Director - Customer Experience & Member Engagement

Member Experience and Persistency are key strategic priorities for GEHA as expressions of our brand promise. As part of executing this strategy, the Customer Experience (CX) and Member Engagement team is dedicated to understanding and improving the GEHA customer experience and then designing and delivering programs that improve member engagement and – ultimately – persistency. This team facilitates GEHA’s ongoing effort of continuously evolving as a customer-focused organization, keeping the customer at the center of strategic decisions, and fostering CX-leading practices throughout the organization.

The Director – CX and Member Engagement will lead a team of CX, marketing and member communication experts to accelerate GEHA’s member engagement strategy, programs, and solutions with our member in mind.

This leadership role is for an innovative thinker who is passionate about translating data including demographic, market research, and behavioral into actionable solutions with member impact. They are someone who enjoys the challenge of championing a member-centric, innovative culture within GEHA.

• Oversee the engagement of internal business partners in isolating pain points and rapidly designing actionable solutions with member impact, leveraging core member experience assets and capabilities in support of GEHA’s strategy to attract and retain members.
• Perform and lead all responsibilities associated with people management – hiring, performance expectations, performance reviews, coaching, communication including leading in a way that drives high levels of engagement and overall results.
• Bring the voice of the customer to audiences at all levels within GEHA, maturing core member experience assets and capabilities (including CX principles, customer insight strategy, CX design and rapid prototyping) which the CX and Member Engagement team serves as custodian of.
• Lead team of CX, marketing and member communication professionals who develop and deploy GEHA’s member engagement and retention strategy and programs.
• Lead special strategic projects as assigned to accelerate customer understanding, solution design, and rapid prototyping to generate new insights and rapid impact.
• Isolate and prioritize opportunities to improve member experience, engaging in a collaborative manner across the enterprise to bring transparency to our performance across the member journey/touchpoints and ability to deliver our brand promise; based on prioritization, design and deliver member engagement programs – in collaboration with other enterprise functions – that improve member persistency and satisfaction.
• Partner and collaborate with prospect marketing, performance marketing, product development, digital, clinical, customer care and data & analytics teams to analyze membership demographics and healthcare utilization to develop needs-based member segmentation that result in membership growth and retention.

• Proven leadership skills (both team building and the ability to lead cross-functional teams).
• Experience with Voice of the Customer technology and testing platforms (Qualtrics, Medallia, Feedback Loop, User Testing etc.).
• 10+ years of related CX and/or consumer insights experience, 5+ years of which have been in a leadership role.
• Bachelor's Degree in business, healthcare, marketing or related field or combination of post high school education and related experience.
• Requires a proven record of meeting commitments and achieving goals through the encouragement, guidance and influencing of others.
• Experience applying statistical analysis and data visualization to generate actionable insights and opportunities to optimize the member experience.
• Strong communication and presentation skills with the ability to craft powerful PowerPoint presentations that are visually pleasing and tell a cohesive story based on strategy, insights, and data.
• Ability to lead an integrated measurement project, working with both internal and external stakeholders.

• Master’s degree in business, healthcare, or another related field
• IT, digital, or performance marketing experience
• Healthcare payer industry experience

• Must have the ability to provide a non-cellular High Speed Internet Service such as Fiber, DSL, or cable Modems for a home office.
• A minimum standard speed for optimal performance of 30x5 (30mpbs download x 5mpbs upload) is required.
• Hotspots, satellite and wireless internet service is NOT allowed for this role.
• Latency (ping) response time lower than 80 ms
• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

• Competitive pay/salary ranges
• Incentive plan
• 401(k) retirement plan: company match – dollar for dollar up to 4% employee contribution (pretax or Roth options) plus a 6% annual company contribution
• Robust employee well-being program
• Company-provided Basic Life and AD&D
• Tuition Assistance Program
• Paid Time Off
• Health/Vision/Dental benefits effective day one
• Company-provided Short-Term & Long-Term Disability
• Personal Community Enrichment Time

The annual base salary range for this position is $134,946 - $189,054 USD.