Director, Digital Experience

To protect the health and well-being of our members, employees and community, CareOregon requires all employees to be fully vaccinated against COVID-19 or have an approved medical or religious exception as a qualification of employment.

Candidates who receive an offer of employment by CareOregon, must provide proof of COVID-19 vaccination or submit a medical or religious exception request, which will be evaluated in accordance with CareOregon’s standard accommodation process.

Job Title

Director, Digital Experience

Exemption Status

Exempt

Department

Customer Experience

Manager Title

Vice President, Customer Experience

Direct Reports

Digital Experience Team

Requisition #

22544

Job Summary
This position is responsible for developing and leading the execution of the digital experience strategy and related activities for the organization. Primary duties include strategic, technical, and operational leadership, as well as resource relationships, and people management. This position provides input into strategic plans and goals for the broader organization.

Essential Responsibilities
Technical/Operational Leadership

Directs digital experience activities across the organization in support of all CareOregon lines of business.
Ensures enterprise visibility, including vision, strategy, goals, initiatives, digital channel effectiveness, and cross-channel customer experience (consistency, ease, personalization).
Partners with Information Services and Business Intelligence (ISBI) on requirements, identification of proposed technology, options and implementations.
Orchestrates digital transformation, including strategy, team development, experience design, platform implementation and continuous improvement processes.
Ensures compliance with federal, state, and local regulatory and contractual requirements.
Develops, or directs the development and maintenance of, documented policies and procedures to ensure accurate, efficient, and compliant operations.
Identifies, establishes, and manages vendor-contracted services as applicable.
Develops key performance indicators to effectively monitor performance and identify process improvement opportunities. Specific emphasis on data, actionable information, and predictive intelligence to inform digital experience strategy, effectiveness, and customer experience improvement.
Remains current with industry trends, best practices, and approaches to drive quality, efficient and compliant operations.
May serve as a sponsor or chair for key projects and initiatives.
Strategic/Operational Planning

Leads the development of an omnichannel-oriented digital experience vision, goals, and strategic plans for customers, members, and partners. Includes all engagement channels including, but not limited to, self-service portals, texting, chat, mobile, surveys, bots, email, IVR, phone, etc.
Participates in the development of broader organization vision, goals, and strategic plans and the integration of the digital experience strategy.
Develops short and long-term plans and policies.
Maintains a business unit view while establishing department priorities, being cognizant of broader business unit and organizational impacts.
Financial/Resource Management

Recommends budgets in alignment with short and long-term plans.
Manages resources to ensure priorities are accomplished.
Ensures approval for budget variances as required.
Approves resource allocations within budget, including people, finances, and timelines; make decisions on exceptions.
Relationship Management

Leads effective communication for work group(s), ensuring a collaborative culture.
Builds and ensures effective relationships across internal teams and external organizations.
May represent CareOregon in external meetings and functions with regulators, members, and providers.
Employee Supervision

Directs team and establishes team direction and goals in alignment with the organizational mission, vision, and values.
Identifies work and staffing models; recruits, hires, and oversees a team to meet work needs, using an equity, diversity, and inclusion lens.
Identifies department priorities; ensures employees have information and resources to meet job expectations.
Leads the development, communication, and oversight of team and individual goals; ensures goals, expectations, and standards are clearly understood by staff.
Manages, coaches, motivates, and guides employees; promotes employee development.
Incorporates guidance from CareOregon equity tools into people leadership, planning, operations, evaluation, budgeting, resource allocation, and decision making.
Ensures team adheres to department and organizational standards, policies, and procedures.
Evaluates employee performance and provides regular feedback to support success; recognizes strong performance and addresses performance gaps and accountability (corrective action).
Performs supervisory tasks in collaboration with Human Resources as needed.

Organizational Responsibilities
Perform work in alignment with the organization’s mission, vision and values.
Support the organization’s commitment to equity, diversity and inclusion by fostering a culture of open mindedness, cultural awareness, compassion and respect for all individuals.
Strive to meet annual business goals in support of the organization’s strategic goals.
Adhere to the organization’s policies, procedures and other relevant compliance needs.
Perform other duties as needed.

Experience and/or Education

Required

Minimum 8 years related experience (e.g., customer experience, digital/technology advancements, etc.)
Minimum 4 years of experience in a supervisory position
Preferred

Experience in member-focused, consumer-centric digital transformation
Certification in Customer Experience (CCXP or similar)
Certification in Change Management (Prosci or similar)

Knowledge, Skills and Abilities Required
Ability to develop and execute against enterprise strategic plans that align with organizational vision/mission, drive cross-functional alignment, and result in measurable value
Skilled in the development of comprehensive multi-year roadmaps that align people, process, data, and technology components to drive change
Skilled in the development of business cases that support strategic roadmap initiatives in both a quantitative and qualitative manner
Ability to apply industry best practices in Customer Experience such as Personas and CX Journeys to short-term and long-term organizational strategies and goals
Skilled in leveraging change management best practices to aid in the approach to evolving culture, making change stick, and driving adoption
Ability to incorporate evolving customer experience trends into strategic plans and initiatives. Examples include Artificial Intelligence (AI), Internet of Things (IoT) and Omni-Channel engagement
Skilled in developing analytics and analysis as a core business capability; ability to lead and collaborate cross-functionally in leveraging data, actionable information, and predictive intelligence to drive customer experience improvements
Ability to take complex ideas and processes and communicate them in a clear and concise manner to all levels of an organization, both internally and externally
Skilled in budget and resource plan development and management
Ability to communicate effectively, both verbally and in writing; strong presentation skills
Ability to effectively convey business unit goals and plans, ensuring integration into strategic plans and initiatives
Team management skills, including hiring, goal setting, coaching, performance management, and development
Ability to create and develop strategic partnerships with multiple stakeholders both internally and externally
Ability to work with internal and external stakeholders regarding technology, process, and regulatory issues
Ability to work effectively with diverse individuals and groups
Ability to learn, focus, understand, and evaluate information and determine appropriate actions
Ability to accept direction and feedback, as well as tolerate and manage stress
Ability to see, read, hear, speak clearly, and perform repetitive finger and wrist movement for at least 6 hours/day

Working Conditions

Work Environment(s): ☒ Indoor/Office ☐ Community ☐ Facilities/Security ☐ Outdoor Exposure

Member/Patient Facing: ☒ No ☐ Telephonic ☐ In Person

Hazards: May include, but not limited to, physical and ergonomic hazards.

Equipment: General office equipment

Travel: May include occasional required or optional travel outside of the workplace; the employee’s personal vehicle, local transit or other means of transportation may be used.

Candidates of color are strongly encouraged to apply. CareOregon is committed to building a linguistically and culturally diverse and inclusive work environment

Veterans are strongly encouraged to apply.

Equal opportunity employer. This company considers all candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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