Consumer Program Lead

Position: Consumer Experience Program Lead
Job Summary:

The Consumer Experience Program Lead is responsible for execution for the strategy, governance, delivery, and performance of Consumer Experience programs. This position recommends program direction, integrates work across business and technical functions, and ensures that regulatory requirements, consumer insights, operational initiatives, and performance-improvement activities are translated into a coordinated enterprise program. Bodies of work may span qualitative and quantitative efforts, inclusive of, but not limited to surveys, focus groups, and Consumer Advisory Councils.

Essential Functions:

Drive a culture of member-centric thinking by ensuring the voice of the consumer is integrated into strategy, multiyear roadmaps, program development and experience improvement initiatives across the organization.

Serve as subject-matter expert for Consumer Experience initiatives, methodologies, performance drivers, study design and administration, data structures, and industry practices.

Translate regulatory requirements, survey results and trends, consumer insights, and operational performance into enterprise strategies, investment recommendations, and measurable improvement plans.

Provide functional program-level guidance, mentorship, and subject-matter leadership to team members and cross-functional key partners, promoting consistent standards and high-quality execution across the Consumer Experience portfolio.

Lead complex, interdependent bodies of work across the lifecycle of research and engagement projects, ensuring alignment of scope, study design, documentation, dependencies, risks, and outcomes.

Support development of and present program analysis, actionable insights and recommendations and, as appropriate, support communication with executive sponsors, senior leaders, and governance bodies regarding program performance, material risks, strategic options, and resource needs.

Influence business owners and workstream leads to secure commitments and accountability for agreed-upon actions, milestones, and performance outcomes.

Support operational vendor governance within established agreements, including performance governance, contract deliverables, data quality, escalations, issue resolution, and service expectations.

Ensure program documentation, controls, and evidence support Quality, NCQA accreditation, audit, and other applicable regulatory requirements.

Recommend program priorities and corrective actions when performance, regulatory, or operational objectives are not being met; implement approved actions and monitor outcomes.

Represent team in program meetings, as appropriate.

Perform any other job related duties as requested.

Education and Experience:

Bachelor's degree in health care, patient experience, program management or a related field required

Equivalent years of relevant work experience may be accepted in lieu of required education

Five (5) years experience in consumer experience measurement, member feedback, experience improvement, satisfaction surveys or engagement research, preferably in a highly regulated environment required

Five (5) years experience in project or program management, leading complex, cross-functional initiatives required

Experience in the healthcare industry (e.g., health plan, provider group) required

Experience leading or overseeing Consumer Advisory Councils, member engagement or retention programs, community engagement initiatives, focus groups, or Voice of Customer (VoC) programs required

Demonstrated experience with process improvement methodologies and driving initiatives with measurable outcomes required

Demonstrated experience with Stars, Quality, and/or NCQA accreditation preferred

Demonstrated experience in a team lead or mentorship capacity preferred

Competencies, Knowledge and

Skills:

Demonstrates empathy, compassion and respect when interacting with members, providers, caregivers and community representatives

Ability to communicate effectively with individuals from diverse backgrounds, cultures and health literacy levels

Strong program management skillset, including the ability to manage scope, schedule, and resources

Proven ability to interact effectively with all levels of the organization, provide change leadership and gain consensus

Exceptional listening, written and verbal communication and relationship-building skills

Knowledge of change management principles and guiding stakeholders through transformationA process-driven, adaptable, and agile mindset with a commitment to…