Lead Director, Commercial Member Experience

This role will drive marketing initiatives focused on growth, customer acquisition, brand performance, and measurable demand creation. You will collaborate with analytics, product, creative, and commercial teams to turn market insights into scalable campaigns, testing strategies, and performance improvements. The position offers the opportunity to directly influence customer engagement, conversion performance, and revenue growth within a healthcare environment.

Location: Remote - US based candidates only, no visa sponsorship available

Responsibilities

• Define and drive a cohesive member experience strategy for payor products
• Elevate and integrate member communications within product orchestration
• Collaborate with product, design, marketing, and leadership on experience alignment
• Ensure consistent representation of products and member interactions
• Act as a liaison to translate experience priorities into actionable direction
• Guide cross-functional teams on priorities, dependencies, and sequencing
• Influence frameworks and guidance for usability and engagement improvement
• Identify and address opportunities for enhancing member navigation and engagement

Qualifications

• 10+ years in customer/member/digital/product experience or communications strategy roles
• Strong healthcare/payor experience in customer-focused environments
• Proven experience defining strategic direction for complex products
• Background in integrating member communications with experience strategy
• Success in leading matrixed work across product and design teams
• Strong strategic and systems thinking skills
• Excellent executive communication and stakeholder influencing abilities

Pay

$100,000 – $231,540 annually

Benefits

• Comprehensive medical, dental, and vision coverage
• Paid time off for work-life balance
• Retirement savings options
• Access to wellness programs and resources
• Eligibility for a comprehensive benefits package supporting overall well-being