Senior Director, Simplification & Voice of Member

Job description

This role delivers enterprise solutions to simplify experiences and reduce friction in ways that strengthen member trust and improve organizational performance. It exists to translate member and employee insights into prioritized, measurable improvements that deliver sustained value. Operating across functions, this position ensures the voice of the member informs design and execution. Through durable solution delivery and cross-functional alignment, it supports strategic objectives that elevate member experience and frontline empowerment. Here's what you can expect from the job and what you need to be successful: Job Duties: - Leads enterprise-wide efforts to identify and quantify high-impact friction and translate insights into clear, innovative target state solutions that materially improve member and employee experiences and positively differentiate organizational performance. - Drives cross-functional simplification initiatives that balance experience improvement with operational soundness, ensuring solutions are scalable, sustainable, and effective across teams, channels, and systems. - Partners with platform, product, and technology senior leaders to embed friction-reducing...