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 connection while providing flexibility to support productivity and work‑life balance. Alternate locations may be considered if the candidate resides within a commutable distance.
Responsibilities

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).
Enable journey creation at scale through reusable components, templates, and automation.
Establish journey standards, governance, and design principles to ensure consistency, usability, and member‑centricity.
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 channels (digital, phone, SMS/email).
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, reducing friction and enhancing key healthcare experiences.
Take responsibility for the development, implementation, and monitoring of line‑of‑business planning and journey‑related initiatives across the lifecycle.
Minimum Requirements

BA/BS degree in a related field.
Minimum of 10 years of related experience, including prior leadership experience.
At least 3 years of strategic planning experience.
Preferred Qualifications

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

Salary range: $151,712 to $227,568.
Benefits

Elevance Health offers a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401(k) contribution.
Equal Employment Opportunity

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.

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