Lumeris

Lumeris

CX Strategy Director

Remote, USA · Director · Full-time

No sponsorship$133k-$181kDetected 29 days ago
Data VisualizationAccessibilityProduct StrategySalesforceCRMAccountingProcess ImprovementCustomer SuccessLeadershipCommunicationCollaborationPlain Language

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odds of building a lasting career here

54Sponsors, lottery-bound
Cap-exempt (no lottery)0
Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds (Level III)83
Fits your clock70

Sponsors, but it's cap-subject — you still face the weighted lottery (~45% per draw at Level III). Good if you win; have a cap-exempt backup on your list.

Lottery odds assume a STEM candidate.

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About the role

  • The CX Strategy Director is the principal architect of our member journey, responsible for how member interactions are mapped, orchestrated, and optimized across all products and touchpoints.
  • Journey Governance & Standards: Define and enforce journey campaign structures, channel hierarchies, and communication standards to ensure a highly consistent and brand-aligned member experience.
  • Cross-Functional Collaboration & Journey Execution

Responsibilities

  • Build & Scale the Journey Management Practice
  • Unified Journey Framework: Build and operationalize a standardized, enterprise-wide framework from the ground up for how member journeys are mapped, tested, deployed, and tracked.
  • Friction & Drop-Off Analysis: Continually audit active journeys and touchpoints to identify drop-off points, operational bottlenecks, or messaging friction, executing structured interventions to optimize paths.
  • Analyze and optimize the senior member journey, specifically accounting for the unique digital literacy levels, age-in transitions, and accessibility needs of our Medicare Advantage population.
  • Lifecycle Management: Move journeys from initial strategic design to live, operational pathways, ensuring continuous performance monitoring and iterative refinement.
  • Collaborative Prioritization: Partner with Quality, Clinical, Care Management, Network, and Provider Engagement leaders to analyze data, identify systemic pain points, and collaboratively align on target experience areas and strategic priorities.
  • Operational Journey Delivery: Take absolute, end-to-end operational ownership of designing, building, integrating, and delivering these prioritized journeys across internal departments.
  • Digital Front Door Roadmap: Lead the strategic feature prioritization and operational rollout of our member portal and mobile app, ensuring our digital tools exceed member expectations and drive retention.
  • Lumeris and its partners are committed to protecting our high-risk members & prospects when conducting business in-person.
  • Reasonable accommodations may be made to enable individual with disabilities to perform the essential job duties and responsibilities.

Requirements

  • 12+ years of experience in customer/member experience strategy, journey management, customer success, or product strategy, with a track record of building and operationalizing experience frameworks from scratch.
  • Experience must demonstrate a strong capability to execute in a senior individual contributor capacity, managing highly complex, multi-dimensional projects.
  • Strong proficiency with digital product road mapping (portals, apps) and modern CX platforms.
  • Understanding of data systems, CRM tools (e.g., Salesforce), and analytics tools (e.g., Tableau, Power BI) required to build "Member 360" views.
  • Outstanding ability to influence senior cross-functional leaders (clinical, technical, operations) and align stakeholders around a single execution plan without direct reporting lines.
  • The job description describes the general nature and level of work being performed by people assigned to this job and is not intended to be an exhaustive list of all responsibilities, duties and skills required.
  • Credit Check Required:
  • All personnel who interact with at-risk members or prospects are required to have completed, at a minimum, the initial series of an approved COVID-19 vaccine.
  • If this role has been identified as member-facing, proof of vaccination will be required as a condition of employment.
  • 12+ years of experience in customer/member experience strategy, journey management, customer success, or product strategy, with a track record of building and operationalizing experience frameworks from scratch. Experience must demonstrate a strong capability to execute in a senior individual contributor capacity, managing highly complex, multi-dimensional projects.
  • Deep understanding of healthcare operations, managed care, or health plan ecosystems, with direct experience utilizing CX strategies to move regulatory and quality metrics (STARS, CAHPS, HEDIS, HOS).
  • Demonstrated comfort operating in a high-ownership, lean team environment. Must possess the ability to write executive-level strategy slides on one day, and draft front-line scripts or build tracking sheets the next.
  • Strong proficiency with digital product road mapping (portals, apps) and modern CX platforms. Understanding of data systems, CRM tools (e.g., Salesforce), and analytics tools (e.g., Tableau, Power BI) required to build "Member 360" views.
  • Bachelor's degree in Healthcare Administration, Business, Marketing, or a related field (Master's or relevant certifications like CCXP or Six Sigma preferred).
  • Working Conditions
  • While performing the duties of this job, the employee works in normal office working conditions.
  • #LI-REMOTE
  • Pay Transparency:
  • Factors that may be used to determine your actual pay rate include your specific skills, experience, qualifications, location, and comparison to other employees already in this role. In addition to the base salary, certain roles may qualify for a performance-based incentive and/or equity, with eligibility depending on the position. These rewards are based on a combination of company performance and individual achievements.

Compensation

  • Factors that may be used to determine your actual pay rate include your specific skills, experience, qualifications, location, and comparison to other employees already in this role.
  • In addition to the base salary, certain roles may qualify for a performance-based incentive and/or equity, with eligibility depending on the position.
  • $133,200.00-$180,900.00

Benefits

  • Medical, Vision and Dental Plans
  • Tax-Advantage Savings Accounts (FSA & HSA)
  • Life Insurance and Disability Insurance
  • Paid Time Off (PTO, Sick Time, Paid Leave, Volunteer & Wellness Days)
  • Learning and Development Opportunities

Company info

  • Your Future is our Future At Lumeris, we believe that our greatest achievements are made possible by the talent and commitment of our team members.
  • That's why we are actively seeking talented and collaborative individuals who are passionate about making a difference in the healthcare industry.
  • We're excited to consider every qualified candidate authorized to work in the United States, although we are unable to sponsor visas for this role at this time.
  • These rewards are based on a combination of company performance and individual achievements.
  • At Lumeris, we believe that our greatest achievements are made possible by the talent and commitment of our team members.

Equal opportunity

  • Lumeris is an EEO/AA employer M/F/V/D.

Visa & Work Authorization

  • Member 360 Partnership: Act as the primary business sponsor and partner to Enterprise Data for the "Member 360" initiative.
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This listing is sourced directly from Lumeris's careers page and normalized into a canonical job model.