Director Customer Experience Strategy
Healthfirst • New York, NY • Posted June 29, 2026
About the Role
**Experience Strategy Development & Execution:**
+ Lead the development and ongoing evolution of the Medicaid customer experience strategy, aligned with organizational priorities, regulatory requirements, and member needs
+ Establish elements of mid-term experience strategies and operational plans for the Medicaid customer experience portfolio
+ Own and manage key Medicaid member journeys, identifying moments that matter, pain points, and opportunities to improve engagement, satisfaction, and outcomes
+ Translate insights into actionable experience strategies, initiatives, and roadmaps that can be delivered through cross-functional teams
**Personalization, Segmentation & Member Engagement:**
+ Lead the development and application of Medicaid member personas and segmentation frameworks to inform journey design, engagement strategies, and prioritization
+ Identify opportunities to personalize experiences across channels and touchpoints based on memb...
+ Lead the development and ongoing evolution of the Medicaid customer experience strategy, aligned with organizational priorities, regulatory requirements, and member needs
+ Establish elements of mid-term experience strategies and operational plans for the Medicaid customer experience portfolio
+ Own and manage key Medicaid member journeys, identifying moments that matter, pain points, and opportunities to improve engagement, satisfaction, and outcomes
+ Translate insights into actionable experience strategies, initiatives, and roadmaps that can be delivered through cross-functional teams
**Personalization, Segmentation & Member Engagement:**
+ Lead the development and application of Medicaid member personas and segmentation frameworks to inform journey design, engagement strategies, and prioritization
+ Identify opportunities to personalize experiences across channels and touchpoints based on memb...