Senior Head of Digital Experience; Remote

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Job Summary:

Health Equity is dedicated to empowering healthcare consumers to save and improve lives. The Head of Digital Experience will lead a technology-driven strategy to transform the customer journey across digital platforms, aligning various teams to drive digital transformation and measurable business outcomes.

Responsibilities:

• Define and drive a comprehensive digital experience vision aligned to business objectives, annual priorities, and user needs.

• Champion a data and insight-led approach to digital design — integrating behavioral analytics, feedback, and market trends to inform decisions.

• Evaluate and deploy new technologies and design innovations, including AI and personalization engines, to create seamless and context-aware experiences.

• Partner with Product, Engineering, and Marketing to deliver scalable, frictionless solutions that drive adoption, retention, and satisfaction.

• Guide the design and rollout of user-centered experiences, establishing standards for usability, accessibility, and interaction design across platforms.

• Establish and enforce UX/UI design systems and governance to maintain consistency across products and teams.

• Drive continuous improvement through A/B testing, experimentation, and performance analysis — prioritizing changes based on measurable impact.

• Manage and evolve the digital design toolkit (e.g., Figma, prototyping tools) to enable rapid design and iteration.

• Foster deep collaboration across Product, Technology, Marketing, Member Services, and external partners to align digital experience initiatives.

• Serve as the enterprise advocate for digital-first thinking, influencing priorities and investment toward unified platform development.

• Translate digital experience vision into cross-functional roadmaps and measurable KPIs, ensuring accountability across business units.

• Identify and remove friction in the end-to-end member experience by coordinating cross-channel improvements.

• Recommend and evaluate digital platforms and experience tooling, driving efficiency, integration, and future readiness.

• Ensure platforms support mobile-first design, modular content delivery, and personalized experiences at scale.

• Lead the development and champion a unified omnichannel experience vision and strategy across all digital and voice touchpoints.

• Establish and maintain a holistic understanding of the customer journey across all channels, identifying key touchpoints, pain points, and optimization opportunities.

• Align all channel efforts with overarching business goals and annual strategic objectives.

• Define and oversee the implementation of a comprehensive data strategy to collect and analyze customer interactions across all channels for informed decision-making and performance measurement (KPIs).

• Continuously evaluate new technologies and innovative approaches, including AI, to enhance customer engagement, brand performance, and omnichannel capabilities.

Qualifications:

Required:

• Bachelor’s degree in Human-Computer Interaction, Digital Design, or a related field;
Master’s preferred.

• 15+ years of experience in digital experience, product design, or digital strategy; 7+ years in a leadership role.

• Proven success in leading enterprise-level digital transformation efforts or customer-facing platforms.

• Deep understanding of user-centered design principles, design systems, and modern UI/UX practices.

• Hands-on expertise with data-driven design, analytics tools, and digital optimization frameworks.

• Familiarity with AI/ML applications in digital experience, including personalization,…