Associate Vice President, Conversational Channels

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Associate Vice President, Conversational Channels

Position Summary

The Associate Vice President, Conversational Channels is a senior enterprise leader responsible for the experience across both sides of the member phone interaction-from intent identification, authentication, and routing to the tools, context, and workflows that enable advocates to resolve member needs.

The portfolio includes IVR, queuing and routing, AI-enabled customer engagement, Intelligent Search, Virtual Assistant, co-browse, and Customer Care Advocate CRM. This leader owns the product strategy, roadmap, experience design, and delivery of these capabilities, shaping an integrated experience that reduces friction and improves member outcomes and advocate effectiveness.

In partnership with contact center operations, technology, analytics, and Consumer Digital, this leader translates advocate feedback and operational priorities into sequenced investments that deliver measurable improvements in experience, service performance, efficiency, and business value.

Key Responsibilities

• Own the conversational channel and advocate experience portfolio, including IVR, queuing and routing, AI-enabled customer engagement, Intelligent Search, Virtual Assistant, co-browse, and Customer Care Advocate CRM capabilities

• Lead an integrated conversational engagement ecosystem across business segments, connecting member and advocate channels and touchpoints

• Deliver seamless, AI-enabled experiences across the end-to-end member and advocate journey

• Partner with Consumer Digital product leaders to create interconnected experiences between conversational channels and digital self-service, enabling seamless transitions, preserving member intent and context, and reducing the need for members to repeat information when moving between channels

• Define and execute the multi-year strategy for the contact center advocate experience, translating advocate needs and operational insights into an integrated product roadmap that reduces friction, improves decision support, and enables more effective member interactions

• Own product roadmaps and backlog prioritization, sequencing investments against the priority outcomes established with Client Services and making trade-off decisions when experience needs, platform constraints, and delivery capacity conflict

• Establish and track outcomes for member experience, advocate productivity, authentication, misroutes, service quality, and enterprise transformation goals

• Develop and execute multi-year product strategies aligned with Insurance and Center Well segment business objectives

• Lead the UX and interaction design of advocate capabilities across conversational channels, the advocate desktop, and digital capabilities invoked during advocate-assisted interactions, translating advocate feedback into intuitive, integrated experiences

• Direct technical architecture, integration, release sequencing, and delivery quality across the advocate experience portfolio while partnering with Client Services on target workflows, service standards, training, and adoption

• Establish and maintain product roadmaps that connect enterprise priorities to member and advocate experiences.

• Evaluate market trends, member and advocate needs, competitive dynamics, and emerging technologies to inform strategic investments.

• Lead a portfolio of products and platforms supporting IVR migration and modernization, conversational AI, Virtual Assistant, co-browse, Intelligent Search, and the advocate experience.

• Apply deep knowledge of insurance and customer service to shape the responsible use of AI across advocate tools and member conversational channels

• Ensure investments are