CX Strategy Director

🕒 September 24

🇺🇸 United States – Remote

💵 $133.2k - $180.9k / year

⏰ Full Time

🔴 Lead

🧐 Strategy

👻 Ghost score 8%

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Lumeris

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

Healthcare • Healthcare Insurance • SaaS

Lumeris is a company focused on providing value-based care solutions within the healthcare industry. With over a decade of leadership in this field, Lumeris partners with health systems to improve patient outcomes and drive financial success through tech-enabled solutions. Their platform supports population health management, clinical delivery transformation, and payer contracting, offering comprehensive solutions for acute, post-acute, and high-risk patient management. Lumeris is recognized for creating significant cost savings and achieving excellent patient outcomes, including a 5-star CMS rating for its Medicare Advantage Prescription Drug Plan.

📋 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

🎯 Requirements

• 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

🏖️ Benefits

• 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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