CX Strategy Director

Lumeris

. Build and operationalize a standardized enterprise-wide framework for mapping, testing, deploying, and tracking member journeys .

Posted 9/24/2026full-timeRemote • United StatesLead💰 $133,200 - $180,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer/member experience strategy and journey management, with a strong focus on optimizing healthcare operations and compliance with regulatory standards. Proficient in digital product road mapping and leveraging data analytics to enhance member engagement and satisfaction.

Highest-signal resume keywords

Customer/Member Experience StrategyJourney ManagementHealthcare OperationsDigital Product Road MappingCX Strategies for STARS, CAHPS, HEDIS, and HOS

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Journey MappingOperational Framework DevelopmentData AnalysisRoot-Cause AnalysisBusiness Requirements Writing

Soft Skills

Cross-Functional CollaborationStakeholder InfluenceStrategic Design

Tools & Technologies

SalesforceTableauPower BI

Industry Keywords

Medicare AdvantageManaged CareHealth Plan EcosystemsCMS Regulatory Compliance

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Build and operationalize a standardized enterprise-wide framework for mapping, testing, deploying, and tracking member journeys
Define and enforce journey campaign structures, channel hierarchies, and communication standards
Audit journeys and touchpoints to identify drop-off points, operational bottlenecks, and messaging friction
Optimize the senior member journey for Medicare Advantage populations, including digital literacy, age-in transitions, and accessibility needs
Manage journeys from strategic design through live operational pathways, with continuous monitoring and refinement
Partner with Quality, Clinical, Care Management, Network, and Provider Engagement leaders to identify pain points and priorities
Own the end-to-end design, building, integration, and delivery of prioritized journeys
Coordinate siloed business units to ensure seamless member transitions, digital tracking, and operational handoffs
Orchestrate cross-functional workstreams without direct reporting authority
Lead feature prioritization and operational rollout for the member portal and mobile app
Write business requirements and translate member feedback and user behavior into UX user stories and digital tagging requirements
Design strategies to accelerate digital registration, benefit navigation, and self-resolution of member inquiries
Partner with Enterprise Data on the Member 360 initiative and define business and experience requirements
Build and manage feedback mechanisms including digital intercept surveys, NPS, focus groups, and complaint analytics
Translate member behavior and operational data into executive insights and dashboards
Link member experience enhancements to CAHPS, HEDIS, and HOS outcomes while ensuring CMS regulatory compliance
Build service recovery protocols and conduct root-cause analyses
Align experience strategies with provider relations and network operations

Requirements

What you’ll need

12+ years of experience in customer/member experience strategy, journey management, customer success, or product strategy
Track record of building and operationalizing experience frameworks from scratch
Experience executing in a senior individual contributor capacity and managing highly complex, multi-dimensional projects
Deep understanding of healthcare operations, managed care, or health plan ecosystems
Direct experience using CX strategies to influence STARS, CAHPS, HEDIS, and HOS metrics
Ability to operate in a high-ownership, lean team environment
Strong proficiency with digital product road mapping for portals and apps
Understanding of data systems, CRM tools such as Salesforce, and analytics tools such as Tableau and Power BI
Ability to influence senior cross-functional leaders and align stakeholders without direct reporting lines
Bachelor's degree in Healthcare Administration, Business, Marketing, or a related field
Must be authorized to work in the United States; visa sponsorship is unavailable

Benefits

Comp & perks

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 & Wellness Days)
Employee Assistance Program
401k with company match
Employee Resource Groups
Employee Discount Program
Learning and Development Opportunities
Performance-based incentive and/or equity may be available depending on the position