Member Orchestration Strategy Director

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Anticipated End Date: 2026-06-23 Position Title: Member Orchestration Strategy Director Job Description: Member Orchestration Strategy Director (Business Strat Plan Dir) Location: This role requires associates to be in-office 3 days per week , fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace. Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law. Alternate locations may be considered if candidate resides within a commutable distance from an office. The Member Orchestration Strategy Directo r sits within the Customer Experience (CX) Office and is responsible for leading member orchestration across the end-to-end lifecycle. The individual will define and operationalize high-impact member journeys, enable scalable journey design and execution, and ensure consistent, personalized engagement across channels. This leader will work both within the CX Office (CXO) and cross-functionally with Product, Marketing, IT, and Operations to align on priority journeys, insights, and human-centered design needs . The role ensures journeys are grounded in member insights, designed with a human-centered approach, and executed in a way that delivers measurable value and meaningful engagement at scale. How you will make an impact: Define the vision and framework for end-to-end member journeys across key lifecycle moments (e.g., onboarding, preparing for care, getting care, post-care, etc.). Enable "journey creation at scale" through reusable components, templates and automation. Establish journey standard, governance, and design principles to ensure consistency, usability and member-centricity. Understands all aspects of the business and partners with executive leadership to define strategy, incorporating member journey insights and success criteria for the future. Translates strategy into defined tactics, journey priorities, and timelines, ensuring alignment with enterprise plans and effective execution across teams and that journeys are operationalized effectively across channels (digital, phone, SMS/email communication, etc.). Documents strategic priorities, including external environment and member insight research, to inform journey design and decision-making. Builds and leverages cross-functional relationships to deliver innovative, member-centric solutions to complex business problems. Proposes opportunities to improve results through continuous needs assessment, analytics, and member feedback, identifying opportunities to reduce friction and improve key healthcare experiences (e.g., access to care, care navigation). Responsible for the development, implementation, and monitoring of line of business planning and journey-related initiatives across the lifecycle. Minimum Requirements: Requires a BA/BS degree in a related field and a minimum of 10 years of related experience including prior leadership experience and 3 years of strategic planning; or any combination of education and experience, which would provide an equivalent background. Preferred Skills, Capabilities, and Experiences: Ex perience in customer experience, journey orchestration, lifecycle marketing, or related fields strongly preferred. Proven experience designing and scaling end-to-end customer/member journeys strongly preferred. Strong cross-functional leadership experience working with Product, Marketing, IT, Operations, and/or CX organizations strongly preferred. Experience incorporating customer insights and human-centered design into solution development strongly preferred. Experience with CX technologies (e.g., journey orchestration platforms, CRM/CDP, marketing automation tools) strongly preferred. Analytical mindset with experience defining metrics and using data to drive decisions strongly preferred. Ability to operate at both strategic and executional levels strongly preferred. Experience in healthcare, insurance, or highly regulated industries preferred. Familiarity with healthcare-related journeys (e.g., care navigation, benefits understanding, engagement programs) preferred. Experience implementing or optimizing journey orchestration platforms (e.g., Adobe Journey Optimizer, Salesforce Marketing Cloud, Pega, etc.) preferred. Strong understanding of data integration, personalization, and customer identity management preferred. Strategic thinking and systems-level problem solving preferred. Cross-functional influence and stakeholder management preferred. Operational rigor and execution discipline preferred. Data-driven decision making preferred. Customer/member-centric mindset preferred. For candidates working in person or virtually in the below location(s), the

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