GuideWell Source

VP Customer Experience – Engagement

GuideWell Source

full-time

Posted on:

Location Type: Remote

Location: Florida • United States

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Job Level

Lead

About the role

  • 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.
  • 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 — leveraging data, behavioral science, and community connection to drive meaningful engagement.
  • Identify and redesign the friction points that occur when members move between care settings, coverage changes, or life stages — moments where disengagement is most likely and the cost of failure is highest.
  • Lead the human-centered design of end-to-end member, customer, and provider journeys across digital and non-digital channels — prioritizing the highest-impact moments across the full arc of a member’s health and coverage experience.
  • Partner with Product, Technology, Operations, and Clinical teams to translate journey insights into concrete improvements in processes, platforms, and policies.
  • Design specific interventions for critical milestones — enrollment, first use of benefits, a significant diagnosis, care completion, renewal — to reduce friction and increase both loyalty and health engagement.
  • Champion the application of AI and automation to reduce friction and surface timely, relevant health support — while ensuring that human connection remains accessible and high-quality for members who need it most.
  • Lead the overarching strategy for CRM and outbound communications throughout the member relationship — spanning service moments, care milestones, condition management touchpoints, and well-being programming.
  • Develop communication cadences that anticipate member needs — particularly at key health and coverage moments — moving beyond reactive service to proactive relationship building that supports better health decisions.
  • Build a high-performing CX function from the ground up: recruit, develop, and retain top-tier talent across journey design, CRM, health engagement, and CX program management.
  • Develop enterprise CX training programs and competency models that embed member-centric, health-outcome-oriented thinking across business units, call centers, and clinical teams.
  • Establish a CX center of excellence that serves as an internal resource, thought partner, and standard-setter across the GuideWell enterprise.

Requirements

  • Bachelor’s degree in Business, Marketing, Human-Centered Design, Psychology, Behavioral Science, or a related field or additional related work experience
  • 10+ years of progressive experience in customer experience, health engagement, or related disciplines, with at least 5 years at a senior leadership level.
  • Deep expertise in CX methodology, including journey mapping and human-centered design.
  • Proven ability to influence at the executive level and drive change across matrixed organizational structures without direct authority.
  • Strong command of CX technology and data platforms, including CRM and AI-enabled service channels.
  • Preferred: Experience in health insurance, managed care, healthcare services, or population health — with working knowledge of CAHPS, HEDIS, CMS Star Ratings, and health engagement metrics.
  • Familiarity with multi-market and multicultural member populations, including Spanish-speaking and Caribbean market contexts.
  • Familiarity with behavioral economics or health behavior change frameworks as applied to member engagement.
  • Certification in CX methodology (CCXP or equivalent) or design thinking (IDEO, Stanford d.school, or similar).
Benefits
  • Medical, dental, vision, life and global travel health insurance;
  • Income protection benefits: life insurance, short- and long-term disability programs;
  • Leave programs to support personal circumstances;
  • Retirement Savings Plan including employer match;
  • Paid time off, volunteer time off, 10 holidays and 2 well-being days;
  • Additional voluntary benefits available;
  • A comprehensive wellness program
Applicant Tracking System Keywords

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

Hard Skills & Tools
journey mappinghuman-centered designCX methodologybehavioral sciencedata analysisAI applicationautomationhealth engagement metricsdesign thinkingCX program management
Soft Skills
leadershipinfluencecommunicationproactive relationship buildingteam developmentstrategic thinkingcollaborationproblem-solvingmember-centric thinkingchange management
Certifications
CCXPdesign thinking certificationIDEO certificationStanford d.school certification