Join to apply for the Director, Customer Experience role at WPS—A health solutions company The Director of Customer Experience (CX) is responsible for shaping, leading, and optimizing how customers interact across all touchpoints. This strategic leadership role will be responsible for developing and delivering the vision and roadmap for customer experience. Focus will be placed on operational execution, ensuring alignment across business functions, measuring outcomes, and continuous improvement. Role Responsibilities: Define and execute a comprehensive vision and strategy for a seamless customer experience across all lines of business, aligned with CMS and organizational goals. Lead the development and implementation of customer experience initiatives, ensuring strategic alignment and delivering measurable improvements in service quality, accuracy, and efficiency. Leverage customer data, feedback, and analytics to identify trends, measure satisfaction, and continuously optimize the customer journey. Define, monitor, and enhance customer-facing processes to ensure compliance with CMS standards and optimize service delivery. Map the end-to-end customer journey, partner with internal departments to share information, identify root causes of friction points, and implement solutions that enhance the customer experience. Establish, track, and report on performance metrics, customer satisfaction scores, and other KPIs to inform decisions, demonstrate compliance, and drive continuous improvement. Build, mentor, and foster a customer-first culture across the division, ensuring employees are engaged and aligned with CX goals. Lead and mentor the Customer Experience team, fostering collaboration, accountability, and continuous improvement. Requirements: Bachelor’s degree in Business Administration, Healthcare Administration, or related field. 7 or more years of progressive experience in customer experience, operations, or compliance within healthcare, insurance, or government contracting. 5 or more years in a leadership role. 2 or more years of Home Health and Hospice experience with customer service and/or provider outreach and education. Deep comprehension of customer experience methodologies, customer journey mapping, and customer analytics. Strong understanding of CMS regulations and customer experience requirements. What We Offer: Remote and hybrid work options available Performance bonus and/or merit increase opportunities 401(k) with a 100% match for the first 3% of your salary and a 50% match for the next 2% of your salary Competitive paid time off Health insurance, dental insurance, and telehealth services start DAY 1 About Us: WPS, a health solutions company, is a leading not-for-profit health insurer and federal government contractor headquartered in Madison, Wisconsin.

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