Member Orchestration Strategy Director

Elevance Health

Director leading member orchestration strategy across customer experience journeys in a Fortune 25 healthcare company. Focusing on scalable design and execution of personalized member engagement.

Posted 6/18/2026full-timeMendota Heights • Minnesota • 🇺🇸 United StatesLead💰 $151,712 - $227,568 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Define the vision and framework for end-to-end member journeys across key lifecycle moments (e.g., onboarding, preparing for care, getting care, post-care, etc.)
Enable “journey creation at scale” through reusable components, templates and automation
Establish journey standard, governance, and design principles to ensure consistency, usability and member-centricity
Understands all aspects of the business and partners with executive leadership to define strategy, incorporating member journey insights and success criteria for the future
Translates strategy into defined tactics, journey priorities, and timelines, ensuring alignment with enterprise plans and effective execution across teams and that journeys are operationalized effectively across channels (digital, phone, SMS/email communication, etc.)
Documents strategic priorities, including external environment and member insight research, to inform journey design and decision-making
Builds and leverages cross-functional relationships to deliver innovative, member-centric solutions to complex business problems
Proposes opportunities to improve results through continuous needs assessment, analytics, and member feedback, identifying opportunities to reduce friction and improve key healthcare experiences (e.g., access to care, care navigation)
Responsible for the development, implementation, and monitoring of line of business planning and journey-related initiatives across the lifecycle.

Requirements

What you’ll need

Requires a BA/BS degree in a related field
minimum of 10 years of related experience including prior leadership experience
3 years of strategic planning
Experience in customer experience, journey orchestration, lifecycle marketing, or related fields strongly preferred
Proven experience designing and scaling end-to-end customer/member journeys strongly preferred
Strong cross-functional leadership experience working with Product, Marketing, IT, Operations, and/or CX organizations strongly preferred
Experience incorporating customer insights and human-centered design into solution development strongly preferred
Experience with CX technologies (e.g., journey orchestration platforms, CRM/CDP, marketing automation tools) strongly preferred
Analytical mindset with experience defining metrics and using data to drive decisions strongly preferred
Ability to operate at both strategic and executional levels strongly preferred
Experience in healthcare, insurance, or highly regulated industries preferred
Familiarity with healthcare-related journeys (e.g., care navigation, benefits understanding, engagement programs) preferred
Experience implementing or optimizing journey orchestration platforms (e.g., Adobe Journey Optimizer, Salesforce Marketing Cloud, Pega, etc.) preferred
Strong understanding of data integration, personalization, and customer identity management preferred
Strategic thinking and systems-level problem solving preferred
Cross-functional influence and stakeholder management preferred
Operational rigor and execution discipline preferred
Data-driven decision making preferred
Customer/member-centric mindset preferred.

Benefits

Comp & perks

comprehensive benefits package
incentive and recognition programs
equity stock purchase
401k contribution

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

journey orchestrationlifecycle marketingcustomer experience designdata integrationpersonalizationcustomer identity managementstrategic planninganalyticsmetrics definitionhuman-centered design

Soft Skills

cross-functional leadershipstrategic thinkingsystems-level problem solvingstakeholder managementoperational rigorexecution disciplinedata-driven decision makingmember-centric mindsetrelationship buildingcontinuous improvement