Senior Director, Performance Advisory Services

GuideWell Source

. Lead the enterprise experience advisory portfolio and prioritization across Health Services, Commercial and Government Markets, and Shared Services .

Posted 11/4/2026full-timeJacksonville • Florida • United StatesSenior💰 $180,000 - $292,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading enterprise-wide customer experience initiatives, utilizing human-centered design principles to drive measurable business results. Proven ability to build and mentor high-performing teams while establishing standards for service design and journey mapping.

Highest-signal resume keywords

Customer Experience LeadershipJourney MappingService DesignTeam BuildingDesign Thinking Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ExperienceService DesignJourney MappingAgile MethodologiesLean MethodologiesCX Technology PlatformsAnalytics ToolsTransformation InitiativesMeasurable Business ResultsROI Analysis

Soft Skills

Excellent CommunicationInfluencing StakeholdersMentoringCross-Functional CollaborationLeadership

Tools & Technologies

CX Technology PlatformsAnalytics ToolsCapability HubsTemplatesResources

Certifications & Qualifications

Design Thinking CertificationService Design Certification

Industry Keywords

HealthcareInsuranceBanking AdministrationCustomer-Centric MethodologiesEnterprise Experience

About the role

Key responsibilities & impact

Lead the enterprise experience advisory portfolio and prioritization across Health Services, Commercial and Government Markets, and Shared Services
Own the end-to-end improvement, design, and co-execution of personalized, relevant, and consistent experiences and signature moments
Set organizational standards for experience practice and ensure initiatives drive measurable business results
Improve publicly reported outcomes such as MA-CAHPS and HOS, and business priorities such as retention, NPS, and trust
Mature human-centered design principles and practice across the team and organization
Build and lead a high-performing team of experience advisors and experience operations leads
Define and communicate the rationale and objectives for experience initiatives and enterprise-wide activation efforts
Establish ROI expectations and accountability for measured outcomes
Maintain a portfolio of current work, future work, and new innovations
Set design-and-delivery methodologies and standards, including journey design, service design, and touchpoint redesign
Ensure solutions are designed once, deployed, and scaled across the enterprise
Co-develop a centralized capability hub of tools, templates, and resources
Mentor team members and develop capability through cross-functional pairing
Build partnerships with MBA and BA schools for internships and fellowships
Champion adoption of human-centered design methods across business and frontline teams
Oversee Customer Experience business unit pods, quality standards, and operational seams
Maintain 2×2 prioritization and work-in-progress caps
Report to the Vice President, Enterprise Customer Experience & Engagement

Requirements

What you’ll need

10+ years related work experience in customer experience, service design, or related strategic advisory roles
Demonstrated success leading enterprise-wide experience or transformation initiatives across multiple business lines
Proven expertise in journey mapping, service design, and customer-centric methodologies
Strong track record of translating experience improvements into measurable business results and ROI
Experience building and scaling high-performing teams in complex, matrixed environments
Excellent communication skills with ability to influence stakeholders at all levels
5+ years direct supervisory/management experience
Related Bachelor's degree required
Must be able to travel to multiple locations for work
Certification in design thinking, service design, or related disciplines (preferred)
Experience with agile and lean methodologies (preferred)
Familiarity with CX technology platforms and analytics tools (preferred)
Prior experience managing cross-functional pods or business units (preferred)
Track record of building reusable capability hubs or centers of excellence (preferred)
Experience with healthcare, insurance, or banking administration (preferred)

Benefits

Comp & perks

Medical, dental, vision, life and global travel health insurance
Short- and long-term disability programs
Leave programs to support personal circumstances
Retirement Savings Plan including employer match
Paid time off
Volunteer time off
10 holidays
2 well-being days
Additional voluntary benefits
Comprehensive wellness program
Opportunities for incentive or commission compensation
Annual reviews with pay-for-performance considerations for base pay increases