As the Director of Customer Experience, you will lead the execution of the customer engagement strategy and the delivery of an exceptional experience for our Medicare Advantage members and providers. Partnering with the VP of Customer Experience, you will help drive a customer-centric culture organization, oversee all in-house and 3rd party Service Center Operations, collect and analyze the voice of the customer and establish a feedback loop to the business leadership team and Customer Experience key stakeholders. You will also be responsible for standing up a concierge call center for high-engagement and/or at-risk members. An important aspect of this role includes leveraging AI capabilities to enhance customer experience initiatives. You will analyze data and insights from AI tools to optimize call center operations, increase customer self-service, monitor call quality, and conduct sentiment analysis.