CX Strategy Director

🕒 il y a 1 mois

🇺🇸 États-Unis – Télétravail

💵 $133 200 - $180 900 / an

⏰ Temps Plein

🔴 Expert

🧐 Stratégie

👻 Score fantôme 6%

Ce que ça veut dire : la probabilité que personne ne recrute vraiment pour cette offre.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Lumeris

Site WebLinkedInTous les Emplois

1001 - 5000 employés

🏥 Santé

⚕️ Assurance santé

☁️ SaaS

Healthcare • Healthcare Insurance • SaaS

Lumeris est une entreprise spécialisée dans la fourniture de solutions de soins basées sur la valeur au sein de l'industrie de la santé. Avec plus d'une décennie de leadership dans ce domaine, Lumeris s'associe aux systèmes de santé pour améliorer les résultats des patients et assurer le succès financier grâce à des solutions technologiques. Leur plateforme soutient la gestion de la santé de la population, la transformation de la prestation des soins et la contractualisation avec les payeurs, offrant des solutions complètes pour la gestion des patients en situation aiguë, post-aiguë et à haut risque. Lumeris est reconnu pour créer des économies significatives et obtenir d'excellents résultats pour les patients, y compris une note de 5 étoiles CMS pour son plan de médicaments sur ordonnance Medicare Advantage.

Description

• Build and operationalize a standardized enterprise-wide framework for mapping, testing, deploying, and tracking member journeys • Define and enforce journey campaign structures, channel hierarchies, and communication standards • Audit journeys and touchpoints to identify drop-off points, operational bottlenecks, and messaging friction • Optimize the senior member journey for Medicare Advantage populations, including digital literacy, age-in transitions, and accessibility needs • Manage journeys from strategic design through live operational pathways, with continuous monitoring and refinement • Partner with Quality, Clinical, Care Management, Network, and Provider Engagement leaders to identify pain points and priorities • Own the end-to-end design, building, integration, and delivery of prioritized journeys • Coordinate siloed business units to ensure seamless member transitions, digital tracking, and operational handoffs • Orchestrate cross-functional workstreams without direct reporting authority • Lead feature prioritization and operational rollout for the member portal and mobile app • Write business requirements and translate member feedback and user behavior into UX user stories and digital tagging requirements • Design strategies to accelerate digital registration, benefit navigation, and self-resolution of member inquiries • Partner with Enterprise Data on the Member 360 initiative and define business and experience requirements • Build and manage feedback mechanisms including digital intercept surveys, NPS, focus groups, and complaint analytics • Translate member behavior and operational data into executive insights and dashboards • Link member experience enhancements to CAHPS, HEDIS, and HOS outcomes while ensuring CMS regulatory compliance • Build service recovery protocols and conduct root-cause analyses • Align experience strategies with provider relations and network operations

🎯 Exigences

• 12+ years of experience in customer/member experience strategy, journey management, customer success, or product strategy • Track record of building and operationalizing experience frameworks from scratch • Experience executing in a senior individual contributor capacity and managing highly complex, multi-dimensional projects • Deep understanding of healthcare operations, managed care, or health plan ecosystems • Direct experience using CX strategies to influence STARS, CAHPS, HEDIS, and HOS metrics • Ability to operate in a high-ownership, lean team environment • Strong proficiency with digital product road mapping for portals and apps • Understanding of data systems, CRM tools such as Salesforce, and analytics tools such as Tableau and Power BI • Ability to influence senior cross-functional leaders and align stakeholders without direct reporting lines • Bachelor's degree in Healthcare Administration, Business, Marketing, or a related field • Must be authorized to work in the United States; visa sponsorship is unavailable

🏖️ Avantages

• Medical, Vision and Dental Plans • Tax-Advantage Savings Accounts (FSA & HSA) • Life Insurance and Disability Insurance • Paid Time Off (PTO, Sick Time, Paid Leave, Volunteer & Wellness Days) • Employee Assistance Program • 401k with company match • Employee Resource Groups • Employee Discount Program • Learning and Development Opportunities • Performance-based incentive and/or equity may be available depending on the position

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