Head of Customer Experience; CX

Key Responsibilities CX Strategy & Leadership

• Define and own the end‑to‑end CX vision, roadmap, and operating model
• Act as the executive owner of customer outcomes across all functions
• Embed customer centricity into strategic planning, governance, and KPIs

• Own CX performance metrics (NPS, CSAT, CES, complaints, retention)
• Translate customer insights into enterprise‑wide improvement priorities
• Report CX performance and risks to executive leadership

• Partner with Operations, Medical, IT, Digital, Compliance, and Sales
• Champion CX investment cases and prioritize improvement initiatives
• Lead CX culture, capability building, and leadership engagement

• Ensure CX practices comply with healthcare, privacy, and regulatory requirements
• Sponsor CX governance forums and decision frameworks

• 10+ years in CX, Operations, Strategy, or Transformation
• Senior leadership experience in healthcare, insurance, or regulated services
• Proven CX transformation and stakeholder influence
• Strong commercial, regulatory, and customer advocacy balance

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

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