VP Customer Experience (CX) & Engagement

Job description

The Vice President, Customer Experience & Engagement (VP, CXE) is an enterprise-wide leadership role created to transform how GuideWell, Florida Blue, and Triple-S engage with the people and organizations that depend on us. Reporting to the SVP of Communications, Marketing and Customer Experience, the VP, CXE will build and lead the function from the inside out — establishing strategy, governance, capability, and culture. Key Responsibilities: Health Journey & Clinical Experience - Lead the design of experiences that reflect the reality that most member interactions are connected to health — getting care, managing a condition, navigating a care transition, or working toward better well-being. Ensure those interactions are designed with that context in mind, not just as transactional service moments. - Partner with clinical, medical management, and population health teams to design engagement strategies for members managing chronic conditions or complex care needs — ensuring that the experience of being supported feels proactive, personal, and connected. - Develop experience models that move members from passive coverage-holders to active participants in their own health — leveragin...