Consumer Experience Program Lead

About the role

The Consumer Experience Program Lead is responsible for execution for the strategy, governance, delivery, and performance of Consumer Experience programs. This position recommends program direction, integrates work across business and technical functions, and ensures that regulatory requirements, consumer insights, operational initiatives, and performance-improvement activities are translated into a coordinated enterprise program. Bodies of work may span qualitative and quantitative efforts, inclusive of, but not limited to surveys, focus groups, and Consumer Advisory Councils.

Responsibilities

• Drive a culture of member-centric thinking by ensuring the voice of the consumer is integrated into strategy, multiyear roadmaps, program development and experience improvement initiatives across the organization.
• Serve as subject-matter expert for Consumer Experience initiatives, methodologies, performance drivers, study design and administration, data structures, and industry practices.
• Translate regulatory requirements, survey results and trends, consumer insights, and operational performance into enterprise strategies, investment recommendations, and measurable improvement plans.
• Provide functional program-level guidance, mentorship, and subject-matter leadership to team members and cross-functional key partners, promoting consistent standards and high-quality execution across the Consumer Experience portfolio.
• Lead complex, interdependent bodies of work across the lifecycle of research and engagement projects, ensuring alignment of scope, study design, documentation, dependencies, risks, and outcomes.
• Support development of and present program analysis, actionable insights and recommendations and, as appropriate, support communication with executive sponsors, senior leaders, and governance bodies regarding program performance, material risks, strategic options, and resource needs.
• Influence business owners and workstream leads to secure commitments and accountability for agreed-upon actions, milestones, and performance outcomes.
• Support operational vendor governance within established agreements, including performance governance, contract deliverables, data quality, escalations, issue resolution, and service expectations.
• Ensure program documentation, controls, and evidence support Quality, NCQA accreditation, audit, and other applicable regulatory requirements.
• Recommend program priorities and corrective actions when performance, regulatory, or operational objectives are not being met; implement approved actions and monitor outcomes.
• Represent team in program meetings, as appropriate.
• Perform any other job related duties as requested.

Requirements

• Bachelor's degree in health care, patient experience, program management or a related field required
• Equivalent years of relevant work experience may be accepted in lieu of required education
• Five (5) years experience in consumer experience measurement, member feedback, experience improvement