Consumer Experience (CX) Strategy Director (US) - Military Veterans

Consumer Experience (CX) Strategy Director

Location: This position will work a hybrid model (remote and office). Must reside within 50 miles/1 hour commute of the posted Elevance Health locations.

The Consumer Experience Strategy Director will be a part of the Consumer Strategy & Innovation team and be responsible for developing needed strategies, roadmaps, and holistic member expertise to deliver on enterprise consumer needs. Work may include broad topics tied to experience digitization and transformation alongside tactical resolution of known consumer pain points.

How you will make an impact:

• Partners with executive leadership to define strategies related to consumer experiences and success criteria for the future.
• Translates strategy into defined tactics, programs/projects, priorities and timelines and ensures cross-functional alignment and attainment to turn strategy into reality. Works with partner teams within and beyond Consumer Experience Office to activate strategies.
• Creates and presents extremely high-quality presentations to executive levels.
• Oversees definition development and implementation of metrics to report and monitor progress against goals and ensures plan of record supports strategy milestone deliverables.
• Links consumer experience recommendations to business priorities and savings/growth levers, articulating business value alongside consumer benefit.
• Monitors, measures and communicates delivery against business strategic plan and the quality of outcomes.
• Researches relevant trends and activities in their area of expertise and works with business leadership to further define business strategy and sustain a competitive advantage in the marketplace.
• Collaborates with senior team and staff to develop tactical plans and communication strategies.
• Often acts as decision maker on projects or provides guidance to senior team on complex issues.
• Provides coaching and mentoring to other leaders in the organization on consumer experience (CX) and strategic thinking on projects that deliver high return and high strategic value.
• Champions breakthrough projects to transform our current business environment and consumer experiences into industry leading best practice organization.
• Manages relevant vendor interaction and management, including vendor selection, contract and rate negotiation, issue resolution, developing and reviewing statements of work, representation on vendor business and Executive committees, speaking engagements, etc.
• Serves as the subject matter expert in projects and initiatives.
• May take responsibility for approval of all projects sponsored by their Executive Sponsor.

Minimum Qualifications:

• Requires a BS/BA degree in a related field and a minimum of 10 years of related experience including 3 years of leadership/management experience; or any combination of education and experience, which would provide an equivalent background.

Preferred Skills, Capabilities and Experiences:

• Master’s degree preferred.
• CX certification and/or experience preferred.
• Prior strategy, management consulting, strategic planning, and/or project/program management experience strongly preferred.
• Business knowledge in multiple disciplines within a Healthcare organization strongly preferred.

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Who We Are

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process. Candidates must reside within 50 miles or 1-hour commute each way of a relevant Elevance Health location.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact elevancehealthjobssupport@elevancehealth.com for assistance.