Overview 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. This role will define key processes, goals, and performance metrics in alignment with CMS requirements, with a focus on meeting CMS standards. Success in this role will be measured by level of service quality, accuracy, efficiency, and stakeholder satisfaction, while also ensuring compliance, fostering team collaboration, and consistently driving excellent customer experience. 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. Support career development, performance feedback, and drive capacity planning and management. Qualifications Bachelor’s degree in Business Administration, Healthcare Administration, or related field. 7+ years of progressive experience in customer experience, operations, or compliance within healthcare, insurance, or government contracting with experience focused on handling Medicare provider inquiries and education of those customers. 5+ years in a leadership role. 2+ 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. Demonstrated success in implementing enterprise or division-wide customer experience strategies. Proven ability to lead cross-functional teams, manage complex projects, and deliver measurable improvements to meet short-term and long-term goals. Exceptional verbal and written communication skills, with the ability to influence and engage stakeholders at all levels. Excellent strategic thinking, analytical, and problem-solving abilities. Knowledge of call center workforce management technology tools, such as CRM and Portal. Preferred Qualifications Master’s degree in Business Administration, Healthcare Administration, or related field. Remote Work Wired (ethernet cable) internet connection from your router to your computer High speed cable or fiber internet Minimum of 10 Mbps downstream and at least 1 Mbps upstream internet connection Benefits Remote and hybrid work options available Performance bonus and/or merit increase opportunities 401(k) with a 100% match for the first 3% of salary and a 50% match for the next 2% (100% vested immediately) Competitive paid time off Health insurance, dental insurance, and telehealth services start DAY 1 Professional and Leadership Development Programs About Us WPS, a health solutions company, is a leading not-for-profit health insurer and federal government contractor. We provide health plans for individuals, families, and groups, process claims, and support beneficiaries of the Medicare program and military personnel. We have a long-standing history of serving those who rely on our services and are proud to be military and veteran ready.

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