Vice President, Customer Experience & Digital Innovation

Who We Are Point32Health is a leading health and wellbeing organization, delivering an ever-better personalized health care experience to everyone in our communities. At Point32Health, we are building on the quality, nonprofit heritage of our founding organizations, Tufts Health Plan and Harvard Pilgrim Health Care, where we leverage our experience and expertise to help people find their version of healthier living through a broad range of health plans and tools that make navigating health and wellbeing easier. We enjoy the important work we do every day in service to our members, partners, colleagues and communities. To learn more about who we are at Point32Health, click here (https://youtu.be/S5I_HgoecJQ) . Job Summary Reporting to the Senior Vice President of Service and Experience, the Vice President, Customer Experience and Digital Innovation is responsible for leading Point32Health’s goal to create best in class member experience and digital first service experience across the enterprise, putting members at the center of everything Point32Health does. The Vice President, Customer Experience and Digital Innovation is a change agent and is responsible for leading Digital Strategy and Transformation, Customer Experience, Member Communications, and Internal Business Consulting and Transformation Service functions. This role is highly collaborative and requires strong partnership and integration with leadership across the enterprise. Key Responsibilities/Duties – what you will be doing Digital Transformation: Drive digital and CX innovation and serve as a change agent throughout the organization. Set and implement digital strategy by working with cross-functional partners to map and transition analog processes to digital ones. Be an evangelist, championing the use of digital technology and practices to engender a digital mindset from the top down. Ensure collaboration, knowledge sharing and digital best practices among partners and colleagues to help establish a robust digital ecosystem. Measure ROI for digital projects, fine-tuning approaches as needed to ensure that we are investing in the appropriate tools and resources. Establish KPIs to monitor digital experience and adoption. Oversee Point32Health’s portals and create strategies to drive constituent adoption. Partner with IT and implement new functionality to support digital strategy. Member Communications: Oversee enterprise Member Communications functions ensuring that all communications are written in plain language and create an enterprise governance process to approve and track all member communications ensuring a member-centric approach. Establish an enterprise Member Preference Center, a truth source of member demographic information, accessibility/accommodations requirements and communication channel preferences. Customer Experience: Develop and maintain the short and long-term Point32Health enterprise CX strategy that delivers revenue growth through member retention and enrollment. Translate the concepts of service excellence, customer experience, and consumer engagement into actions that build the systems and culture to deliver truly member centered care and service at Point 32Health. Align functional and market leaders around strategy and priorities, and drive implementation and improvement across all markets. Support and champion the needs of frontline teams in delivering an optimal CX. Partner with Human Resources leadership to identify and develop change management, communication, and ongoing learning and development strategies that build and sustain a customer-centric organizational culture that embodies the values of caring and respect, equity, problem solving, and teamwork. Partner with clinical leadership to ensure that all elements of the model of care are designed and consistently implemented with a focus on responsiveness, ease of access and engagement, and timeliness that meets every member where they are in their health journey. Partner with Provider leadership to ensure that Point32Health’s provider experience strategy supports network providers’ ability to effectively deliver timely, responsive, patient-centered care. Partner with Marketing and Quality Teams to develop, implement, and report market level, and enterprise-wide member experience measures to assess ongoing performance and drive opportunities to improve measures to achieve Point32Health’s CX strategy and objectives. Ensure that members are directly engaged in design delivery and evaluation of service offerings provided by Point32Health. Working in partnership with compliance and operational leaders, drive efforts to ensure CX processes and outcome meet or exceed all federal, state, and contractual requirements. Internal Business Consulting and Transformation Service: Provide oversight and direction to the Internal Business Consulting and Transformation Service’s Team ensuring that COO division priorities and opportunities for improvement are addressed. BCTS help business areas optimize their operations and improve efficiency and quality. BCTS works closely with the business to understand their unique challenges and goals by completing in-depth analyses of current processes and organizational structure. BCTS identifies opportunities for improvement, develops tailored solutions and provides a strategic plan to implement changes. Partners across the COO Division to surface opportunities to improve performance and gain efficiencies. Qualifications – what you need to perform the job Education: Required (minimum): Bachelor’s degree Preferred: Master's degree Experience: Required (minimum): 15+ years of relevant experience, including 3+ years leading learning & development, coaching, innovation, or transformation (CX, UX, digital, agile, etc.) programs/efforts. Preferred: Experience building, maturing, and scaling an early-stage enterprise capability, large-scale program or product, or growing a startup organization. Skill Requirements: Systems thinking - able to see the 'big picture' and understand relationships between multiple aspects of transformation. Data-Driven Decision Making -Proficiency in using data and analytics to inform strategies and drive improvements- define KPIs and derive insights and trends from data and analytics. Strong CX capabilities, including end-state visioning, design, roadmap development, and journey mapping. Proven ability to generate trust, build alliances, and lead cross functional teams to the benefit of customers. Ability to balance strategic thinking with pragmatic operational execution and delivery, including the coordination of relevant resources. Demonstrated leadership experience in a complex, matrixed business. Proven ability to be a consistent high-level contributor or leader of multiple projects, processes, or functions. Empathy, curiosity, and desire to constantly improve, acquire new skills, drive for results and demonstrated recognition for driving impact and excellence. Excellent