Sr. Director, Experience Management

at  Centene

You could be the one who changes everything for our 28 million members by using technology to improve health outcomes around the world. As a diversified, national organization, Centene’s technology professionals have access to competitive benefits including a fresh perspective on workplace flexibility.
Position Purpose: Leads a team of experience management (XM) professionals who specialize in deeply understanding the journey of our customers, document and share them in a manner that builds empathy among internal stakeholders, and garner cross-organizational support to deliver needed experience improvements. Requires deep expertise in Customer Experience (CX) and a proven track record of driving organization-wide change through Voice of Customer (VOC) insights. Responsible for refining and implementing an operating model that leverages VOC feedback to inform strategic initiatives, improve customer satisfaction, and enhance our overall service offerings.

Guide the team’s efforts to embed customer-centric insights into the organization’s decision-making process. Engage with executive leadership, communicating the value of the team’s work, and advocating for VOC-driven strategies. Support the team in overcoming obstacles and will play a key role in ensuring that initiatives are implemented effectively and align with business objectives.

• Organizational Socialization:
• Lead the effort to socialize and integrate the Experience Management team across the organization, ensuring alignment with corporate goals and initiatives.
• Serve as the primary point of contact for executive leadership, advocating for the team’s initiatives and presenting VOC-driven insights that support strategic decision-making.
• Partner with Experience Strategy team to facilitate cross-organization workshops to drive empathy and understanding of our customers and their experiences with our health plans are.
• Operating Model Development:
• Define and refine the Experience Management operating model to ensure effective use of VOC feedback in driving change across the organization.
• Establish processes, frameworks, and best practices for identifying and prioritizing CX initiatives based on VOC insights—partnering closely with the Experience Research and Insights teams.
• Executive Collaboration:
• Act as the face of the Experience Management team in meetings with senior executives, presenting findings, recommendations, and progress updates.
• Build strong partnerships with other senior leaders, working collaboratively to ensure alignment on customer experience priorities and cross-functional support for key initiatives.
• Team Enablement:
• Establish standards for documenting customer journeys, service blueprints, cross-channel insight reports and other essential artifacts.
• Identify and remove blockers to enable the Experience Management team to execute on initiatives efficiently and effectively.
• Provide guidance, mentorship, and support to team members, fostering a culture of continuous improvement and professional growth.
• Change Management:
• Champion a culture of customer-centricity throughout the organization, embedding VOC insights into the company’s DNA.
• Lead change management efforts to align stakeholders, secure buy-in, and drive sustained organizational transformation based on VOC feedback.
• Performs other duties as assigned
• Complies with all policies and standards

Education/Experience: Requires a Bachelor’s degree and 10+ years of related experience, including prior management experience.
Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.Pay Range: $154,500.00 - $285,100.00 per year
Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual’s skills, experience, education, and other job-related factors permitted by law. Total compensation may also include additional forms of incentives.
Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.
Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Ac

• Organizational Socialization:
• Lead the effort to socialize and integrate the Experience Management team across the organization, ensuring alignment with corporate goals and initiatives.
• Serve as the primary point of contact for executive leadership, advocating for the team’s initiatives and presenting VOC-driven insights that support strategic decision-making.
• Partner with Experience Strategy team to facilitate cross-organization workshops to drive empathy and understanding of our customers and their experiences with our health plans are.
• Operating Model Development:
• Define and refine the Experience Management operating model to ensure effective use of VOC feedback in driving change across the organization.
• Establish processes, frameworks, and best practices for identifying and prioritizing CX initiatives based on VOC insights—partnering closely with the Experience Research and Insights teams.
• Executive Collaboration:
• Act as the face of the Experience Management team in meetings with senior executives, presenting findings, recommendations, and progress updates.
• Build strong partnerships with other senior leaders, working collaboratively to ensure alignment on customer experience priorities and cross-functional support for key initiatives.
• Team Enablement:
• Establish standards for documenting customer journeys, service blueprints, cross-channel insight reports and other essential artifacts.
• Identify and remove blockers to enable the Experience Management team to execute on initiatives efficiently and effectively.
• Provide guidance, mentorship, and support to team members, fostering a culture of continuous improvement and professional growth.
• Change Management:
• Champion a culture of customer-centricity throughout the organization, embedding VOC insights into the company’s DNA.
• Lead change management efforts to align stakeholders, secure buy-in, and drive sustained organizational transformation based on VOC feedback.
• Performs other duties as assigned
• Complies with all policies and standard