SVP-Member Experience; Hybrid, Morrisville, NC

The Senior Vice President of Member Experience serves as Alliance's senior leader for enterprise member experience strategy, governance, measurement, and transformation. This position is responsible for ensuring the voice of the member informs organizational strategy, culture, policy development, and service design while partnering with operational leaders to improve satisfaction, engagement, access, equity, and member outcomes across the organization.

Reporting to the Chief Operating Officer, this role partners across operational, clinical, quality, provider, technology, communications, and community-based functions to ensure the member voice is embedded in organizational decision-making, drive continuous improvement in member outcomes, and strengthen member trust, engagement, satisfaction, and access to services.

This is a full-time hybrid opportunity. The selected candidate must reside in North Carolina and report to the Home office is Morrisville, NC 1-2 days per week. They will also be required to trav
el to various locations within the Alliance catchment area to CFAC, community, local and state government meetings to gather and share information about member needs.

Responsibilities & Duties

Enterprise Member Experience Strategy and Leadership

• Serves as the senior owner of Alliance's enterprise member experience strategy, governance framework, experience measurement methodology, and member journey improvement priorities
• Develop and lead Alliance's enterprise member experience strategy, goals, measures, and priorities
• Define a comprehensive roadmap that aligns with organizational mission, strategic objectives, Tailored Plan requirements, and member-centered principles
• Establish accountability mechanisms to monitor progress and results

Cross-Functional Influence and Organizational Alignment

• Convene and lead cross-functional initiatives designed to improve member experience outcomes
• Partner with operational, clinical, quality, provider network, communications, community engagement, and technology leaders to align business processes and service delivery with member needs
• Facilitate collaboration across functions while building and leading the supervisory structure needed to support future member experience staffing
• Co-chair the Member Experience CQI Subcommittee

Member Insights, Analytics, and Performance Improvement

• Establish a comprehensive framework for collecting, analyzing, and reporting member experience data
• Monitor satisfaction surveys, grievances, appeals trends, complaints, access indicators, quality metrics, and service performance measures
• Identify trends, risks, and opportunities and recommend improvement strategies to executive leadership

Service Excellence and Experience Transformation

• Serve as the enterprise subject matter expert for service excellence and member-centered design
• Lead initiatives that improve member interactions, reduce effort, simplify navigation of services, and strengthen organizational responsiveness
• Champion innovative approaches that improve the overall member journey

Member Advocacy, Engagement, and Community Voice

• Ensure members, families, caregivers, and community stakeholders have meaningful opportunities to provide feedback and influence organizational decisions
• Oversee enterprise approaches to member engagement, advisory structures, focus groups, listening sessions, and experience-based improvement efforts

Health Equity, Access, and Member Engagement Strategy

• Collaborate with leaders across the organization to identify barriers to care, services, and engagement
• Promote initiatives that improve access, reduce disparities, enhance health equity, and support culturally responsive member experiences across diverse populations and geographic regions

Executive Partnership and Governance

• Establishes enterprise standards for member experience measurement and collaborates with operational leaders to ensure implementation of approved improvement initiatives
• Advise executive leadership, governing bodies, and organizational committees regarding member experience trends, risks, opportunities, and performance
• Prepare and present strategic recommendations, dashboards, and performance updates
• Support enterprise decision-making through data-driven insights and recommendations

Organizational Culture, Change Management, and Leadership Development

• Promote a culture that prioritizes member-centered thinking throughout the organization
• Collaborate with POD and operational leaders to embed member experience principles into…