31 applicants

Company

Sidecar Health · 4 hours ago

Head of Member Experience

United States

Full-time

Remote

Director/Executive

10+ years exp

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Responsibilities

Define and drive both near-term and long-term member experience roadmaps aligned with business goals

Ensure teams across the company integrate member experience priorities into their annual strategies and plans

Anticipate evolving member needs and position Sidecar Health to exceed expectations

Analyze current customer and member journeys, identifying opportunities for improvement with clear problem statements

Design and iterate on ideal future-state member experiences, supported by robust service blueprints

Lead cross-functional collaboration to prioritize impactful initiatives using data-driven insights

Leverage emerging technologies and automation tools to enhance efficiency and innovation

Socialize prioritized member experience initiatives across teams to ensure alignment and support

Translate strategic insights into actionable roadmaps for cross-functional teams

Partner closely with frontline teams (Marketing, Sales, Operations) to enable optimal member experiences through training, automation tools, and pilot programs

Collaborate with Product teams to influence roadmap priorities and enhance features that directly improve member satisfaction

Develop and deliver executional resources, including playbooks and guidelines, for seamless alignment across teams

Establish and monitor KPIs to measure and optimize member experience

Build robust tracking and reporting systems to validate strategies and inform decisions

Create ongoing feedback loops to capture, analyze, and act on member insights

Develop actionable dashboards and learning reports to surface key opportunities across the journey

Serve as the 'Voice of the Customer,' ensuring member needs are central to decision-making

Partner with the People Team to foster a culture of member-centricity within the employee experience

Advocate for member-first initiatives at all levels of the organization

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer/member experience strategyData analyticsStrategic roadmap executionCX tools familiarityProcess optimizationHealthcare regulations knowledgeKPI monitoringMentoringMember-centric culture advocacy

Required

10+ years of experience leading customer/member experience strategy and execution, with a proven track record of driving measurable improvements in customer satisfaction, loyalty, and advocacy

Demonstrated ability to build and execute multi-year strategic roadmaps aligned with business goals, balancing long-term vision with short-term execution

Expertise in using data, analytics, and customer insights to drive decisions, measure outcomes, and continuously improve member satisfaction metrics (e.g., NPS, CSAT, customer retention rates)

Experience designing and optimizing end-to-end customer/member journeys, including creating detailed service blueprints and process workflows to improve efficiency and reduce friction points

Familiarity with CX tools, automation platforms, and analytics software (e.g., Salesforce, Zendesk, Qualtrics) to monitor and enhance the customer experience

Strong ability to lead cross-functional initiatives, aligning teams across Product, Marketing, Sales, and Operations to deliver on member experience goals

Proven success in driving cultural and operational change within an organization to prioritize customer-centric strategies

Experience implementing scalable systems and processes that support rapid growth while maintaining high levels of member satisfaction

Experience building, mentoring, and scaling high-performing teams focused on member success and experience

Knowledge of healthcare regulations and compliance requirements to ensure all member experience initiatives meet industry standards