performance measures
• Partner with Marketing and Communications to shape engagement campaigns, content strategy, and communication tone

• Lead cross-functional working groups to ensure alignment and accountability for Medicare experience priorities
• Represent the Medicare member experience in governance forums and strategy reviews
• Communicate progress, risks, and outcomes effectively to senior leadership and executive stakeholders

• Bachelor's degree
• 10-15 years of progressive experience in customer experience strategy, member engagement, or consumer strategy roles
• Strong understanding of Medicare Advantage products, member needs, and regulatory environment
• Demonstrated success leading strategic, cross-functional initiatives that improved customer or member experience
• Experience using Voice of the Customer (VOC) and NPS data, as well as familiarity with both qualitative and quantitative research methods
• Proven ability to manage and mentor teams
• Strong analytical, communication, and stakeholder management skills

• Master's degree in business, Public Health, Healthcare Administration, or related field
• Familiarity with experience design and service design methodologies and tools
• Demonstrated ability to influence senior leaders and drive organizational change

• Strategic Thinking and Execution
• Cross-Functional Leadership
• Member-Centric Mindset
• Data-Informed Decision Making
• Experience and Service Design Collaboration
• Communication and Influence
• Portfolio and Program Management