Director, Experience Transformation & Enablement
HybridDetroit, Michigan, United States
Job Summary
Integrate the stakeholder experience layer directly into enterprise process maps and service blueprints for Claims, Enrollment, Billing, Prior Authorization, Appeals, and Service. Bring forward friction points, member journeys, and experience measurement into redesign processes to translate insights into actionable hypotheses. Co-develop experience standards and lead quality and conversational design across AI and automation workflows, defining behavioral guardrails and escalation triggers with digital product teams. Identify and escalate experience risks prior to implementation, maintain cross-functional visibility into impacts, and synthesize findings into regular reporting for transformation leadership. Represent the stakeholder perspective in governance forums to ensure risks surface to decision-makers before they compound. Partner with Digital Strategy, Automation, and Product Enablement to embed experience practices into operating models, providing operational process context to inform product decisions and support discovery and launch readiness.
Required Qualifications
- Bachelor's degree in business, health care administration, experience design, service design, human-centered design, information systems, organizational development, or a related field
- Minimum of eight (8) years experience leading experience design, service design, customer experience strategy, operational transformation, or a closely related discipline
- preferably in a regulated industry such as health care or financial services
- Demonstrated experience working within or alongside process improvement, operational excellence, or business process management disciplines, including Lean Six Sigma environments
- Deep knowledge of service blueprinting, journey architecture, stakeholder validation methods, and experience measurement
- Strong understanding of artificial intelligence, automation, and conversational experience design, including the ability to translate human-centered principles into practical guardrails and standards
- Proven ability to influence cross-functional teams and senior leaders without direct authority, and to operate effectively in complex, matrixed environments
- Strong communication, facilitation, consulting, and change leadership skills
- Prior people leadership experience
Desired Qualifications
- Experience working with experience-related regulatory frameworks and measurement systems
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