HC​/Principal- Consumer Digital - Business Consulting

Job Description

Infosys Consulting is seeking an experienced Principal Consultant to lead engagements and teams focused on consumer digital strategy for health plans. This role blends digital strategy, human-centered design, and deep payer operational knowledge to help clients improve adoption, reduce friction, and deliver member and provider experiences that drive measurable business value.

The Principal plays a hands‑on leadership role managing delivery teams, shaping experience‑led digital solutions, and serving as a strategic advisor to senior client stakeholders. This is not a technology sales role—it is a consumer experience and digital strategy leadership role grounded in end‑to‑end health plan operations and outcomes.

The Principal is a delivery leader, team mentor, and strategic problem solver who ensures projects are structured, run effectively, and deliver meaningful value to our clients. You will oversee project teams, guide human‑centered design work, lead client‑facing conversations, and translate operational challenges into actionable digital strategies and experience improvements.

You will be expected to bring strong fluency in human‑centered design, including UX, IA, IX, content strategy, user research, usability testing, and competitive analysis—all applied in a payer context. You will help clients understand not just what experiences to build, but why, how, and what organizational or operational changes are required to achieve their goals.

• Lead end‑to‑end delivery for consumer digital strategy engagements, ensuring scope, quality, and timelines are met.
• Manage day‑to‑day client interactions, executive updates, and stakeholder alignment.
• Structure problem statements, synthesize insights, and translate findings into clearly defined strategies, experience blueprints, and roadmaps.
• Oversee development of journey maps, service blueprints, and future‑state experience designs.

• Guide UX, IA, IX, content strategy, and research teams to ensure work aligns with business value and operational realities.
• Lead or oversee user research, heuristic reviews, usability testing, persona development, competitive landscape and market benchmarking.
• Ensure insights translate into digital experiences that improve adoption, containment, NPS, and member trust.
• Advocate for accessible, intuitive, compliant designs across web, mobile, identity, and omnichannel experiences.

• Apply deep knowledge of the payer value chain—claims, utilization management, prior authorization, contact center, enrollment & billing, provider operations, appeals & grievances, product/benefits, and care management—to digital experience strategy.
• Identify operational blockers that inhibit digital experience success and recommend pragmatic solutions.
• Align digital experiences with regulatory, compliance, and business rules across lines of business (Commercial, MA, Medicaid, Marketplace).
• Translate business challenges into coherent digital strategies and implementation pathways.

• Present digital insights, research findings, experience opportunities, and strategy recommendations to VP+ client leaders.
• Support business case development, KPI definition, value realization models, and digital performance measurement.
• Guide clients on AI and enabling technologies at the strategy level—focusing on why and where they matter for consumer experience.

• Lead and mentor consultants, senior consultants, and analysts on project teams.
• Provide ongoing coaching in consulting skills, client leadership, experience strategy, and design methods.
• Contribute to practice assets, methodologies, frameworks, thought leadership, and market‑facing POVs.
• Support pursuit and proposal development for strategic digital engagements.

• Bachelor’s degree and 8+ years of progressive experience in healthcare: business or digital consulting, consumer digital strategy, or…