Consumer Experience Program Lead

CareSource

. Execute the strategy, governance, delivery, and performance of Consumer Experience programs .

Posted 9/17/2026full-timeRemote • United StatesSenior💰 $83,000 - $132,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Consumer Experience program management, integrating consumer insights and regulatory requirements into strategic initiatives. Proven ability to lead cross-functional teams, drive process improvements, and deliver measurable outcomes in a highly regulated healthcare environment.

Highest-signal resume keywords

Consumer Experience MeasurementProject ManagementHealthcare Industry ExperienceProcess Improvement MethodologiesMentorship and Team Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Consumer Experience MeasurementProject ManagementProcess Improvement MethodologiesData AnalysisSurvey DesignQuality ImprovementRegulatory ComplianceEngagement ResearchPerformance ImprovementVoice of Customer (VoC) Programs

Soft Skills

Effective CommunicationRelationship BuildingListening SkillsChange LeadershipProblem Solving

Tools & Technologies

Microsoft Office SuiteMS ProjectVisioSharePointAI-Enabled Tools

Industry Keywords

HealthcareNCQA AccreditationConsumer Advisory CouncilsMember EngagementSatisfaction Surveys

About the role

Key responsibilities & impact

Execute the strategy, governance, delivery, and performance of Consumer Experience programs
Recommend program direction and integrate work across business and technical functions
Ensure regulatory requirements, consumer insights, operational initiatives, and performance-improvement activities are translated into a coordinated enterprise program
Drive member-centric thinking by integrating the voice of the consumer into strategy, multiyear roadmaps, program development, and experience improvement initiatives
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 program-level guidance, mentorship, and subject-matter leadership to team members and cross-functional partners
Lead complex, interdependent research and engagement projects across their lifecycle, aligning scope, study design, documentation, dependencies, risks, and outcomes
Develop and present program analysis, actionable insights, and recommendations to executive sponsors, senior leaders, and governance bodies
Influence business owners and workstream leads to secure commitments and accountability for actions, milestones, and performance outcomes
Support operational vendor governance, including performance governance, contract deliverables, data quality, escalations, issue resolution, and service expectations
Ensure documentation, controls, and evidence support Quality, NCQA accreditation, audit, and regulatory requirements
Recommend priorities and corrective actions when performance, regulatory, or operational objectives are not met; implement approved actions and monitor outcomes
Represent the team in program meetings and perform other related duties as requested

Requirements

What you’ll need

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, satisfaction surveys or engagement research, preferably in a highly regulated environment required
Five (5) years experience in project or program management, leading complex, cross-functional initiatives required
Experience in the healthcare industry (e.g., health plan, provider group) required
Experience leading or overseeing Consumer Advisory Councils, member engagement or retention programs, community engagement initiatives, focus groups, or Voice of Customer (VoC) programs required
Demonstrated experience with process improvement methodologies and driving initiatives with measurable outcomes required
Demonstrated experience with Stars, Quality, and/or NCQA accreditation preferred
Demonstrated experience in a team lead or mentorship capacity preferred
Ability to communicate effectively with individuals from diverse backgrounds, cultures and health literacy levels
Strong program management skillset, including the ability to manage scope, schedule, and resources
Proven ability to interact effectively with all levels of the organization, provide change leadership and gain consensus
Exceptional listening, written and verbal communication and relationship-building skills
Knowledge of change management principles and guiding stakeholders through transformation
Process-driven, adaptable, and agile mindset with a commitment to continuous learning
Proven ability with Microsoft Office suite, including MS Project, Visio, and SharePoint
Excellent decision making/problem solving skills
Excellent critical listening and thinking skills
Familiarity with AI-enabled tools and emerging technologies
Bilingual is a plus
Licensure and Certification: None
General office environment; may be required to sit or stand for extended periods of time
Travel is not typically required

Benefits

Comp & perks

Bonus tied to company and individual performance may be available
Substantial and comprehensive total rewards package
Employee total well-being support