CX Strategy Director

For our client, we are seeking a CX Strategy Director to join the team of a leader in the Healthcare space. This role will shape a consistent, enterprise-wide approach to member experience across digital and operational touchpoints. The Director will translate member feedback, journey data, and business priorities into actionable experience strategies that improve engagement and reduce friction. In close partnership with cross-functional leaders, this person will help define the roadmap for member journeys, digital tools, and experience improvements that support better outcomes across the health plan ecosystem. Location: Remote - US based candidates only, no visa sponsorship available Compensation: $133,200 – $180,900 annually Responsibilities Build a standardized, enterprise-wide framework for mapping and executing member journeys. Define and enforce structures for journey campaigns to ensure brand-aligned experiences. Conduct audits to identify drop-off points and optimize member touchpoints. Collaborate with cross-functional teams to analyze data and prioritize experience improvement areas. Take ownership of the design and delivery of member journeys across internal teams. Lead the prioritization and rollout of digital portal and mobile app features. Serve as the business architect for digital tools, translating member feedback into technical requirements. Qualifications 12+ years in customer/member experience strategy, journey management, or product strategy. Deep understanding of healthcare operations or health plan ecosystems. Proficient in digital product road mapping and modern CX platforms. Outstanding ability to influence cross-functional senior leaders without direct reporting. Bachelor's degree in Healthcare Administration, Business, Marketing, or a related field; Master's preferred. 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, and wellness days) 401(k) with company match Learning and development opportunities Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.