Consumer Experience Manager

About the role

The Consumer Experience Manager will lead efforts to improve healthcare experiences for members, patients, providers, caregivers, and care teams. This role combines consumer feedback, clinical insights, and performance data to design and implement practical solutions.

Key responsibilities

• Analyze consumer feedback, clinical data, and operational performance to identify gaps and improvement opportunities.
• Develop journey maps, service blueprints, and improvement plans to enhance healthcare experiences across digital, phone, and in‑person channels.
• Collaborate with clinical, operations, product, technology, and business teams to align experience solutions with clinical needs and business goals.
• Define success metrics, track impact of improvements, and report progress to stakeholders.

Required profile

• 5+ years of experience in healthcare, consumer experience, service design, or related fields.
• Proven ability to work with cross‑functional teams and translate research and data into actionable recommendations.
• Strong communication, analytical, and problem‑solving skills.

Required skills

• Knowledge of healthcare systems, clinical workflows, and quality measures.
• Experience with human‑centered design, journey mapping, and service blueprinting.
• Ability to analyze and synthesize clinical, operational, and consumer data.