Member Orchestration Strategy Director

Member Orchestration Strategy Director (Business Strat Plan Dir)
Location: This role requires associates to be in-office 3 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work‑life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace.

Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law. Alternate locations may be considered if candidate resides within a commutable distance from an office.

The Member Orchestration Strategy Director sits within the Customer Experience (CX) Office and is responsible for leading member orchestration across the end-to-end lifecycle. The individual will define and operationalize high-impact member journeys, enable scalable journey design and execution, and ensure consistent, personalized engagement across channels.

This leader will work both within the CX Office and cross‑functionally with Product, Marketing, IT, and Operations to align on priority journeys, insights, and human-centered design needs. The role ensures journeys are grounded in member insights, designed with a human-centered approach, and executed in a way that delivers measurable value and meaningful engagement at scale.

How you will make an 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.

Understand all aspects of the business and partner with executive leadership to define strategy, incorporating member journey insights and success criteria for the future.

Translate 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.).

Document strategic priorities, including external environment and member insight research, to inform journey design and decision-making.

Build and leverage cross-functional relationships to deliver innovative, member-centric solutions to complex business problems.

Propose 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).

Be responsible for the development, implementation, and monitoring of line of business planning and journey-related initiatives across the lifecycle.

Minimum Requirements
Requires a BA/BS degree in a related field and a minimum of 10 years of related experience including prior leadership experience and 3 years of strategic planning; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities, and Experiences

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.

For candidates working in person or virtually in the below location(s), the salary range for this specific position is $151,712 to $227,568.

Locations: Minnesota

Benefits
In addition to your salary, Elevance Health offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). The salary offered for this specific position is based on a number of legitimate, non-discriminatory factors set by the company. The company is fully committed to ensuring equal pay opportunities for equal work regardless of gender, race, or any other category protected by federal, state, and local pay equity laws.

Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact elevancehealthjobssupport@elevancehealth.com for assistance.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws, including, but not limited to, the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.

Prospective employees required to be screened under Florida law should review the education and awareness resources at HB531 | Florida Agency for Health Care Administration.

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