As the Director of Loyalty Customer Experience, you will be responsible for leading the end-to-end (E2E) customer experience strategy, with a particular focus on delivering a seamless and exceptional experience for customers as they navigate their health plan journey from app submitted through app renewal. You will drive customer experience initiatives across a wide variety of touchpoints, working closely with cross-functional teams including digital product, operations, internal call centers, and external vendors. You’ll oversee the development of solutions that create a best-in-class experience while ensuring alignment with business goals such as customer acquisition, retention, and satisfaction.
In this role, you will be accountable for ensuring the creation and delivery of high-quality service, streamlining workflows, and promoting operational excellence across the customer lifecycle. Reporting to the GM of Loyalty, you will partner with key stakeholders across product, sales, and operations to drive initiatives that improve the customer journey, elevate our Medicare insurance solutions, build customer relationships, and promote year-over-year retention.