The Senior Vice President of Member Experience serves as Alliance's senior leader for enterprise member experience strategy, governance, measurement, and transformation. This position is responsible for ensuring the voice of the member informs organizational strategy, culture, policy development, and service design while partnering with operational leaders to improve satisfaction, engagement, access, equity, and member outcomes across the organization.
Reporting to the Chief Operating Officer, this role partners across operational, clinical, quality, provider, technology, communications, and community-based functions to ensure the member voice is embedded in organizational decision-making, drive continuous improvement in member outcomes, and strengthen member trust, engagement, satisfaction, and access to services.
This is a full-time hybrid opportunity. The selected candidate must reside in North Carolina and report to the Home office is Morrisville, NC 1-2 days per week. They will also be required to trav
el to various locations within the Alliance catchment area to CFAC, community, local and state government meetings to gather and share information about member needs.
Responsibilities & Duties
Enterprise Member Experience Strategy and Leadership
Serves as the senior owner of Alliance's enterprise member experience strategy, governance framework, experience measurement methodology, and member journey improvement priorities
Develop and lead Alliance's enterprise member experience strategy, goals, measures, and priorities
Define a comprehensive roadmap that aligns with organizational mission, strategic objectives, Tailored Plan requirements, and member-centered principles
Establish accountability mechanisms to monitor progress and results
Cross-Functional Influence and Organizational Alignment
Convene and lead cross-functional initiatives designed to improve member experience outcomes
Partner with operational, clinical, quality, provider network, communications, community engagement, and technology leaders to align business processes and service delivery with member needs
Facilitate collaboration across functions while building and leading the supervisory structure needed to support future member experience staffing
Co-chair the Member Experience CQI Subcommittee
Member Insights, Analytics, and Performance Improvement
Establish a comprehensive framework for collecting, analyzing, and reporting member experience data
Monitor satisfaction surveys, grievances, appeals trends, complaints, access indicators, quality metrics, and service performance measures
Identify trends, risks, and opportunities and recommend improvement strategies to executive leadership
Service Excellence and Experience Transformation
Serve as the enterprise subject matter expert for service excellence and member-centered design
Lead initiatives that improve member interactions, reduce effort, simplify navigation of services, and strengthen organizational responsiveness
Champion innovative approaches that improve the overall member journey
Member Advocacy, Engagement, and Community Voice
Ensure members, families, caregivers, and community stakeholders have meaningful opportunities to provide feedback and influence organizational decisions
Oversee enterprise approaches to member engagement, advisory structures, focus groups, listening sessions, and experience-based improvement efforts
Health Equity, Access, and Member Engagement Strategy
Collaborate with leaders across the organization to identify barriers to care, services, and engagement
Promote initiatives that improve access, reduce disparities, enhance health equity, and support culturally responsive member experiences across diverse populations and geographic regions
Executive Partnership and Governance
Establishes enterprise standards for member experience measurement and collaborates with operational leaders to ensure implementation of approved improvement initiatives
Advise executive leadership, governing bodies, and organizational committees regarding member experience trends, risks, opportunities, and performance
Prepare and present strategic recommendations, dashboards, and performance updates
Support enterprise decision-making through data-driven insights and recommendations
Organizational Culture, Change Management, and Leadership Development
Promote a culture that prioritizes member-centered thinking throughout the organization
Collaborate with POD and operational leaders to embed member experience principles into leadership development, employee engagement initiatives, training programs, recognition strategies, and organizational change efforts
Future Staff Supervision and Team Leadership
Plan for and support future staffing needs required to execute the enterprise member experience strategy
As positions are approved and filled, recruit, onboard, supervise, coach, develop, evaluate, and manage performance of assigned staff
Establish team priorities, workflows, accountability expectations, and performance measures to ensure effective delivery of member experience initiatives
Does not have direct operational responsibility for member service delivery functions, call center operations, crisis line operations, utilization management processes, or provider service functions
Minimum Requirements
Education & Experience
Required
:
Bachelor’s degree in healthcare administration, business administration, public health, health policy, organizational leadership, communications, human services, or a closely related field and ten (10) years of progressive leadership experience in healthcare, managed care, health insurance, member services, patient experience, customer experience, quality improvement, service operations, population health, or related functions.
Additional Required Experience
:
Demonstrated success leading enterprise-wide initiatives through influence and collaboration across multiple business functions.
