Director Customer Experience Strategy

The Director, Customer Experience Strategy is responsible for leading the development and execution of customer experience strategies that improve how Medicaid members engage with Healthfirst across key journeys and touchpoints. This role plays a critical part in advancing a more personalized, insight-driven, and equitable member experience, grounded in a deep understanding of Medicaid populations and their needs.
Reporting senior Customer Experience leadership, the Director translates member insights, operational realities, and business priorities into actionable experience strategies. The role partners with experience and service designers, the Insights and Measurement function, and cross-functional teams across Product, Digital/IT, Customer Service, Marketing, and Population Health to drive improvements in member engagement, satisfaction, retention, and outcomes.
This is a strategy and enablement role, not a customer service operations role. It requires strong experience in journey strategy, personalization, engagement, and experience transformation within complex, regulated environments.

Experience Strategy Development & Execution:

• Lead the development and ongoing evolution of the Medicaid customer experience strategy, aligned with organizational priorities, regulatory requirements, and member needs
• Establish elements of mid-term experience strategies and operational plans for the Medicaid customer experience portfolio
• Own and manage key Medicaid member journeys, identifying moments that matter, pain points, and opportunities to improve engagement, satisfaction, and outcomes
• Translate insights into actionable experience strategies, initiatives, and roadmaps that can be delivered through cross-functional teams

Personalization, Segmentation & Member Engagement:

• Lead the development and application of Medicaid member personas and segmentation frameworks to inform journey design, engagement strategies, and prioritization
• Identify opportunities to personalize experiences across channels and touchpoints based on member needs, behaviors, and life moments
• Partner with Marketing, Communications, Product, and Population Health to ensure experience strategies support engagement, retention, and quality goals

Experience, Service Design & Journey Transformation:

• Partner with experience and service designers to define future-state Medicaid member journeys rooted in member needs, behavioral insights, and operational feasibility
• Support experience transformation efforts by helping define roadmaps that align people, processes, technology, and partners around improved member journeys
• Champion human-centered, member-informed design practices across Medicaid initiatives

Insights, Measurement & Analytics:

• Collaborate with the Insights and Measurement team to leverage VOC, operational, and behavioral data to identify pain points, prioritize initiatives, and assess impact
• Lead the development of experience metrics and analytical frameworks that connect how members interact with Healthfirst, how they perceive those interactions, and resulting behaviors
• Use insights to continuously refine experience strategies and inform cross-functional decision-making

Portfolio & Initiative Management:

• Manage a portfolio of Medicaid experience improvement initiatives, engagement programs, and journey redesign efforts
• Partner with cross-functional teams to define objectives, success metrics, and delivery approaches for experience initiatives
• Track progress, risks, and outcomes; escalate issues as needed and support continuous improvement

Cross-Functional Collaboration & Stakeholder Engagement:

• Partner with Product teams to inform benefit and program design decisions from a member experience perspective
• Collaborate with Digital and IT teams to shape requirements for member-facing tools, portals, and self-service capabilities
• Work with Customer Service leadership to align service standards, training priorities, and performance measures with experience goals
• Represent the Medicaid member experience in cross-functional working groups, planning sessions, and initiative reviews

People Leadership:

• Lead and develop a small team of customer experience strategy professionals, providing coaching, feedback, and growth opportunities
• Foster collaboration, accountability, and a shared focus on improving the Medicaid member experience

Minimum Qualifications:

• Bachelor’s degree required
• 8–12 years of experience in customer experience strategy, member engagement, personalization, marketing strategy, or related roles
• Strong understanding of Medicaid programs, member populations, and regulatory considerations
• Demonstrated success leading cross-functional initiatives that improved customer or member experience outcomes
• Experience leveraging VOC data and qualitative and quantitative research to inform strategy and prioritization
• Strong journey mapping, persona development, and experience design collaboration skills
• Proven people leadership, communication, and stakeholder management capabilities

Preferred Qualifications:

• Master’s degree in business, Public Health, Healthcare Administration, or related field
• Experience working within Medicaid managed care organizations or government-sponsored healthcare programs
• Familiarity with digital-first engagement, marketing technology, analytics tools, or experience measurement platforms
• Experience influencing outcomes in matrixed organizations without direct authority

WE ARE AN EQUAL OPPORTUNITY EMPLOYER.  HF Management Services, LLC complies with all applicable laws and regulations. Applicants and employees are considered for positions and are evaluated without regard to race, color, creed, religion, sex, national origin, sexual orientation, pregnancy, age, disability, genetic information, domestic violence victim status, gender and/or gender identity or expression, military status, veteran status, citizenship or immigration status, height and weight, familial status, marital status, or unemployment status, as well as any other legally protected basis. HF Management Services, LLC shall not discriminate against any disabled employee or applicant in regard to any position for which the employee or applicant is otherwise qualified.

If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to [email protected] or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within HF Management Services, LLC will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with HF Management Services,  LLC.

Know Your Rights

All hiring and recruitment at Healthfirst is transacted with a valid “@healthfirst.org” email address only or from a recruitment firm representing our Company. Any recruitment firm representing Healthfirst will readily provide you with the name and contact information of the recruiting professional representing the opportunity you are inquiring about. If you receive a communication from a sender whose domain is not @healthfirst.org, or not one of our recruitment partners, please be aware that those communications are not coming from or authorized by Healthfirst.  Healthfirst will never ask you for money during the recruitment or onboarding process.

Hiring Range*:

• Greater New York City Area (NY, NJ, CT residents): $154,600 - $236,555

• All Other Locations (within approved locations): $127,500 - $195,075

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.

In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.

*The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.