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Healthfirst · 10 hours ago

AVP, Customer Experience Strategy - Medicare

100 Church Street

Full-time

Hybrid

Senior Level, Lead/Staff

$169K/yr - $258K/yr

10+ years exp

Healthfirst is a healthcare organization focused on improving member experiences, and they are seeking an AVP Customer Experience Strategy for their Medicare line of business. This role is responsible for shaping and executing the experience strategy, enhancing member satisfaction, and leading cross-functional initiatives to improve engagement and retention.

Commercial InsuranceHealth CareHealth InsuranceInsurance

Responsibilities

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

Qualification

Customer experience strategyMedicare Advantage knowledgeVoice of the Customer (VOC)Data-informed decision makingExperience design methodologiesCross-functional leadershipAnalytical skillsStakeholder managementCommunication skillsTeam management