AVP, Customer Experience Strategy - Medicare

Job Summary
The AVP Customer Experience Strategy – Medicare is responsible for shaping and executing the experience strategy for Healthfirst’s Medicare line of business. Reporting to the Vice President of Customer Experience, this role drives initiatives that enhance the end-to-end member experience, ensuring that every touchpoint aligns with the needs, preferences, and expectations of Medicare members.
The AVP leads the development of strategic priorities derived from member insights, market intelligence, and organizational goals. This position partners closely with experience and service designers and the insights and measurement function, as well as leaders across Product, Digital/IT, Customer Service, and Population Health. Together, they translate data and insights into actionable strategies that improve member satisfaction, engagement, and retention.
This is a strategic leadership role, not a customer service operations role. It requires working knowledge of Medicare Advantage market dynamics and the complexities of the dual-eligible, Medicare-Medicaid member base.

Principal Accountabilities

Strategy Development and Execution:

• Lead the creation and implementation of the Medicare customer experience strategy aligned with business objectives and regulatory requirements
• Own and evolve the Medicare member journey portfolio, identifying key moments that matter and opportunities for differentiation
• Translate member insights and business priorities into actionable experience initiatives that enhance value, satisfaction, and loyalty

Experience, Service Design, and Insights Collaboration:

• Partner closely with experience and service designers to translate strategy and member insights into tangible journey improvements, service blueprints, and design prototypes
• Collaborate with the Insights and Measurement team to interpret Voice of the Customer (VOC) and behavioral data to identify pain points, quantify impact, and guide prioritization
• Ensure that design and insights outputs inform benefit design, digital product development, service enhancements, and communication strategies
• Promote human-centered design and data-driven decision-making across Medicare programs to foster empathy, innovation, and accountability

Portfolio and Program Management:

• Oversee a portfolio of experience improvement initiatives, engagement campaigns, and service transformation programs
• Collaborate with allied teams to define clear goals, success metrics, and governance structures for each initiative
• Manage a small team of professionals, providing leadership, coaching, and development opportunities

Cross-Functional Collaboration:

• Partner with Product teams to influence benefit and plan design decisions that support member experience goals
• Collaborate with Digital and IT teams to guide requirements for portals, apps, and self-service tools
• Work with Customer Service to define service standards, training, and experience-focused performance measures
• Partner with Marketing and Communications to shape engagement campaigns, content strategy, and communication tone

Governance and Stakeholder Alignment:

• Lead cross-functional working groups to ensure alignment and accountability for Medicare experience priorities
• Represent the Medicare member experience in governance forums and strategy reviews
• Communicate progress, risks, and outcomes effectively to senior leadership and executive stakeholders

Minimum Qualifications:

• Bachelor’s degree
• 10–15 years of progressive experience in customer experience strategy, member engagement, or consumer strategy roles
• Strong understanding of Medicare Advantage products, member needs, and regulatory environment
• Demonstrated success leading strategic, cross-functional initiatives that improved customer or member experience
• Experience using Voice of the Customer (VOC) and NPS data, as well as familiarity with both qualitative and quantitative research methods
• Proven ability to manage and mentor teams
• Strong analytical, communication, and stakeholder management skills

Preferred Qualifications:

• Master’s degree in business, Public Health, Healthcare Administration, or related field
• Familiarity with experience design and service design methodologies and tools
• Demonstrated ability to influence senior leaders and drive organizational change

Core Competencies:

• Strategic Thinking and Execution
• Cross-Functional Leadership
• Member-Centric Mindset
• Data-Informed Decision Making
• Experience and Service Design Collaboration
• Communication and Influence
• Portfolio and Program Management

WE ARE AN EQUAL OPPORTUNITY EMPLOYER.  HF Management Services, LLC complies with all applicable laws and regulations. Applicants and employees are considered for positions and are evaluated without regard to race, color, creed, religion, sex, national origin, sexual orientation, pregnancy, age, disability, genetic information, domestic violence victim status, gender and/or gender identity or expression, military status, veteran status, citizenship or immigration status, height and weight, familial status, marital status, or unemployment status, as well as any other legally protected basis. HF Management Services, LLC shall not discriminate against any disabled employee or applicant in regard to any position for which the employee or applicant is otherwise qualified.

If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to careers@Healthfirst.org or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within HF Management Services, LLC will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with HF Management Services,  LLC.

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Hiring Range*:

• Greater New York City Area (NY, NJ, CT residents): $168,900 - $258,400

• All Other Locations (within approved locations): $168,900 - $258,400

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.

In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.

*The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.