Management, Change Management

Vice President Of Experience

Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for.

We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration — because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm, and every member feels valued.

The Vice President of Experience is responsible for defining and advancing a unified, end-to-end experience strategy across Medica's key stakeholders, including members, providers, brokers, and employer groups. This leader establishes the vision, principles, journey frameworks, standards, governance, and measures required to deliver consistent, integrated, and high-quality experiences across physical, digital, operational, and service touchpoints.

Operating in a highly matrixed environment, the Vice President leads primarily through influence, alignment, and shared accountability. The role partners across Growth, Operations, Clinical, Product, Digital, Technology, and other business functions to clarify ownership, prioritize improvements, remove barriers, and ensure teams deliver against defined experience outcomes that support engagement, conversion, retention, and loyalty.

The Vice President defines the digital experience "what," including the vision, priorities, capabilities, and desired outcomes, in close partnership with Technology, which owns solution design and delivery—the "how." The role also guides journey-related content and communication requirements by establishing experience standards for clarity, consistency, voice, tone, timing, and audience relevance.

As Medica's senior experience leader, this role embeds customer-centered thinking into business processes, investment decisions, and organizational culture while building the measurement, reporting, and feedback mechanisms needed to drive continuous improvement. Performs other duties as assigned.

Key Accountabilities:

• Enterprise Experience Strategy
  • Define and lead the enterprise-wide experience strategy across members, providers, brokers, and employer groups
  • Establish a cohesive end-to-end journey framework spanning acquisition, onboarding, service, and retention
  • Develop and maintain experience principles, standards, and governance to ensure consistency across all touchpoints
  • Serve as the organizational expert on experience design and journey optimization
• Experience Outcomes & Measurement
  • Define and implement enterprise KPIs, SLAs, and experience metrics (e.g., NPS, CSAT, effort, conversion, retention)
  • Build a measurement and reporting framework to provide actionable insights to senior leadership
  • Monitor performance across journeys and hold partners accountable for achieving experience outcomes
  • Drive continuous improvement through data, insights, and feedback loops
• Cross-Functional Leadership & Influence
  • Partner across Growth, Operations, Clinical, Product, Digital, and Technology to align on priorities and outcomes
  • Lead through influence to ensure teams are executing work that improves the end-to-end customer experience
  • Clarify ownership and accountability for experience delivery across functions
  • Identify and remove barriers to delivering a seamless and integrated experience
  • Lead the development of an organizational culture that positions experience at the center of everything we do, embedding shared accountability and ensuring every employee understands their role in delivering exceptional experiences
• Digital Experience Strategy (Own the "What")
  • Define the digital experience vision and roadmap across stakeholder groups
  • Identify and prioritize capabilities, features, and enhancements to improve digital engagement
  • Partner with Technology to translate strategy into execution, ensuring alignment while Technology owns delivery ("how")
  • Ensure digital channels are…