Experience utilizing data, performance metrics, satisfaction surveys, and member feedback to drive strategic improvement.
Experience supervising staff, leading teams, or building team infrastructure is required or must be demonstrated through comparable leadership responsibility; direct supervisory duties will apply as future staffing is approved and established.
Experience working directly with C suite leaders to inform strategic decisions.
Exceptional written and verbal communication skills; able to articulate complex policy and strategic concepts to senior leadership, boards, and the public.
Preferred
:
Master’s degree in healthcare administration, business administration, public health, organizational development, health policy, healthcare leadership, or a related discipline.
Experience in Medicaid managed care, behavioral health, intellectual/developmental disabilities services, physical health integration, or public sector healthcare programs.
Experience leading organizational transformation, experience strategy, service excellence, or consumer engagement initiatives.
Experience developing staffing models, defining roles, and scaling new teams or functions.
Professional certification:
- Certified Patient Experience Professional (CPXP)
- Project Management Professional (PMP)
- Lean Six Sigma certification (Green Belt, Black Belt, or equivalent)
- Change Management certification (Prosci or equivalent)
- Certified Professional in Healthcare Quality (CPHQ)
Knowledge, Skills, & Abilities
Demonstrated knowledge of member experience principles, service excellence frameworks, consumer engagement strategies, and voice-of-the-customer methodologies. Ability to develop and execute enterprise-wide strategies that improve member satisfaction, trust, engagement, retention, and outcomes.
Ability to lead large-scale initiatives and drive organizational change through influence, collaboration, strategic partnership, and direct supervision as future staffing is established. Demonstrated ability to align diverse stakeholders around common goals and translate strategy into team priorities and accountabilities.
Ability to develop long-term strategic plans, establish measurable goals, prioritize initiatives, allocate resources, and ensure successful execution of enterprise priorities. Demonstrates a systems-thinking approach to organizational decision-making and performance improvement.
Comprehensive understanding of healthcare delivery systems, managed care operations, Medicaid programs, provider networks, quality programs, member services, and customer-facing healthcare operations. Knowledge of current industry trends, emerging practices, and regulatory environments.
Ability to interpret and synthesize complex operational, quality, financial, and experience data to identify trends, risks, opportunities, and performance gaps. Skilled in using analytics to guide strategic decisions and continuous improvement efforts.
Knowledge of change management principles and organizational transformation methodologies. Ability to lead culture change, gain stakeholder commitment, manage resistance, and sustain improvements across a complex organization.
Knowledge of supervisory practices, including workforce planning, role development, recruiting support, onboarding, coaching, performance management, employee development, delegation, and team accountability. Ability to establish a future team structure that supports enterprise member experience goals.
Ability to build and maintain trusted relationships with executive leaders, providers, community partners, advocacy groups, government agencies, vendors, and other key stakeholders. Demonstrates political acumen, diplomacy, and consensus-building skills.
Exceptional verbal, written, and presentation skills with the ability to communicate complex concepts clearly and effectively to executive leadership, governing boards, external stakeholders, and diverse audiences. Skilled in facilitation, negotiation, and influencing decision-making.
Ability to establish performance measures, governance structures, accountability frameworks, and executive reporting processes. Skilled in preparing strategic analyses, dashboards, recommendations, and reports that support organizational decision-making and oversight.
Knowledge of social drivers of health, health equity principles, culturally responsive service delivery, accessibility considerations, and strategies that improve outcomes for diverse populations. Ability to incorporate equity principles into organizational strategies and member experience initiatives.
Knowledge of Lean, Six Sigma, human-centered design, service design, or other structured performance improvement methodologies. Ability to apply improvement frameworks to optimize processes, eliminate barriers, and enhance member outcomes.
Understanding of digital engagement platforms, customer relationship management tools, experience measurement systems, self-service technologies, and other emerging technologies that enhance consumer experience and engagement.
Employment for this position is contingent upon a satisfactory background and credit check, which will be performed after acceptance of an offer of employment and prior to the employee's start date.
Salary Range
$205,202 to $260,000
/Annually
Exact compensation will be determined based on the candidate's education, experience, external market data and consideration of internal equity.
An excellent fringe benefit package accompanies the salary, which includes:
Medical, Dental, Vision, Life, Long Term Disability
Generous retirement savings plan
Flexible work schedules including hybrid/remote options
Paid time off including vacation, sick leave, holiday, management leave
Dress flexibility