Director, Consumer Experience Relationship Intelligence

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Join the team leading the next evolution of virtual care. At Teladoc Health, you are empowered to bring your true self to work while helping millions of people live their healthiest lives. Here you will be part of a high-performance culture where colleagues embrace challenges, drive transformative solutions, and create opportunities for growth. Together, we're transforming how better health happens. Summary of Position The Director, Operations & CX Intelligence will define and manage the operating rhythm, experiment portfolio, and customer experience intelligence model for Teladoc NeXT Studio. This role combines Studio operating discipline with a modern Voice of Customer and relationship intelligence capability, ensuring that rapid experiments, customer signals, research findings, and cross-functional insights are translated into clear priorities, executive decisions, and measurable experience improvements. This role will help build the connective tissue between R&D, CX, Product, Operations, Clinical teams, Marketing, Analytics, and external partners. The position is responsible for ensuring that NeXT Studio is not only testing new ideas quickly, but also learning in a disciplined way, capturing evidence, identifying experience risks, and translating data into business recommendations. This position operates in a startup-minded environment within a large enterprise. The role operates in a highly dynamic environment, requiring flexibility, iterative development, strong cross-functional coordination, and the ability to shape solutions as the problem space continues to evolve. Essential Duties and Responsibilities Own the NeXT Studio operating model, including experiment intake, prioritization, planning, portfolio tracking, decision logs, readouts, and cross-functional operating rhythms. Manage the NeXT Studio experiment portfolio in partnership with Executive Leaders, Product, Clinical, Operations, Marketing, Analytics, Legal, and external partners to ensure work is focused on strategic business priorities and measurable learning. Improve CX Intelligence models that transforms traditional VOC into an integrated system for sensing customer needs, trust gaps, emotional friction, operational pain points, and opportunity areas. Establish and maintain a single VOC strategy and insight intake model to reduce redundant research, reconcile conflicting signals, and create a clearer enterprise view of customer, provider, buyer, and partner experience. Work cross functionally to implement. Partner with Director of CX Strategy & Enablement to translate customer insights and experiment learnings into journey maps, service blueprints, personas, playbooks, templates, governance recommendations, and experience standards. Develop experiment charters, success measures, ROI assumptions, risks, dependencies, and learning agendas to ensure NeXT Studio experiments produce decision-quality evidence. Synthesize research findings, operational signals, and experiment results into executive-level narratives that clearly articulate what leaders need to understand, decide, or change. Maintain an insight and learning repository that connects VOC findings, experiment outcomes, customer pain points, and Teladoc priorities. Identify and escalate systemic experience risks when customer signals, research findings, or experiment evidence are consistently ignored or contradicted by delivery decisions. Support internal storytelling, publishing, client-facing innovation updates, and leadership communications that promote NeXT Studio learnings and demonstrate business impact. Continuously evolve the Studio Operations and CX Intelligence model in alignment with changes in Teladoc's products, populations, operating model, customer expectations, and business priorities. Supervisory Responsibilities Yes. This role may directly or indirectly manage research, insight, project coordination, and Studio operations contributors as the NeXT Studio and CX functions scale. Qualifications Expected for Position 10+ years experience in customer experience, operations, research, insights, service design, innovation, product strategy, program management, or related fields. Demonstrated experience building operating models, innovation programs, working in R&D functions, innovation portfolios, or insight programs from the ground up in fast-changing environments. Strong qualitative and quantitative research fluency with a bias toward synthesis, decision support, and executive storytelling. Experience managing complex cross-functional initiatives across Product, Operations, Clinical, Marketing, Analytics, Legal, and external partners. Ability to translate ambiguous business questions into clear learning agendas, experiment charters, research plans, success measures, and decision-ready recommendations. Experience influencing senior leaders through evidence, structured narratives, customer insights, and operational recommendations. Strong portfolio management, fac

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