oral and written presentation skills with experience building strong business cases. Leadership Profile Establishing a Competitive and Compelling Vision : Orchestrates a competitive and compelling mission with an aligned set of values, goals, and a winning strategic path. This vision ensures a forward-looking aspirational framework that guides current and future decisions and choices for an entire enterprise or business unit. Managing an Effective and Agile Plan Execution : Establishes, manages, and monitors the operational tactical annual plan to effectively accomplish the mission, vision, values, and strategy. Creating and Cultivating Culture : Formulates, communicates, and lives the culture and tone of the organization through highlighting mission and strategy aligned citizenship behaviors, standards, and norms. Optimizing Structure and Staffing : Attracts and selects staff and structures units, roles, and responsibilities; deploys aligned staff whose capabilities enable the organization to achieve its goals. Approaches decisions on talent utilization with both a tactical and strategic orientation. Marshalling and Optimizing Resources : Obtains and distributes all the hard and soft resources aligned to priorities, goals, and strategy; deploys the resources that best enable the organization to do their work today and to prepare for tomorrow. Monitoring and Appraising Results : Monitors and measures progress against plan; provides real time supportive and corrective feedback and assistance. Representing and Responding to Stakeholders : Prepares and delivers presentations to and managers productive relationships with critical stakeholders; recognizes and responds to the diverse needs of key inside and outside stakeholders. Intervening In and Managing Conflict : Monitors and referees the normal and inevitable individual, team, and business unit conflicts; offers assistance and direction that moves to productive resolution. Utilizes productive conflict as a source of creativity, enhanced trust, and effective interpersonal problem solving. Investing In and Assuring Future Leadership: Actively supports a vigorous talent management and succession process that provides a continuous flow of senior talent well into the future. Senior-Level Clinical Leadership in Related Industry Experience: Experience in financial roles of increasing scope and responsibility; credibility earned from having served at least 20 years in executive finance positions in publicly traded or not-for-profit health organizations. Significant experience interacting with the board of directors and its audit committee and managing the organization’s relationship with banks and outside auditors. Commitment to Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity ​Point32Health is committed to making diversity, equity, inclusion, accessibility and health equity part of everything we do—from product design to the workforce driving that innovation. Our Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity team's strategy is deeply connected to our core values and will evolve as the changing nature of work shifts. Programming, events, and an inclusion infrastructure play a role in how we spread cultural awareness, train people leaders on engaging with their teams and provide parameters on how to recruit and retain talented and dynamic talent. We welcome all applicants and qualified individuals, who will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Working Conditions and Additional Requirements (include special requirements, e.g., lifting, travel) : Must be able to work under normal office conditions and work from home as required. Work may require simultaneous use of a telephone/headset and PC/keyboard and sitting for extended durations. May be required to work additional hours beyond standard work schedule. The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Management retains the discretion to add to or change the duties of the position at any time. Compensation & Total Rewards Overview As part of our comprehensive total rewards program, colleagues are also eligible for variable pay. Eligibility for any bonus, commission, benefits, or any other form of compensation and benefits remains in the Company's sole discretion and may be modified at the Company’s sole discretion, consistent with the law. Point32Health offers their Colleagues a competitive and comprehensive total rewards package which currently includes: Medical, dental and vision coverage Retirement plans Paid time off Employer-paid life and disability insurance with additional buy-up coverage options Tuition program Well-being benefits Full suite of benefits to support career development, individual & family health, and financial health For more details on our total rewards programs, visit https://www.point32health.org/careers/benefits/ Commitment to Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity ​Point32Health is committed to making diversity, equity, inclusion, accessibility and health equity part of everything we do—from product design to the workforce driving that innovation. Our Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity team's strategy is deeply connected to our core values and will evolve as the changing nature of work shifts. Programming, events, and an inclusion infrastructure play a role in how we spread cultural awareness, train people leaders on engaging with their teams and provide parameters on how to recruit and retain talented and dynamic talent. We welcome all applicants and qualified individuals, who will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Scam Alert : Point32Health has recently become aware of job posting scams where unauthorized individuals posing as Point32Health recruiters have placed job advertisements and reached out to potential candidates. These advertisements or individuals may ask the applicant to make a payment. Point32Health would never ask an applicant to make a payment related to a job application or job offer, or to pay for workplace equipment. If you have any concerns about the legitimacy of a job posting or recruiting contact, you may contact [email protected] At Point32Health, we strive to be a different kind of nonprofit health and well-being company, with a broad range of health plans, and innovative tools that make navigating health and well-being easier, guiding our members at every step of their health care journey to better health outcomes. We are committed to providing high-quality and affordable health care, improving the health and wellness of our members, and creating healthier communities across the country. The Point32Health name is inspired by the 32 points on a compass. It speaks to the critical role we play in guiding and empowering the people we serve to achieve healthier lives. Our employees are hard-working, innovative, and collaborative. They look for opportunities to grow and make a difference, and they help make us strive to be one of the Top Places to work in New England.