VP Customer Experience – Engagement

Job not on LinkedIn

🕒 March 20

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

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GuideWell Source

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

⚕️ Healthcare Insurance

🏛️ Government

🏢 Enterprise

Healthcare Insurance • Government • Enterprise

GuideWell Source is a company within the GuideWell Family that focuses on accelerating innovative health solutions to market, transforming and reshaping the health industry. It specializes in healthcare delivery, providing new models and superior outcomes for patients. The company emphasizes consumerism in healthcare, engaging clients in meaningful ways. GuideWell Source offers healthcare insurance, protecting employers and consumers with coverage plans and services. The company also provides administrative and claims processing services for state and federal Medicare and Medicaid programs, establishing itself as a trusted business partner in the healthcare sector with a focus on operational excellence.

📋 Description

• Lead the design of experiences that reflect the reality that most member interactions are connected to health — getting care, managing a condition, navigating a care transition, or working toward better well-being. • Partner with clinical, medical management, and population health teams to design engagement strategies for members managing chronic conditions or complex care needs — ensuring that the experience of being supported feels proactive, personal, and connected. • Develop experience models that move members from passive coverage-holders to active participants in their own health — leveraging data, behavioral science, and community connection to drive meaningful engagement. • Identify and redesign the friction points that occur when members move between care settings, coverage changes, or life stages — moments where disengagement is most likely and the cost of failure is highest. • Lead the human-centered design of end-to-end member, customer, and provider journeys across digital and non-digital channels — prioritizing the highest-impact moments across the full arc of a member’s health and coverage experience. • Partner with Product, Technology, Operations, and Clinical teams to translate journey insights into concrete improvements in processes, platforms, and policies. • Design specific interventions for critical milestones — enrollment, first use of benefits, a significant diagnosis, care completion, renewal — to reduce friction and increase both loyalty and health engagement. • Champion the application of AI and automation to reduce friction and surface timely, relevant health support — while ensuring that human connection remains accessible and high-quality for members who need it most. • Lead the overarching strategy for CRM and outbound communications throughout the member relationship — spanning service moments, care milestones, condition management touchpoints, and well-being programming. • Develop communication cadences that anticipate member needs — particularly at key health and coverage moments — moving beyond reactive service to proactive relationship building that supports better health decisions. • Build a high-performing CX function from the ground up: recruit, develop, and retain top-tier talent across journey design, CRM, health engagement, and CX program management. • Develop enterprise CX training programs and competency models that embed member-centric, health-outcome-oriented thinking across business units, call centers, and clinical teams. • Establish a CX center of excellence that serves as an internal resource, thought partner, and standard-setter across the GuideWell enterprise.

🎯 Requirements

• Bachelor’s degree in Business, Marketing, Human-Centered Design, Psychology, Behavioral Science, or a related field or additional related work experience • 10+ years of progressive experience in customer experience, health engagement, or related disciplines, with at least 5 years at a senior leadership level. • Deep expertise in CX methodology, including journey mapping and human-centered design. • Proven ability to influence at the executive level and drive change across matrixed organizational structures without direct authority. • Strong command of CX technology and data platforms, including CRM and AI-enabled service channels. • Preferred: Experience in health insurance, managed care, healthcare services, or population health — with working knowledge of CAHPS, HEDIS, CMS Star Ratings, and health engagement metrics. • Familiarity with multi-market and multicultural member populations, including Spanish-speaking and Caribbean market contexts. • Familiarity with behavioral economics or health behavior change frameworks as applied to member engagement. • Certification in CX methodology (CCXP or equivalent) or design thinking (IDEO, Stanford d.school, or similar).

🏖️ Benefits

• Medical, dental, vision, life and global travel health insurance; • Income protection benefits: life insurance, short- and long-term disability programs; • Leave programs to support personal circumstances; • Retirement Savings Plan including employer match; • Paid time off, volunteer time off, 10 holidays and 2 well-being days; • Additional voluntary benefits available; • A comprehensive wellness program